“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 →
