How can companies strike a balance between implementing cutting-edge technology for customer experience initiatives and ensuring that it doesn't overshadow the human touch and personalized service that customers value?

Companies can strike a balance by integrating technology that enhances the customer experience without replacing human interaction. This can be achieved by using technology to streamline processes and provide customers with self-service options, while still maintaining a strong focus on personalized service. Companies should also invest in training their employees to effectively use technology to enhance the customer experience and provide a seamless transition between technology and human interaction. Ultimately, the key is to use technology as a tool to support and enhance the human touch, rather than replace it.