How can employees balance the use of technology in customer service interactions with maintaining a personal touch and human connection with customers in today's digital age?

Employees can balance the use of technology in customer service interactions by utilizing automation for routine tasks, allowing more time for personalized interactions. They can also incorporate personalized touches in their digital communications, such as addressing customers by name or referencing previous interactions. Additionally, employees can actively listen to customers, show empathy, and demonstrate a genuine interest in helping them to maintain a human connection. Finding the right balance between technology and personalization is key to providing exceptional customer service in today's digital age.