How can companies measure the success of their hybrid approach to balancing advanced technology with a human touch in customer interactions, and what key metrics should they focus on to ensure a sustainable culture of customer orientation?

Companies can measure the success of their hybrid approach by tracking customer satisfaction metrics, such as Net Promoter Score or Customer Satisfaction Score. They can also monitor customer retention rates and repeat purchase behavior to gauge the effectiveness of their strategy. Key metrics to focus on include response times, resolution rates, and customer feedback to ensure a sustainable culture of customer orientation. By continuously monitoring these metrics and making adjustments based on customer feedback, companies can ensure they are striking the right balance between technology and human touch in their customer interactions.