Rob McDougall

Edinburgh, Scotland

Photographer at Freelance

Award winning photographer and digital film maker based in East Lothian and Edinburgh. Portrait by @AlastairCook

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Articles

Merging Technology and Human Interaction to Transform Retail CX

1 week ago | thefastmode.com | Rob McDougall

In-person shopping is currently experiencing a resurgence, and retailers are actively implementing innovative strategies to sustain this positive trend. According to Visa, 77% of shopping during the 2024 holiday season took place in-store.
Cloud Repatriation: 3 Reasons Contact Centers Are Going Back to On-Premise

1 month ago | customerthink.com | Rob McDougall

On-premise and cloud solutions are a growing part of the contact center market, especially for complex contact centers and large enterprises. Businesses considering changes to their contact center infrastructure must decide between an on-premise, private cloud, or public cloud solution. Understanding the trade-offs is essential for making an informed platform decision.
Corporate Liability in the Age of Artificial Intelligence

Jul 22, 2024 | smartcustomerservice.com | Rob McDougall

In the hearts and minds of almost everyone in business, artificial intelligence (AI) stands out as a versatile and powerful tool with the potential to revolutionize everything. AI, when used intelligently and with a human in the middle, becomes a great tool for eliminating drudgery and providing some pretty impressive productivity gains. However, if it's used as a direct touch customer interface, it has drawbacks.
Typography, Posters, Poster Inspiration, and Typography Posters image inspiration on Designspiration

Apr 28, 2024 | designspiration.com | Rob McDougall

#302f2e #d36855 #e64128 #e7b2a0 #f7f6f1...
Rob McDougall

Apr 16, 2024 | salestechstar.com | Rob McDougall

Author 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 Trends Redefining Sales and Marketing in 2024

Apr 16, 2024 | salestechstar.com | Rob McDougall

2023 marked a significant year for the integration of Artificial Intelligence (AI) across various business functions such as customer contact centers; 2024 is already shaping up to be equally promising. Here are three prominent trends that will help to keep moving AI to the top of the sales and marketing capabilities requirements list. 1.
AI Still Needs Human Insight to Shape the Retail Experience

Apr 10, 2024 | mytotalretail.com | Rob McDougall

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 employee experience (EX) and customer experience (CX).
Orchestrating the Agent Experience

Jan 31, 2024 | contactcenterpipeline.com | Rob McDougall

Just as a symphony’s harmony is only as strong as its weakest instrument, in a contact center, a customer’s satisfaction is intricately tied to the happiness of the least content contact center agent. Contact center agents are the frontline of the customer experience (CX). And when contact centers are short-staffed, or agents are disengaged, customers bear the brunt right away. It’s not good for customers and that isn’t good for businesses.
Vintage Logos, Vintage, Logos, Typography, and Signage image inspiration on Designspiration

Jan 1, 2024 | designspiration.com | Rob McDougall

The Fox Is Black ยป Vintage ABC Television Logo Treatments #logo #abc #vintage #494433 #912906 #a9730d #b8d4bd #fcf8e5...
The Tech Trend Shaping the Holiday Travel Experience

Nov 15, 2023 | destinationcrm.com | Rob McDougall

By Rob McDougall, president and CEO, Upstream Works Software Let’s face it: Air travel has never been more challenging. With delayed and canceled flights, baggage issues, and rising costs, consumers are increasingly challenged to find an airline that can actually provide a pleasant experience. In my travels, I am keenly aware that customer service isn’t about when things go right but rather when the wheels fall off, which can turn a simple trip into a cartoonish nightmare.