How can companies strike a balance between utilizing technology and automation to enhance the customer journey while still maintaining a personalized and human touch in their interactions with customers?

Companies can strike a balance by leveraging technology and automation to streamline processes and provide personalized experiences. This can be achieved by using data analytics to understand customer preferences and behavior, allowing for targeted and relevant interactions. Additionally, companies can incorporate AI-powered chatbots or virtual assistants to handle routine inquiries while reserving human interaction for more complex or emotional issues. Ultimately, the key is to use technology as a tool to enhance the customer journey, not replace the human element entirely.