The Amazon Connect Podcast - Ep.23 - How do we use customer feedback w/ Abhishek Pandey

Yeah.

And where, because you mentioned 92 to 95% comes from customer feedback.

The famous analogy, though, is that if no one ever asked for the iPhone before Steve Jobs, I'll give him full credit, came up with the iPhone.

I assume there's a bunch of people involved.

But before Apple released the iPhone, we were all using Nokias, you know, and that's what we thought a mobile phone was.

Where does the other – how do you manage that bit where sometimes we have an idea internally that actually changes the category, invents a new category? For instance, the breakup, and I've now got my new T-shirt that's got all the different logos here for Connect Health, Talent.

Yeah, I like it.

So, if you've got the – like, for instance, people weren't necessarily saying, hey, we need Amazon Connect talent.

We need Amazon Connect health.

They might have been saying – there was things that they could – what am I trying to say? They might have been saying it without realizing they were saying it.

But no one was saying, we need Amazon Connect talent today.

Like, where do those things come from and how does that interact with the product feature requests? Yeah.

Yeah, so we also have a concept of where we have folks within my team who are more service aligned to specific areas.

And as part of this process, we are closely aligned with the product teams as part of my team.

I'm part of the Applied AI Exploration team.

So my job and the essays within my team are closely aligned with the product leaders across different domains.

And what we do is there is a regular quarterly ideation that happens.

And you'll see, as you are wearing the T-shirt about Amazon Connect Talent as an example, this is one of the things that was an idea.

And we always believe in writing the PR FAQs.

So if you have got a good idea and you have a good concept, each of us can write

a PRFAQ.

We are all empowered to write a PRFAQ and present to our leadership.

And if that idea moves further and we see that this idea can solve a challenge or a process or an issue for our customers, then we definitely vote for it and we proceed with what a quick proof of concept and that's what happened with talent as an example which it will be soon will be a GA soon as an example I hope this this gets published after the GA which is

so we'll see you heard it first um the uh and the PRFAQ it's just to tease that out for people So, basically, that is – and anyone who wants to dive deep on it, there's many YouTube videos of Jeff Bezos talking about the working backwards process, as it's called, that are fascinating.

But basically, it is you begin with the press release.