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Upstream Works Blog | January 16, 2020

How AI Drives Innovation for a Better CX

This is the last in a series of blog posts examining key contact center trends for 2020, and the first three lead up to this broader theme of innovation driven by Artificial Intelligence (AI). We began by looking at the...

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Upstream Works Blog | January 9, 2020

The Power of Empowerment: Agents and CX

So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for...

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Upstream Works Blog | January 2, 2020

CX – Making it Personal in 2020 with Omnichannel Optimization

This series started with digital transformation being the overall driver of change in 2020, and from that we’ll examine some sub-themes over the next few posts. Most technology decisions for contact centers are now built around customer experience – CX...

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Upstream Works Blog | December 18, 2019

Key Contact Center Trends to Watch for in 2020

There are many technology trends impacting the contact center, and as we enter a new decade, it’s only natural to think in broad terms with a longer-term time horizon. Ten years is an eternity in the world of tech, and...

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Upstream Works Blog | October 23, 2019

Customer Experience Management: Are You Optimizing CX Journeys?

  Customer Experience Management is the means by which an organization captures, measures, evaluates, and acts on all customer experiences, across all touchpoints on the customer journey. There are so many different types of customer experiences today compared to even...

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