How can companies strike a balance between utilizing advanced communication technologies and maintaining a personal connection with customers in their external CX communication strategies?

Companies can strike a balance by using technology to gather customer data and personalize communication, while also ensuring that interactions feel human and authentic. This can be achieved by training employees to use technology effectively while still prioritizing empathy and emotional intelligence in their interactions. Companies should also invest in omnichannel communication strategies that allow for seamless transitions between digital and human interactions, providing customers with the option to choose their preferred method of communication. Ultimately, the key is to leverage technology to enhance the customer experience, rather than replace human connection.