How can businesses strike a balance between the efficiency of self-service options like chatbots and online portals and the human touch required for genuine personalized customer experiences in the CX process?

Businesses can strike a balance between self-service options and the human touch by integrating both seamlessly into their customer experience strategy. This can be achieved by using chatbots and online portals for routine inquiries and transactions, while reserving human interaction for more complex issues or personalized interactions. Training customer service representatives to provide empathetic and personalized support is crucial in maintaining the human touch. Additionally, leveraging data and analytics to understand customer preferences and behaviors can help businesses tailor their interactions to each individual, creating a more personalized experience.