According to a recent PwC survey, 82% of US consumers want more human interaction in customer service.

With advancements in AI, automation, and self-service technologies, organisations are increasingly adopting tools that streamline customer interactions. However, as these technologies evolve, the importance of genuine human connection remains critical to creating meaningful customer experiences. Striking the right balance between technology and human intervention is essential, especially in complex interactions where a personal touch matters most.

As companies aim to enhance their customer journeys, the challenge lies in identifying when to rely on technology for efficiency and when human involvement can add significant value. This roundtable discussion will delve into practical strategies for integrating human-centric approaches within tech-driven customer experience frameworks to ensure interactions are not only efficient but also impactful and memorable.

Key discussion points include:

• Seeing the Whole Picture: How can organisations strike the balance between technology and empathy, ensuring that human interaction is maintained in key customer moments?

• When to Intervene: In which scenarios does human involvement add the most value to customer interactions, even with advanced technology in place?

• Building Human-Centric Experiences in a Tech-Driven World: What practical approaches can organisations take to integrate meaningful human touchpoints within an increasingly automated customer experience framework?

Seats to this invite only event are extremely limited, so register now to secure yours!