In what ways can employees ensure that they are using technology in a way that enhances the human touch in customer interactions, rather than replacing it?

Employees can ensure they are using technology to enhance the human touch in customer interactions by personalizing communication, such as addressing customers by name and using a conversational tone. They can also use technology to gather and remember customer preferences, allowing for more tailored interactions. Additionally, employees can balance technology with face-to-face interactions, ensuring that they are still providing a personal touch to customer service. Lastly, employees should actively listen to customer feedback and use technology to improve the overall customer experience, rather than relying solely on automated processes.