It's almost cliché to say that expectations of customer experience (CX) have risen greatly over the past few years. However, the gap between great CX and merely good CX has increased at a staggering pace. A small pack of companies, who have benefitted from a significant head start, are now racing ahead of the competition - and this stark gap is unlikely to be lost on consumers.

In addition, companies are holding more data than ever since the world moved further online during the pandemic, which larger established firms have leveraged to offer new levels of personalisation and customer service. To compete, firms are exploring how AI can help their agents – who have more choice than ever over how and where they work – to perform better.

To delve further into these challenges as well as some possible solutions, Will McCurdy, Content Editor, National Technology News was joined by Andy Traba, Director of Product Marketing for Customer Engagement Analytics, NICE.