In 2025 Human Connection Matters More Than Ever! In the rush to embrace automation, businesses have unintentionally sacrificed what truly matters – genuine customer service. From frustrating automated self-checkouts to clunky AI chatbots, today’s customer experience often feels more like a test of patience than a helpful interaction. As a result, consumers and employees are left feeling exhausted and disconnected. 

In 2025 and beyond, the key to success will be finding the right balance between technology and human touch.  Cutting costs by reducing customer service staff may seem like a quick way to increase profits, but the long-term impact could be harmful. 

More and more, customers are looking for brands that offer not just efficiency, but a caring, human-centered experience – one that’s enhanced by technology, not replaced by it. 

For organizations aiming to thrive, the future lies in reimagining customer service as a blend of empathy and innovation. 

Those that can deliver the right mix, will not only win loyalty but will set themselves apart as leaders in a world where human connection is becoming more valuable than ever.

About the Author

Deborah Collier is an influential strategic & ‘Futurist Leader’ with 30-years’ experience working across digital, technology, marketing and business. A digital, media and technology entrepreneur, described as a ‘global economic force’ as founder and president of industry’s global awarding body Digital Skills Authority. She is also a media CEO, and former non-executive director.

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