The automation trap: What's the human cost?

We’re living in an age of digital convenience. But at what cost to the human experience?

In this episode we dive into The Automation Trap: the growing over-reliance on technology in customer service, and what happens when we lose sight of the human moments that matter most.

We discuss:

• Why people crave human interaction during high-stress moments
• The psychological cost of removing empathy from customer journeys
• Case studies from brands that show what not to do
• Practical ideas for balancing automation with emotional intelligence

This one’s for anyone designing customer experience journeys, optimising customer support or rethinking loyalty strategies. Because when stress is high, silence isn’t efficient. It’s damaging.

Thanks for listening. To learn more, don’t miss out on your copy of Fabricx’s Behavioural Bias Framework https://fabricx.agency/

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