Is automation the key to more human, personalized experiences? (feat. Bal Mahal and David Wachs)

from Questions for now - Compelling perspectives on digital CX

On this episode, we explore practical strategies for maintaining authentic customer connections and how, paradoxically, automation can make your experiences more human — not less.As brands scale, creating personalized customer experiences becomes increasingly challenging. Automation, when thoughtfully implemented, can create space for human team members to develop a deeper appreciation of specific customer needs and preferences, leading to better experiences and ultimately greater customer loyalty.Listen for the compelling perspectives of Bal Mahal, former senior product manager, intelligent automation at TELUS Digital, and David Wachs, founder and CEO of Handwrytten, as they share how brands can leverage automation to personalize customer experiences.Visit our website to learn more about TELUS Digital.Show notesFor more insights on automation, check out the Questions for now episode What do people get wrong about automation?

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This episode was published on March 20, 2025.

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