How can companies ensure that their use of technology and human interaction in creating a personalized customer experience aligns with their brand values and maintains authenticity in a remote or socially distanced setting?

Companies can ensure that their use of technology and human interaction aligns with their brand values by first clearly defining those values and ensuring all customer interactions reflect them. They should invest in technology that enhances, rather than replaces, human connection, such as personalized messaging and virtual events. It's important to train employees on how to authentically engage with customers in a remote setting, ensuring that interactions feel genuine and in line with the brand's values. Regularly soliciting feedback from customers can also help companies gauge how well their personalized customer experience aligns with their brand values and authenticity.