How can companies ensure that the integration of technology and human touch in customer experiences remains authentic and empathetic, rather than feeling automated or impersonal?

Companies can ensure that the integration of technology and human touch in customer experiences remains authentic and empathetic by prioritizing personalization and customization in their interactions with customers. This can be achieved by leveraging data and analytics to understand individual customer preferences and needs. Additionally, companies should train their employees to effectively use technology as a tool to enhance, rather than replace, human interactions. Regularly seeking feedback from customers and incorporating their input into the customer experience strategy can also help ensure that interactions feel genuine and empathetic.