The majority of customer interactions now occur over digital channels. It has also become the preferred method by most companies. This creates opportunities for organizations to collect more insight-driving consumer data and lower expenses from this shifting to digital channels with a lower cost to serve. However, this digital-first approach means businesses run the risk of alienating customers during touchpoints requiring human empathy and understanding. A key challenge that emerges is which customer is more suitable to push for digital vs. human interaction. This webinar will cover how organizations can design digital customer journeys that still maintain the human touch – and how data is key for making that determination.