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AI & CX Strategy Workshop

Turn AI ambition into a transformation roadmap.

One facilitated session that uses DREAM, a structured AI transformation methodology, to help your leadership team step back from day-to-day operations, challenge assumptions and design a modern customer engagement strategy.

Book a workshop

What is the DREAM Workshop?

The DREAM Workshop is the Upstream Works AI and CX strategy session: a facilitated, collaborative workshop for contact-center and CX leadership teams. It uses the DREAM methodology to help you step back from day-to-day operations, challenge assumptions and leave with a future CX vision and an AI transformation roadmap your team built.

Why now

Organizations are under pressure to modernize customer operations. AI is accelerating change, customer expectations are rising, and traditional service models are struggling to keep pace.

The workshop gives your leadership team the space to explore transformation, align on priorities and design meaningful change — before anyone commits to a platform or a project.

Who should attend

Leadership teams responsible for modernizing customer service, deploying contact-center AI and improving agent workflows:

  • Chief Experience Officers
  • Contact-center directors
  • Operations executives
  • IT leaders

Outcomes

What you leave with

Clear, tangible outcomes your leadership team can act on immediately.

  1. Your future CX vision

    How AI, CX and operations can work together.

  2. Strategic alignment

    Leadership consensus on priorities and goals.

  3. Opportunity identification

    Automation, operational improvement and insights.

  4. AI transformation roadmap

    Defined initiatives to move toward the future.

Then UWXP, the Upstream Works AI experience layer, puts those insights to work — guiding how AI and people work together to deliver better outcomes. The result is one path from insight and strategy to implementation and measurable operational impact.

When it helps most

Strategic drivers for operational transformation

Transformation starts when customer expectations, business priorities and operating models fall out of alignment — a sign it’s time to reassess how customer engagement and operations work together. The workshop is especially valuable when you are:

  • Exploring how AI can transform CX and contact-center operations
  • Addressing growing operational complexity and rising cost-to-serve
  • Identifying new ways to drive growth through better customer engagement

The DREAM methodology

From operational complexity to strategic clarity

DREAM is a structured transformation methodology in five stages.

  1. Discover

    Understand operational realities, friction points and opportunities.

  2. Reimagine

    Challenge assumptions and explore new possibilities for CX and operations.

  3. Educate

    Build shared understanding and uncover insights.

  4. Apply

    Bridge the gap between today’s constraints and the reimagined future.

  5. Mobilize

    Define the roadmap and next steps for transformation.

AI-powered workshop intelligence

DREAM captures and synthesizes the conversation in real time, so the room moves from discussion to clarity faster.

  • AI conversation captureRecords and organizes the workshop’s conversations.
  • Real-time insightsHighlights key themes, patterns, priorities and insights as they emerge.
  • Structured outputsProduces actionable insights and a detailed roadmap.
insights per session
1000+
faster than surveys
10x
analytical views
7

Readiness

Ready for AI transformation?

Organizations turn to the workshop when current operations, technology or service models no longer match business goals. As part of the session, your organization assesses its readiness for transformation across five dimensions.

  • People
  • Organization
  • Customer
  • Technology
  • Regulation

What leaders ask before booking

What is the Upstream Works AI and CX Strategy Workshop?

The Upstream Works AI and CX Strategy Workshop is a facilitated, collaborative strategy session designed for contact-center and CX leadership teams. The workshop helps organizations step back from day-to-day operations, challenge current operational assumptions, and design a modern, AI-driven customer engagement strategy.

Who should attend the AI and CX Strategy Workshop?

The workshop is built specifically for leadership teams, including Chief Experience Officers (CXOs), contact-center directors, operations executives and IT leaders who are responsible for modernizing customer service, deploying contact-center AI and improving agent workflows.

What are the main outcomes of the DREAM Workshop?

Organizations leave the session with three core deliverables: a clear future-state vision for customer experience (CX), an aligned operational roadmap that merges human workflows with AI automation, and a tangible action plan to accelerate contact-center transformation.

What does a realistic AI transformation roadmap look like for a contact center?

The most credible roadmaps aren’t built by vendors — they’re built by your leadership team, with expert facilitation. In the AI and CX Strategy Workshop, your organization assesses its readiness. From that baseline, the session produces a sequenced set of initiatives with clear ownership and defined success metrics. You leave with something your team built and believes in.

Book a workshop

Your AI transformation roadmap starts here.

Schedule an AI & CX Strategy Workshop to gain clarity, alignment and a plan you can actually execute.

  • One facilitated session for your leadership team
  • Readiness assessed across five dimensions
  • A roadmap your team built and believes in

Book a workshop

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