A lot of people understand the brand building value of the human touch; how refreshing it is to talk to a real person, how nice it is when a service employee goes above and beyond to help you with your situation, how human it feels to be addressed by your first name.
But hiring people is expensive. People can’t consistently work twenty four hour days. They require things like clean restrooms and medical plans. And so management searches out automated solutions to drive costs down. And we lose the human touch.
Unfortunately, few people talk about the Automation Touch. The Automation Touch can be hamfistedly clunky. In trying to be personal, it can come off as transparently cloying. And sometimes, the Automation Touch can be just as costly. That’s probably what the management at this erstwhile-global outfit are feeling about now…