Automation is inevitable! What to automate or not automate – that is the question!  Taking your customer on the right journey now requires intimate identification and implementation of the right automation(s!) in complete harmony with hiring and training the right agents. What is the right balance to improve satisfaction, create efficiency, and yet still puts the company’s best foot forward? Substantial advancements in technology – specifically intelligent automation – can help or hinder.  Finding the right use cases and setting roles and responsibilities for both human and digital workers is as key as is communication. Listen as Linda takes you through important trade-offs to consider in enhancing your customer’s journey.