Empathy should be integral in digital transformation

I have just been reading an interesting article about how empathy will fuel the Digital Transformation. I found it a really interesting article and one that I fully support. A number of people that I talk to believe that digital transformation is the way forward but do not fully understand the need for the human connection as part of improving service. Our Customer Experience Audits highlight that for many customers, a personal empathic relationship is required that can be supported through digital transformation rather than being replaced by it. Digital transformation is a commonly used term but often misunderstood. It is not just about using digital channels or automation it is about using technology to improve service. It is essential that service providers understand this in order to continue to build relationships with customers that are beneficial for all parties.