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When Digital Becomes Human

The Transformation of Customer Relationships
Summary:

The book explores the integration of digital processes with human touch in customer service, arguing that the future of customer relationships hinges on blending technology with a personal approach. It provides insights into how businesses can adapt to this shift, enhance customer experiences, and maintain a competitive edge in a digital-centric world.

Key points:

1. Combine tech efficiency with human touch: Use tech for routine tasks and data, but keep human interactions for empathy and personal connections.

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