Balancing Automation and Personalization in Customer Experience Hi Reader First, a quick note—if this newsletter landed later than expected, thank you for your patience! Life has been a rollercoaster lately, and I appreciate you sticking with me. AI chatbots and virtual agents are transforming customer service and delivery—handling inquiries faster, reducing costs, and providing 24/7 availability. But here’s the challenge: how do you harness these tools without creating cold, robotic...