“Your call is important to us.”If it really was, you wouldn’t still be waiting. That sentence sums up the dark side of automation in 2026. AI, bots, self-service, IVR, workflow engines—automation has helped companies cut costs, scale faster, and operate leaner. But somewhere between efficiency dashboards and cost-reduction targets, many organizations crossed an invisible line. They optimized operations…and accidentally dehumanized… Read more →
“Efficiency saved us money—then cost us trust.”That’s a sentence I hear more often as AI and automation accelerate across tech and retail. Automation is powerful. Scalable. Relentlessly efficient.But when efficiency becomes the only KPI, customer experience is usually the first casualty. This article isn’t anti-automation. It’s a reality check. The Efficiency Trap Automation optimizes for speed, volume, and cost.Customers optimize… Read more →