“Winning in ‪Automation Requires a Focus on Humans”: While automation technology is popular, it can be misused by companies seeking short-term solutions. By tracking each step of the customer journey, companies can achieve optimal results in the digital world while focusing on the main driver of all business: human ‪interaction.

Click here to read “Winning in Automation Requires A Focus on Humans” by Michael Coyne, John Larson, Jessica Shieh, and Hyo Yeon.