How can companies strike a balance between utilizing technology to streamline customer interactions and maintaining the personal touch that customers crave in their experiences with a brand?

Companies can strike a balance between utilizing technology and maintaining a personal touch by implementing a multi-channel approach that integrates automation with human interaction. This can involve using chatbots and AI to handle routine inquiries while reserving human interaction for more complex issues. Additionally, companies can personalize customer interactions by leveraging data analytics to tailor recommendations and communications. Finally, providing training to employees on empathy and communication skills can help ensure that the personal touch is maintained in all customer interactions.