How can businesses ensure that the implementation of AI and automation in the CX process maintains a balance between efficiency and the human touch that customers value in their interactions with a brand?

Businesses can maintain a balance between efficiency and the human touch in the CX process by integrating AI and automation tools that enhance customer interactions without sacrificing personalized experiences. This can be achieved by leveraging data analytics to understand customer preferences and behaviors, using AI to automate routine tasks while reserving human interaction for more complex issues, and training employees to effectively use AI tools to complement their service. Additionally, businesses should regularly gather feedback from customers to ensure that the implementation of AI and automation is enhancing their overall experience and not detracting from the human touch they value.