{"id":82958,"date":"2023-09-05T07:12:45","date_gmt":"2023-09-05T14:12:45","guid":{"rendered":"https:\/\/upstreamworks.com\/wp\/?page_id=82958"},"modified":"2026-04-09T07:12:55","modified_gmt":"2026-04-09T14:12:55","slug":"customer-stories-united-airlines","status":"publish","type":"page","link":"https:\/\/upstreamworks.com\/wp\/customer-stories-united-airlines","title":{"rendered":"Customer Stories: United Airlines"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row css=&#8221;.vc_custom_1630338999540{margin-top: -200px !important;padding-top: 40px !important;padding-right: 20px !important;padding-left: 20px !important;background-color: #ffffff !important;}&#8221;][vc_column css=&#8221;.vc_custom_1630348673698{padding-top: 40px !important;padding-right: 0px !important;padding-left: 0px !important;background-color: #ffffff !important;}&#8221;][vc_row_inner css=&#8221;.vc_custom_1501804691651{padding-top: 40px !important;padding-bottom: 40px !important;}&#8221;][vc_column_inner width=&#8221;2\/3&#8243; css=&#8221;.vc_custom_1693926829252{margin-top: 100px !important;}&#8221;][vc_column_text]<\/p>\n<h2><span style=\"color: #0071bc;\"><strong>United Airlines Sought to Redefine Its Customer Service &#8211; Upstream Works and Cisco Delivered a Game-Changer<\/strong><\/span><\/h2>\n<p>Executives from United Airlines and Upstream Works discuss our joint innovation project in transforming CX in the world\u2019s largest airline, including <em>Agent on Demand<\/em>, a seamless, virtual customer service experience with the ability to share video, chat and audio based on the customer needs or preferences.<\/p>\n<p>Watch this mini-interview to hear from our speakers, Rob Bence, Director, Digital Technology, Airports (Global), United Airlines and Jeff Palmer, CRO, Upstream Works.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;82960&#8243; img_size=&#8221;large&#8221; alignment=&#8221;center&#8221; css=&#8221;.vc_custom_1693928028905{margin-top: 180px !important;}&#8221;][\/vc_column_inner][\/vc_row_inner][vc_column_text css_animation=&#8221;top-to-bottom&#8221; css=&#8221;.vc_custom_1695220906580{padding-bottom: 20px !important;background-color: #ffffff !important;}&#8221;]<\/p>\n<style>.embed-container { position: relative; padding-bottom: 56.25%; height: 0; overflow: hidden; max-width: 100%; } .embed-container iframe, .embed-container object, .embed-container embed { position: absolute; top: 0; left: 0; width: 100%; height: 100%; }<\/style>\n<div class=\"embed-container\"><iframe title=\"Customer Stories: United Airlines\" src=\"https:\/\/www.youtube.com\/embed\/fsA20j3SMg0? autoplay=1&amp;loop=1&amp;playlist=fsA20j3SMg0\" name=\"\u201diframe\u201d\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/div>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row&#8221; content_placement=&#8221;middle&#8221; parallax=&#8221;content-moving&#8221; css=&#8221;.vc_custom_1501805033951{margin-top: 20px !important;background-image: url(https:\/\/upstreamworks.com\/wp\/wp-content\/uploads\/2017\/07\/gradient_bkg.jpg?id=3506) !important;background-position: center;background-repeat: no-repeat;background-size:cover;}&#8221;][vc_column][vc_column_text]<\/p>\n<h2 style=\"text-align: center; color: #ffffff;\">At Upstream Works, we&#8217;re redefining the customer<br \/>\nexperience &#8211; for you, your customers, for all of us.<\/h2>\n<p>[\/vc_column_text][vc_btn title=&#8221;Contact us&#8221; style=&#8221;outline-custom&#8221; outline_custom_color=&#8221;#ffffff&#8221; outline_custom_hover_background=&#8221;#ffffff&#8221; outline_custom_hover_text=&#8221;#1e73be&#8221; shape=&#8221;square&#8221; size=&#8221;lg&#8221; align=&#8221;center&#8221; css=&#8221;.vc_custom_1693926709168{padding-bottom: 10px !important;}&#8221; link=&#8221;url:https%3A%2F%2Fupstreamworks.com%2Fwp%2Fabout-us%2Fcontact-us%2F|||&#8221;][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row css=&#8221;.vc_custom_1630338999540{margin-top: -200px !important;padding-top: 40px !important;padding-right: 20px !important;padding-left: 20px !important;background-color: #ffffff !important;}&#8221;][vc_column css=&#8221;.vc_custom_1630348673698{padding-top: 40px !important;padding-right: 0px !important;padding-left: 0px !important;background-color: #ffffff !important;}&#8221;][vc_row_inner css=&#8221;.vc_custom_1501804691651{padding-top: 40px !important;padding-bottom: 40px !important;}&#8221;][vc_column_inner width=&#8221;2\/3&#8243; css=&#8221;.vc_custom_1693926829252{margin-top: 100px !important;}&#8221;][vc_column_text] United Airlines Sought to Redefine Its Customer Service &#8211; Upstream Works and Cisco Delivered a Game-Changer Executives from United Airlines and Upstream Works discuss our joint innovation project in transforming CX in the world\u2019s largest airline, including Agent on Demand, a seamless, virtual customer service experience with the ability to share video, chat and audio based on the customer needs or preferences. Watch this mini-interview to hear from our speakers, Rob Bence, Director, Digital Technology, Airports (Global), United Airlines and Jeff Palmer, CRO, Upstream Works.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;82960&#8243; img_size=&#8221;large&#8221; alignment=&#8221;center&#8221; css=&#8221;.vc_custom_1693928028905{margin-top: 180px !important;}&#8221;][\/vc_column_inner][\/vc_row_inner][vc_column_text css_animation=&#8221;top-to-bottom&#8221; css=&#8221;.vc_custom_1695220906580{padding-bottom: 20px !important;background-color: #ffffff !important;}&#8221;] [\/vc_column_text][\/vc_column][\/vc_row][vc_row full_width=&#8221;stretch_row&#8221; content_placement=&#8221;middle&#8221; parallax=&#8221;content-moving&#8221; css=&#8221;.vc_custom_1501805033951{margin-top: 20px !important;background-image: url(https:\/\/upstreamworks.com\/wp\/wp-content\/uploads\/2017\/07\/gradient_bkg.jpg?id=3506) !important;background-position: center;background-repeat: no-repeat;background-size:cover;}&#8221;][vc_column][vc_column_text] At Upstream Works, we&#8217;re redefining the customer experience &#8211; for you, your customers, for all of us. 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