{"id":54188,"date":"2020-12-02T08:40:05","date_gmt":"2020-12-02T15:40:05","guid":{"rendered":"https:\/\/upstreamworks.com\/wp\/?page_id=54188"},"modified":"2026-04-20T10:14:34","modified_gmt":"2026-04-20T17:14:34","slug":"the-accelerated-need-for-digital-cx-in-2021","status":"publish","type":"page","link":"https:\/\/upstreamworks.com\/wp\/the-accelerated-need-for-digital-cx-in-2021\/","title":{"rendered":"The Accelerated Need for Digital CX in 2021"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row gap=&#8221;20&#8243; css=&#8221;.vc_custom_1503703440999{padding-top: 40px !important;}&#8221;][vc_column css=&#8221;.vc_custom_1472612362873{padding-top: -15px !important;}&#8221;][vc_column_text]<\/p>\n<h1 style=\"text-align: center;\">Upstream Works Whitepapers and Reports<\/h1>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221; css=&#8221;.vc_custom_1472614047297{background-color: #f2f2f2 !important;}&#8221;][vc_column width=&#8221;1\/6&#8243; el_class=&#8221;columnM1&#8243;][\/vc_column][vc_column width=&#8221;2\/3&#8243;][vc_row_inner el_class=&#8221;columnM1&#8243;][vc_column_inner width=&#8221;1\/4&#8243;][vc_single_image image=&#8221;54281&#8243; img_size=&#8221;277&#8243; css_animation=&#8221;top-to-bottom&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;3\/4&#8243;][vc_column_text]<\/p>\n<h2>Strategic Insight Series<\/h2>\n<h1>Part 2 of 3: The Accelerated Need for Digital CX in 2021<\/h1>\n<p>[\/vc_column_text][vc_column_text]As contact centers prepare for 2021, it\u2019s important to consider how COVID-19 has changed day-to-day operations and how customers interact with businesses. In the second of a three-part series, we discuss how contact center leaders need to think about CX as technology continues to evolve.<\/p>\n<p>This report explores:<\/p>\n<ul>\n<li>Understanding digital CX<\/li>\n<li>Adapting to COVID-19 with digital CX<\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>Get Instant Access to the Report Now<\/h1>\n<p>[\/vc_column_text][vc_raw_html]JTNDZGl2JTIwaWQlM0QlMjJNQWZvcm0tOTlmMDAzMGMtNDcxZC00NzIyLTlkYjktMDZlYjZhMWFhMzE3JTIyJTIwY2xhc3MlM0QlMjJNQWZvcm0lMjIlM0UlMEElMDklM0NzY3JpcHQlMjB0eXBlJTNEJTIydGV4dCUyRmphdmFzY3JpcHQlMjIlMjBzcmMlM0QlMjJodHRwcyUzQSUyRiUyRmZvcm1zLm5ldC1yZXN1bHRzLmlvJTJGZm9ybS1yZW5kZXIuanMlM0ZmaWQlM0Q5OWYwMDMwYy00NzFkLTQ3MjItOWRiOS0wNmViNmExYWEzMTclMjIlMjBjcm9zc29yaWdpbiUzRCUyMmFub255bW91cyUyMiUzRSUzQyUyRnNjcmlwdCUzRSUwQSUzQyUyRmRpdiUzRQ==[\/vc_raw_html][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/6&#8243;][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row gap=&#8221;20&#8243; css=&#8221;.vc_custom_1503703440999{padding-top: 40px !important;}&#8221;][vc_column css=&#8221;.vc_custom_1472612362873{padding-top: -15px !important;}&#8221;][vc_column_text] Upstream Works Whitepapers and Reports [\/vc_column_text][\/vc_column][\/vc_row][vc_row content_placement=&#8221;middle&#8221; css=&#8221;.vc_custom_1472614047297{background-color: #f2f2f2 !important;}&#8221;][vc_column width=&#8221;1\/6&#8243; el_class=&#8221;columnM1&#8243;][\/vc_column][vc_column width=&#8221;2\/3&#8243;][vc_row_inner el_class=&#8221;columnM1&#8243;][vc_column_inner width=&#8221;1\/4&#8243;][vc_single_image image=&#8221;54281&#8243; img_size=&#8221;277&#8243; css_animation=&#8221;top-to-bottom&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;3\/4&#8243;][vc_column_text] Strategic Insight Series Part 2 of 3: The Accelerated Need for Digital CX in 2021 [\/vc_column_text][vc_column_text]As contact centers prepare for 2021, it\u2019s important to consider how COVID-19 has changed day-to-day operations and how customers interact with businesses. In the second of a three-part series, we discuss how contact center leaders need to think about CX as technology continues to evolve. This report explores: Understanding digital CX Adapting to COVID-19 with digital CX [\/vc_column_text][vc_column_text] Get Instant Access to the Report Now [\/vc_column_text][vc_raw_html]JTNDZGl2JTIwaWQlM0QlMjJNQWZvcm0tOTlmMDAzMGMtNDcxZC00NzIyLTlkYjktMDZlYjZhMWFhMzE3JTIyJTIwY2xhc3MlM0QlMjJNQWZvcm0lMjIlM0UlMEElMDklM0NzY3JpcHQlMjB0eXBlJTNEJTIydGV4dCUyRmphdmFzY3JpcHQlMjIlMjBzcmMlM0QlMjJodHRwcyUzQSUyRiUyRmZvcm1zLm5ldC1yZXN1bHRzLmlvJTJGZm9ybS1yZW5kZXIuanMlM0ZmaWQlM0Q5OWYwMDMwYy00NzFkLTQ3MjItOWRiOS0wNmViNmExYWEzMTclMjIlMjBjcm9zc29yaWdpbiUzRCUyMmFub255bW91cyUyMiUzRSUzQyUyRnNjcmlwdCUzRSUwQSUzQyUyRmRpdiUzRQ==[\/vc_raw_html][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/6&#8243;][\/vc_column][\/vc_row]<\/p>\n","protected":false},"author":17,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"template_pvc.php","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-54188","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>The Accelerated Need for Digital CX in 2021 -<\/title>\n<meta name=\"description\" content=\"As contact centers prepare for 2021, it\u2019s important to consider how COVID-19 has changed day-to-day operations and how customers interact with businesses. 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