Rob McDougall

Rob McDougall

Rob McDougall is the driving force behind Upstream Works Software as CEO. Upstream Works provides best-in-class omnichannel contact center solutions to increase customer engagement and agent success. Rob’s passion for making the agent experience better is evident with the company’s “agent first” approach. Upstream Works helps bring the customer journey together across all digital channels, applications, and platforms with desktop elegance.
AI Still Needs Human Insight to Shape the Retail Experience

In 2024, the most forward-thinking and innovative retail organizations will recognize that it's a must to blend intelligent human insight and artificial intelligence (AI). It will become clear that unless an organization can find a way to unify the two across virtually every aspect of their business, it will suffer the consequences across both the…