How can CX professionals balance the use of emerging technologies like artificial intelligence and chatbots with maintaining a human touch in customer interactions to ensure a personalized and empathetic customer experience?

CX professionals can balance the use of emerging technologies like artificial intelligence and chatbots by integrating them strategically into the customer journey, focusing on enhancing rather than replacing human interactions. They can also ensure that these technologies are used to gather insights and streamline processes, allowing human agents to focus on building relationships and providing personalized support. By training employees to effectively use these tools and encouraging a customer-centric mindset, CX professionals can maintain a human touch in customer interactions while leveraging technology to deliver efficient and empathetic experiences.