In what ways can companies measure the success of their efforts to maintain a balance between technology-driven CX communication tools and providing a personal touch to customers?

Companies can measure the success of their efforts by tracking customer satisfaction metrics such as Net Promoter Score or customer feedback surveys. They can also analyze customer engagement metrics like open rates, click-through rates, and response rates to their communication efforts. Additionally, companies can monitor customer retention rates and repeat purchase behavior to gauge the effectiveness of their personalized customer interactions. By regularly reviewing these metrics and adjusting their strategies accordingly, companies can ensure they are maintaining a balance between technology-driven CX communication tools and providing a personal touch to customers.