Episode 29 - Proactive Engagement

## Outbound Reimagined: Personalisation, AI & Proactive Engagement In Episode 29 of the ACP podcast, hosts Tom Morgan and Alex Baker are joined by Anjan Mukherjee, Head of Product for Amazon Connect’s Proactive Engagement Solutions, to dive deep into the evolving world of outbound communication. Together, they unpack how outbound campaigns have moved far beyond traditional cold calls. From personalised messaging and channel preference to AI-powered segmentation and outcome-driven engagement, this episode explores how businesses of all sizes can build smarter, more customer-centric communication strategies. Anjan shares real-world examples of proactive outreach, including agentless voice calls, SMS/email workflows, and real-time response models that drive both loyalty and conversion. Whether you're just getting started or looking to optimise your existing contact strategy, this conversation is packed with insights on leveraging outbound for moments that truly matter. 🎧 **Listen to the full episode below** and learn how to make outbound a seamless, personalised part of your customer journey.