Technology is immersive nowadays. As a result, companies strive to strike the ideal balance between the human element and utilizing technology, in order to attract, service and retain customers. Their biggest objective is providing optimal customer experiences, while maintaining operational efficiency. Meanwhile, customers desire a convenient, responsive, personalized experience when interacting with companies. This begs the question, what's the ideal synergy between employees and technology?
A recent investigation by The ARF's Knowledge Center found that theissue is far more complex than first considered. How much technology should be utilized depends a lot on the industry, the sophistication of the product or service, the cost and the target audience. For example, baby boomers may prefer a more personal touch, while millennials are comfortable interacting with chat bots and social CRM.