أنشئ حسابًا أو سجّل الدخول للانضمام إلى مجتمعك المهني.
Lack of skills and competencies, hesitate to put ‘people’ first to operationalise the customer experience. Digital solution leads to eliminate human-touch to improve the customer experience?
Would you rather deal with a person than a digital solution and pay more for better customer service?
Is it not the best to balance the digital solutions with human ones, giving the customers the option for either type of an interaction?
Thanks
Actually, I can not imagine even globe invaded by machines since human who operate them , beside the feelings that machine does not include and needed from customers which they are human too
Anyways. I support the great answer and examples which given by Mr. Fazlur
Regards
For Customer Service human touch is necessary whether you see or not
Digital solution has come as a way of innovation and also to address the shortage of labour or high labor cost. For example coffee or soft drink dispenser, you insert coin and then you get the desired things. In this case human touch is also there i.e. the human has to put water, sugar, milk in the dispenser at regular interval.
Customer interaction is the best way to make a rapport with the clients. If we ignore the human touch the essence of the rapport fades away. Although with the advancement of technology, we lay more emphasis on customer convenience. Both have their pros and cons associated with them. A customer delight can only be achieved when there is a sync and balance between technology and human which can be more effective to overcome disadvantages of each other and provide solutions for the customers.
No, it is the very essence of everything.
magining customer experience without a human touch is like envisioning a stage play without actors – the script might be compelling, the sets elaborate, but the magic often lies in the live interaction and emotional connection. While technology undeniably automates and streamlines many aspects of CX, a complete absence of the human touch presents both opportunities and challenges:
Opportunities:
Challenges:
The Future of Customer Experience:
The ideal future of CX won't lie in eliminating the human touch altogether, but rather in striking a harmonious balance between automation and human interaction. Here's how:
Ultimately, the key to exceptional customer experience in the digital age lies not in replacing human interaction, but in leveraging technology to its fullest potential while staying true to the core values of empathy, personalization, and trust. By striking this balance, businesses can create a future of CX that is both efficient and emotionally resonant, leaving customers feeling valued, understood, and connected.
In the absence of a human touch, customer experience relies heavily on automated systems, AI-driven interactions, and self-service options, potentially sacrificing emotional connection and personalized assistance but often prioritizing efficiency and accessibility in transactions and support processes.