How can companies effectively balance the use of technology in customer experience training programs with the personal touch needed to create genuine connections with customers?

Companies can effectively balance the use of technology in customer experience training programs by utilizing a combination of online training modules and in-person workshops. This allows for flexibility and convenience while still providing opportunities for face-to-face interaction. Additionally, incorporating interactive elements such as live chat support or virtual reality simulations can help create more engaging and personalized training experiences. Finally, companies should encourage employees to actively listen to customers, demonstrate empathy, and communicate authentically to foster genuine connections that go beyond technology.