How can companies strike a balance between the efficiency of AI and automation technologies in their CX programs and the need for genuine human connection with their customers?

Companies can strike a balance between AI and automation technologies in their CX programs by leveraging these tools to handle routine tasks and streamline processes, allowing human agents to focus on building genuine connections with customers. By utilizing AI to gather data and insights on customer behavior, companies can personalize interactions and provide more tailored experiences. It is essential for companies to ensure that AI and automation are used as tools to enhance human interactions, rather than replace them, in order to maintain a high level of customer satisfaction and loyalty.