When a Moment of Truth Becomes a Moment of Tragedy: Is Too Much Digital Transformation Destroying Customer Experience?
Digital transformation has become the default strategy. Companies invest heavily in apps, AI chatbots, self-service portals, data platforms, and automated workflows, promising faster, more personalized, and more convenient customer experiences. On paper, customers demand seamless digital interactions, and technology can scale what human teams cannot. In practice, aggressive digitization often degrades the experience rather than…
