How can a CX-focused organization effectively balance the use of technology and human touch to create a seamless and personalized customer experience that exceeds expectations?

A CX-focused organization can effectively balance the use of technology and human touch by leveraging technology to gather customer data and insights, allowing for personalized interactions. This data can then be used to empower frontline employees with the information needed to provide a more personalized and seamless customer experience. Additionally, organizations can implement AI-driven tools to streamline processes and automate routine tasks, freeing up employees to focus on building relationships with customers. By combining the efficiency of technology with the empathy and emotional intelligence of human touch, organizations can create a customer experience that not only meets but exceeds expectations.