By Jalaja Ramanunni
In today’s fast-paced world, modern consumers prefer simple and personal experiences that cater to their emotional and practical needs. They expect brands to connect with them on a more human level and create meaningful relationships.
However, as brands have transitioned to the digital realm, some have lost sight of the importance of human connection. In this context, it is essential for brands to strike a balance between technology and human touch to deliver an exceptional customer experience.
Oliver West, customer experience director, CCXP, MRM, stated that since the pandemic, he has seen an even split between businesses that have increased their customer expe
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