How can companies effectively measure the success of their technology-driven CX communication strategies in maintaining a human touch with customers, and what key metrics should they focus on to ensure a balance between automation and personal connection?

Companies can effectively measure the success of their technology-driven CX communication strategies by tracking key metrics such as customer satisfaction, response time, and resolution rate. They should also focus on metrics like customer feedback and Net Promoter Score to gauge the level of personal connection maintained with customers. By analyzing these metrics, companies can ensure a balance between automation and personal connection, ultimately leading to improved customer relationships and loyalty.