How can employees balance the use of technology with providing a genuine human touch in delivering personalized service to customers in a customer-centric culture?

Employees can balance the use of technology by using it as a tool to enhance, not replace, the human touch in customer service. They should focus on building relationships with customers through personalized interactions and empathy. Training and ongoing support can help employees develop the skills needed to provide exceptional customer service while utilizing technology effectively. Regular feedback from customers can also help employees understand the impact of their interactions and make necessary adjustments to ensure a customer-centric approach.