“Brands need to be more proactive in embedding a customer-centric mindset throughout all departments. This process requires a mix of #data-driven insight and human initiative and #empathy..

Striking the right balance between #AI systems and #human frontline delivery is vital..

Stimulating positive emotions and driving loyalty requires designing a #customerjourney that leverages both technology and humans..”

Forbes - The Future Of Business: Integrating Offline And Online To Delight The Customer