How can companies ensure that technology-driven personalization in the customer experience journey maintains a human touch and does not come across as intrusive or impersonal?

Companies can ensure that technology-driven personalization maintains a human touch by focusing on building genuine relationships with customers. This can be achieved by using data analytics to understand customer preferences and behaviors, and then using this information to provide personalized experiences that add value and enhance the customer journey. Additionally, companies can incorporate elements of empathy and emotional intelligence into their interactions with customers to create a more personalized and humanized experience. Finally, it is essential for companies to be transparent about how they collect and use customer data, and to give customers control over their own personal information to avoid coming across as intrusive or impersonal.