How can companies effectively balance the use of digital tools to support employees in enhancing customer experience while also maintaining a human touch in their interactions with customers?

Companies can effectively balance the use of digital tools by providing training and support to employees on how to use these tools to enhance customer experience. They can also ensure that digital tools are used to streamline processes and provide quick responses to customer inquiries. To maintain a human touch, companies should encourage personalization, empathy, and active listening in customer interactions, even when using digital channels. Additionally, companies can incorporate feedback mechanisms to continuously improve the customer experience and ensure that the human element is not lost in the digital transformation process.