AI gives 5 strong reasons why customer experiences don’t need a human touch

In my recent personal newsletter, Thoughts & Tidbits, I made the case that organisations should match their digital transformation investments with a ‘human touch’ for everything they do.

Tactically, because any digital edge will eventually be copied by the competition. Strategically because, until further notice, humans still pay the bills and we like a side serving of humanity. 

Still, we live in a time where nothing is as it was before.

So whenever I say something, I also seek out contrarian views to my own. This time, I asked ChatGPT to provide me with a set of counterarguments to my thesis. Its challenge was to prove that tomorrow’s customer experience does not need a human touch and that computers will meet all of our needs.

I have to admit it did a good job

I’d have to think about refuting the five points it raises. But they also prove my gut feeling that if we digitalise too much, life may get a bit too cold for comfort.

Especially as - so far - AI doesn’t really ‘invent’ anything. It just builds and summarises thoughts and ideas it has found online. Thoughts expressed by humans.
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Have a look at the answers below. What do you think?

Image: How ChatGPT sees itself □

THE RESPONSE (unedited)

ChatGPT’s 5 counterarguments to the thesis that customer experiences should include a human touch:

• Technology advancements can fully replace the human touch: technology advancements, such as AI and virtual reality, have progressed to where they can fully replace the human touch in customer experience. This argument would suggest that businesses do not need to focus on developing a "human differentiation" because technology can provide the same level of personalization and emotional connection as human interactions.
• Efficiency is more important than human touch: businesses should prioritize efficiency and cost-effectiveness over the human touch in customer experience. This argument would suggest that businesses should focus on using technology and automation to improve efficiency rather than investing in human-centered strategies.
• Personalization can be achieved through data analysis: businesses can achieve personalization through data analysis, which is more accurate and efficient than human interactions. This argument would suggest that businesses should focus on using data analysis to personalize customer experiences rather than relying on the human touch.
• People are more comfortable interacting with technology: people are becoming more comfortable interacting with technology and that they may prefer to interact with virtual assistants and chatbots rather than human customer service representatives. This argument would suggest that investing in the human touch may not be as effective as investing in technology.
• Human touch is too subjective and may not work for all customers: human touch is too subjective and may not work for all customers. This argument would suggest that businesses should focus on providing a consistent experience through technology rather than relying on the human touch which can be inconsistent.

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Are you ready to look beyond CX processes and KPIs?

Then let’s have a virtual coffee ☕️. Let's see how, together, we can connect the passion of your people to the true needs of your customers. Offer experiences that make a difference. Literally, by differentiating your company. Metaphorically, by enriching the lives of the people they touch.
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Even if we don’t do business, I’m sure we’ll have an interesting conversation.

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