"something you just can’t short-cut with technology" - totally agree - it can be a helpful part of the process provided the service is in service of the customer's goals, which often isn't the case.
That said, there are definitely things products can do to improve the experience for users - this paper is a bit old, but was eye opening to our team when thinking about designing our product https://people.duke.edu/~dandan/webfiles/PapersUpside/People...
"something you just can’t short-cut with technology" - totally agree - it can be a helpful part of the process provided the service is in service of the customer's goals, which often isn't the case.
That said, there are definitely things products can do to improve the experience for users - this paper is a bit old, but was eye opening to our team when thinking about designing our product https://people.duke.edu/~dandan/webfiles/PapersUpside/People...