How can businesses effectively balance the use of technology to empower customers to take ownership of their experiences while still providing personalized human interaction and support when needed?

Businesses can effectively balance the use of technology by offering self-service options that empower customers to take control of their experiences, such as online portals or chatbots. They can also personalize interactions by collecting and utilizing customer data to tailor recommendations and communication. Additionally, businesses should ensure that there are channels for customers to easily reach out for human support when needed, whether through phone, email, or in-person interactions. Striking this balance requires a seamless integration of technology and human touchpoints to create a personalized and efficient customer experience.