Why Human Service Will Make Its Comeback
Automation is impressive. AI is powerful. Self-service is convenient.
But none of it replaces what customers really remember — how you made them feel.
We’re entering a tipping point. The more businesses automate, the more customers will crave human connection: empathy, presence, intuition.
This is the pendulum swing. And when it swings back to high-touch service, most teams won’t be ready.
We already see it:
- Customers queue for humans, not kiosks.
- Bots frustrate more than they solve.
- Employees feel unseen, untrained in soft skills.
The illusion is that tech solves everything. The reality? It can’t build trust or emotional loyalty.
Leaders must ask: are we upskilling our people with the relational muscle they’ll need to serve in a high-touch rebound?
The businesses that thrive next won’t just be tech-savvy — they’ll be human-ready.
Start now. Before the swing becomes the storm.
