November 03, 2025
AI Boosts Customer Experience for Amazon and Big Tech During Earnings Season
America’s biggest tech companies are reporting their earnings this week along with huge numbers of banks, pharma and retail organisations.
Among the good news, Amazon gave an earning’s call shoutout to Connect The company’s AI-powered solution enabling contact centres to provide consistent, personalised customer experiences, grew to a $1 billion annualised revenue run rate business in recent weeks, with 12 billion minutes of customer interactions being handled by AI in the last year.
The AWS firm also saw strong adoption of Transform, an AI agent that makes it easy for customers to migrate to AWS. Transform has saved 700,000 hours of manual migration effort so far in 2025.
These show where AI is having a real-world impact on businesses, and these types of anecdote and data do far more to promote AI than the usual marchitecture efforts.
More Work for AI, Less for Corporate Staff at Amazon
Putting a big dent in the celebratory EPS numbers, is the news that 14,000 corporate redundances (out of around 350,000 office roles, and 1.55 million total workers) in the wake of increasing use of AI within the business. That number could easily impact HR, customer experience and employee experience roles, as there are fewer employees to delight.
Amazon’s Beth Galetti, Senior Vice President of People Experience and Technology, shared the news, stating “While this will include reducing in some areas and hiring in others, it will mean an overall reduction in our corporate workforce of approximately 14,000 roles. Looking ahead to 2026, we expect to continue hiring in key strategic areas while also finding additional places we can remove layers, increase ownership, and realize efficiency gains.”
The survivors get to focus on helping Amazon act “like the world’s largest start-up”. With over $110 billion earmarked to power the company’s new AI data centres, a lot of that work will be automated, requiring fewer staff to oversee, perhaps starting a repeating circle of reducing staff needs.
Microsoft and Alphabet Go Big On AI
Keeping up with Amazon’s AI investment pace, Microsoft’s earnings call noted that “When it comes to infrastructure, we are building a planet-scale cloud and AI factory, maximizing tokens per dollar per watt, while supporting the sovereignty needs of customers and countries.”
The company used Ralph Lauren app as an example of the success found when using used Azure AI Foundry to build a conversational shopping experience, enabling customers to describe what they are looking for and get personalized recommendations.
Alphabet (Google’s) earnings report was light on the CX news. But did note that its across its Customer Support division, Gemini-powered solutions have managed over 40 million customer sessions so far this year and resolved hundreds of thousands of customer inquiries.
In the world of evolving search, Google did note that “AI is driving an expansionary moment for Search. As people learn what they can do with our new AI experiences, they are increasingly coming back to search more.”
With hundreds of companies reporting earnings during this week, we’ll check through to find any interesting CX and EX stories in among the detail.
