How can companies strike a balance between leveraging emerging technology to enhance their customer experience and maintaining the human touch and personal connection that consumers value in their interactions with a brand?

Companies can strike a balance by using technology to streamline processes and improve efficiency, while still prioritizing human interaction in key customer touchpoints. This can be achieved by implementing AI and automation for routine tasks, while reserving personalized interactions for more complex or emotional customer needs. Additionally, companies can invest in training their employees to effectively use technology to enhance the customer experience, rather than replace it. Ultimately, the key is to leverage technology as a tool to augment, rather than replace, the personal connection that consumers value in their interactions with a brand.