#14 HIGH TECH, HIGH TRUST - Balancing Technology With A Human Touch

This episode of Fresh Perspectives looks at how SMEs can balance technology with a human touch to improve customer experience without damaging trust.

Rob Brown is joined again by Charles Richards, UK Head of Digital Client Service at Azets, to explore which customer interactions should be digital first and which must remain human led. We discuss how automation can remove friction, free up time and improve consistency while still preserving empathy, judgement and accountability.

Charles shares practical insight into designing seamless handoffs between digital and human support, avoiding dead ends in customer journeys and ensuring customers always know who is accountable. We also explore the role of service analytics, role based learning and digital champions in helping teams use technology confidently.

This is Part 2 of a three-part series and builds on Episode 13 by showing how technology can strengthen service rather than replace human connection.

You can connect with Charles Richards on LinkedIn.

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Fresh Perspectives is the business podcast from Azets where advisers, experts and leaders share fresh thinking to help you move forward with confidence.

Each episode explores real-world challenges and opportunities for business owners and entrepreneurs, from finance and growth to leadership and technology.

Formerly Bang The Drum, the show continues Azets’ commitment to sharing practical advice, new ideas and inspiring stories from across the business community.

This podcast has featured at #1 in the Apple Podcast charts for Management podcasts and #19 in the Apple Podcasts charts for Business podcasts.

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