How can businesses ensure that their employees are utilizing AI and machine learning technology effectively to enhance customer experiences, while still maintaining authenticity and genuine connections with customers?

Businesses can ensure that their employees are utilizing AI and machine learning technology effectively by providing comprehensive training and ongoing support. It is important for employees to understand how these technologies work and how they can be used to enhance customer experiences. Additionally, businesses should encourage employees to use these tools as a way to complement their own skills and expertise, rather than replace them. Finally, maintaining authenticity and genuine connections with customers can be achieved by incorporating human touchpoints throughout the customer journey, such as personalized interactions and empathetic communication.