{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"Deflection Is Dead: Why Customer Engagement Is the New Goal","description":"What if getting rid of customers quickly is actually bad for business? That's the case Pasquale DeMaio, VP of Amazon Connect Customer, makes on this week's episode of&amp;nbsp;The Modern Customer Podcast. His point: if your AI strategy is built around deflection, you're not saving money\u2014you're handing customers straight to your competitors. We also dig into how deterministic and agentic AI work together, and why AI should make people's jobs better, not just shorter conversations. This episode is sponsored by Amazon Web Services. Click the link to learn more: https:\/\/fandf.co\/4fu6tAd #sponsored #AWS #AmazonConnect #amazonconnectcustomer #CCWVegas    Blake Morgan&amp;nbsp;was called \u201cThe Queen of CX\u201d by Meta. She is a customer experience futurist and author of three books on customer experience.&amp;nbsp;Follow Blake Morgan on&amp;nbsp;LinkedIn  For regular updates on customer experience,&amp;nbsp;sign up for her weekly newsletter here. Learn more at&amp;nbsp;www.blakemichellemorgan.com&amp;nbsp; ","author_name":"The Modern Customer Podcast","author_url":"https:\/\/www.blakemichellemorgan.com\/the-modern-customer-podcast\/","html":"<iframe title=\"Libsyn Player\" style=\"border: none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/42059285\/height\/90\/theme\/custom\/thumbnail\/yes\/direction\/forward\/render-playlist\/no\/custom-color\/88AA3C\/\" height=\"90\" width=\"600\" scrolling=\"no\"  allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen><\/iframe>","thumbnail_url":"https:\/\/assets.libsyn.com\/secure\/content\/204041110"}