How can companies effectively balance the use of AI and automation technologies in their customer experience programs while maintaining a human touch and personal connection with their customers?

Companies can effectively balance the use of AI and automation technologies in their customer experience programs by leveraging these tools to enhance efficiency and provide personalized experiences. They can maintain a human touch by ensuring that AI and automation are used to augment, rather than replace, human interactions. This can be achieved by training employees to use these technologies effectively and encouraging them to focus on building relationships with customers. Additionally, companies can incorporate feedback mechanisms to continuously improve their customer experience strategies and ensure that they align with customer preferences and expectations.