How can organizations effectively balance the use of technology to enhance cross-functional collaboration while ensuring that the human element is not lost in the pursuit of improving the overall customer experience?

Organizations can effectively balance the use of technology by incorporating tools that facilitate communication and collaboration among different departments. It is important to provide training and support to ensure that employees are comfortable using these tools and understand their purpose. Additionally, creating a culture that values human connection and encourages face-to-face interactions can help maintain the human element in the pursuit of improving the overall customer experience. Regular feedback from employees and customers can also help organizations gauge whether the technology being used is enhancing collaboration without sacrificing the personal touch.