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PHOTO: Adobe A positive emotional connection that customers experience with brands stays with them and increases loyalty and engagement. By improving the human connection in an increasingly digital world, brands can strengthen the emotional connection they have with their customers. This article will take a look at the ways brands can improve the human element of the largely digital customer experience. Digital if You Do, Digital if You Don’t A Gallup report from 2019 on humanizing CX stated that “customers will experience less brick and more click,” and they couldn’t have been more correct. Little did brands know what was soon to come down the pike. The COVID-19 pandemic drove many customers to shop exclusively online. Social interactions became mostly limited to social media, chat windows, and Zoom meetings.

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