Upstream Works Whitepapers and Reports


Strategic Report: Modeling Today’s Customer Experience to Create Tomorrow’s Business Value

Review trends and impacts shaping customer experience and business performance in 2018 and beyond. J Arnold & Associates present data and insights on the importance of a strategic approach to omnichannel customer experience.

This report presents a summary of data from an extensive range of research to clearly illustrate the business impact of an improved customer experience (CX), and discuss what businesses need to do to sustain success in 2018 and beyond.

  • Impact of CX on agent, business, and customer
  • Trends that will shape Customer Experience in 2018
  • Strategy Drivers for 2018

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