Rob McDougall

Rob McDougall is the CEO of Upstream Works Software.

Upstream Works provides omnichannel contact center solutions to increase customer engagement and agent success.

Most Recent

An artist’s illustration of artificial intelligence (AI)

Agents and AI: A Winning Combo in Contact Centers

Human agents receive the support to make their jobs more manageable, reducing contact center churn while improving customer engagements.

Six Things

What Trump 2.0 Means for Climate Initiatives

By Paul Carroll

With a president-elect who talks about the "climate hoax," insurers can play a key role in ensuring that progress continues on resilience in the face of climate change.

Embedded Insurance: A Major Disruptor

Embedded insurance promises to disrupt insurance distribution as well as product and help close the “protection gap”--the 50% of all economic losses not covered by insurance.

Can AI Serve as a Concierge?

Life insurers need to provide customers a more human experience, and AI can serve up poignant insights, at the moment of truth, when it matters most.

Transforming Insurance Operations With AI

As carriers and agencies adapt to hybrid work models, AI-powered tools are becoming increasingly crucial for maintaining efficiency and quality of service.

The 'Digital Roundtrip' of Insurance

Think of agencies as a relay team: Connecting all systems, people, and stages of the client journey and policy lifecycle makes the baton handoffs much easier.

6 Keys for Policy Management Software

Integrating insurance policy management software with the rest of an agency's tech ecosystem can generate insights and boost productivity. 

How to Handle GenAI Security Issues

Here is a flexible software security review framework that organizations can use to improve their security posture.

ITL Recommends

How Brokers Can Optimize Their Carrier Strategies

The Five Things Agencies Must Do Before the Hard Market Ends

Smart Choice

Beyond Silos: Strengthening Operational Resilience with Integrated Risk Management

Origami Risk