Some of the ways you can achieve this balance: - Educate the customer on value of standardized engagements. Standardization actually provides a more valuable customer experience because those processes are tried and tested. - Use AI agents to handle repetitive tasks freeing up humans to manage personalization. - Take a use case based approach. A lot of times customers think that their business is extremely unique which may be true but the use cases they’re trying to solve are mostly common across businesses. For example, every customer can benefit from more efficient case deflection or lead generation, etc., taking a used case based approach can lead to better standardization versus customization.

Leverage Customer Data and AI AI can help analyze customer data for hyper-personalized marketing and solutions. AI-powered marketing automation can deliver tailored customer experiences while improving efficiency. Optimize Processes Mapping end-to-end processes and using digital tools like AI to streamline repetitive tasks, freeing up resources for customization. Optimize data collection to provide tailored services efficiently. Customizable Solutions at Scale Building multipurpose AI agents that can be custom-trained for specific client workflows. Creating AI agents to automate routine tasks while enabling human customization for higher-value activities.

Start with breaking down customisation requests into smaller steps and processes. Find the most common steps and have them as a template module that can used as a plug and play in the product. This can be served as an add-on for customers who need it and this way there is better efficiency with reusability of features, scalability and offering better value to customers.

When it comes to automation, we really need to think in the first place at what level can we do it. Communications must be extremely relevant, and we get there through data and knowledge. Once we are there, we can use that as foundation to build proper cadences. Here is the trick: how in need you are? Assuming that perfect balance is even achieved, it doesn’t last forever, so when ups and downs are coming, you will need to sacrifice a bit of them in order to get where you need to get. Then, in rough times, is where leaders and good teams arise. And that is beautiful