How can companies effectively balance the use of technology in improving communication and collaboration among CX-related roles, while also maintaining a human touch and personalized approach in customer interactions in today's digital age?

Companies can effectively balance technology and a human touch in customer interactions by leveraging tools like CRM systems and collaboration platforms to streamline communication and collaboration among CX-related roles. They can also incorporate chatbots and AI to handle routine inquiries, allowing human agents to focus on more complex customer needs. Additionally, companies should prioritize training their employees on empathy, active listening, and personalized communication to ensure that interactions remain human-centric and tailored to individual customer needs. Overall, a strategic combination of technology and human touch is essential for delivering exceptional customer experiences in today's digital age.