Data Voyagers - Putting people at the center in a world of chatbots: why some insurers are losing sight of the customer journey
I'd like to recommend this article by the wonderful Angelika Kildas.
It shows that automation should support people, not replace empathy. While chatbots and AI assistants can improve efficiency, there are moments in the customer journey where human judgment, contextual understanding, and flexibility make all the difference.
As data professionals, we often measure success through metrics such as response time, cost reduction, or automation rates. This article reminds us that customer experience, trust, and satisfaction should also be part of that evaluation.
I really enjoyed this article because it reinforces that technology creates the greatest value when it is designed with people at the center.
