The New CX Imperative: Weaving Trust and Empathy into the Automated Journey
Dana Schmidt, Slice Communications
The promise of technology was a seamless, efficient customer journey. What we often got was an impersonal, transactional one. We’ve optimized for speed but lost the human connection.
To drive measurable impact and build long-term loyalty, marketing leaders must embrace a “”human-first hybrid”” model.
This means strategically blending cutting-edge automation with moments of genuine empathy and trust. We’ll explore how to build authentic experiences that leverage technology to enhance—not replace—the human element, creating a powerful competitive advantage.