Customization and automation are key to customer journeys over the phone

Two words that seem to be at odds with each other, especially if you look at them within the context of phone channels in customer relations! It's somewhat counterintuitive, particularly when you factor in the roles they play in brand's strategies regarding customer relations optimization. To begin with, let's define what these two terms mean in the field of customer relations: What's the new, shared ambition bringing these two extremes together? Indeed, properly automated, tailor-made customer journeys via phone channels will no longer be viewed, wrongly, as a necessary evil by some customers, nor considered a costly proposition by most brands. They will be perceived as an integral element praised both for its efficiency and its personal touch.