How can companies ensure that the implementation of technology and digital solutions in their customer experience improvement plan maintains a balance between automation and human touch to provide a truly personalized and exceptional customer experience?

Companies can ensure a balance between automation and human touch in their customer experience improvement plan by leveraging technology to streamline processes while still providing opportunities for human interaction. This can be achieved by implementing chatbots or self-service options for routine tasks, while reserving human intervention for more complex or emotional situations. Companies should also invest in training their staff to effectively use technology and provide personalized service that complements automated solutions. Regularly gathering feedback from customers and analyzing data can help companies fine-tune their approach to ensure a seamless integration of technology and human touch in delivering exceptional customer experiences.