The Experience Gap Is Growing. Are Your Agents Ready?

Customers are arriving in service interactions more informed, more impatient and more demanding than ever before.

They already know about the outage. They’ve seen the alerts. They’ve formed their own hypotheses before they even contact support.

Meanwhile, many agents are still navigating fragmented systems, disconnected workflows and incomplete customer histories.

The result? An expanding “experience gap” between what customers expect and what organizations can actually deliver.

In this exclusive CX Today webinar interview, experts from TTEC Digital, ServiceNow and Arqiva explore how leading organizations are closing that gap with connected workflows, AI-powered insights and real-time operational visibility.

What You’ll Learn:

• Why fragmented CX systems are creating operational drag and customer frustration
• How AI summarization is reducing cognitive load for agents
• The role of connected front, middle and back-office workflows
• Why empathy and customer effort metrics will matter more than handle time
• How organizations are preparing for Agentic AI in customer service
• Practical strategies to reduce resolution times and improve agent confidence

Featured Speakers:

• Nicole Willing, Technology Journalist, CX Today
• Richard Motteram, Customer Experience Leader, TTEC Digital
• Phil Hatton, Director of CRM Sales, ServiceNow
• Ruth Kirby, Head of Enablement, Arqiva

Key Insights Covered:

• 62% of CX leaders admit they are not maximizing CX data (ServiceNow report)
• 42% still rely on manual processes to analyze customer experience data (ServiceNow report)
• Gartner predicts 80% of customer service interactions for simple issues could be resolved autonomously by AI by 2029
• One organization achieved a 55% reduction in mean time to resolve using AI summarization capabilities

If your organization is investing in AI, automation or CX transformation, this discussion provides a practical look at what actually works, where businesses are struggling and how customer expectations are evolving faster than most operations can keep up with.

Download the webinar now and learn how to close the experience gap before it impacts customer trust, agent performance and operational efficiency.