How can companies strike a balance between utilizing advanced technology to enhance customer connections and maintaining a human touch in their interactions with customers in a digital-first world?

Companies can strike a balance by using technology to gather data and insights on customer preferences and behaviors, allowing for more personalized and targeted interactions. They can also leverage AI and automation to streamline processes and provide quicker responses to customer inquiries. However, it is essential to ensure that human interaction is not completely replaced by technology, as customers still value the emotional connection and empathy that comes with human interactions. Companies can achieve this by training their employees to effectively use technology as a tool to enhance, rather than replace, their ability to connect with customers on a personal level.