This question is a very good one. Because it brings together what the customer expects: Functioning automatism and empathy in the interaction with the customer. First and foremost, the possibility of such interaction must exist; human interaction must be anticipated and planned. Automation must have access to information from human interaction and vice versa. Only when the customer senses that the personal and the digital enrich each other will they recognise and appreciate this as a real advantage over other companies - they may even be enthusiastic.

Most of the automationtools are rulebased systems but soon and with the help of agents and them in combination with GenAI/NLP we will have so much more possibilities. In some key areas like medicine and psychology AI already outperforms ( some ;-)) humans in empathy. But the goal always has to be that humans and machines can do thing togehter neiter could have done alone!

To keep a human touch in automated CRM processes, I focus on: - Personalized communication: Use client data to tailor messages. For ex: Address clients by name and reference past interactions. - Timely follow-ups: Automate reminders but ensure personalized responses. For ex: After an automated email, follow up with a personal check-in. - Empathy-driven content: Craft messages with understanding and care. For ex: Write automated responses that reflect concern and support. - Segmented messaging: Use automation to target specific client needs. For ex: Send tailored offers based on customer preferences. - Human intervention at key points: Allow team members to step in during complex interactions.

Blending tech with a personal touch in CRM requires thoughtful automation. Start by personalizing automated messages using the customer's name and referencing their previous interactions or purchases. Tailor content to their preferences and behavior, making communication feel relevant and specific. Use friendly, conversational language to keep the tone warm and approachable. Set triggers for follow-ups based on actions or time, ensuring timely and meaningful engagement. Finally, balance automation with human touchpoints by offering easy access to real support when needed. These strategies ensure automated CRM interactions remain personal and engaging.

Here is a brief overview in bullet points ensuring automated CRM processes do not lose that personal touch in communication with the clients. 1. Personalization: Using the information extracted from CRM, personalize the interactions, address them by name, and make recommendations based upon their preferences. 2. Warm Messaging: The tone of automated messaging is warm. It would reflect empathy and understanding in every touch point involved within the process. 3. Escalation to Human: Triggers for human intervention are on complex issues in real-time, implying that clients can reach a person when they need one.