How can companies strike a balance between utilizing digital tools for efficiency and maintaining the personal touch in customer interactions to ensure a positive customer experience?

Companies can strike a balance between utilizing digital tools for efficiency and maintaining the personal touch in customer interactions by implementing a multi-channel approach that integrates both digital and traditional communication methods. This allows customers to choose their preferred method of interaction while still receiving personalized service. Companies can also invest in training their employees to effectively use digital tools while emphasizing the importance of building relationships with customers. Additionally, leveraging data and analytics from digital interactions can help companies better understand customer preferences and tailor their interactions to create a more personalized experience.