How can companies strike a balance between empowering employees with digital tools for customer experience support and maintaining a human touch in customer interactions to foster loyalty and trust?

Companies can strike a balance by providing comprehensive digital tools that streamline customer support processes while also training employees to effectively use these tools to enhance the customer experience. Additionally, companies can encourage employees to personalize interactions and show empathy towards customers to maintain a human touch. It is important for companies to monitor customer feedback and adjust their approach accordingly to ensure that the digital tools complement, rather than replace, the personal touch in customer interactions. Ultimately, fostering loyalty and trust requires a combination of efficient technology and genuine human connection in customer support interactions.