As customer bases grow, maintaining a personal, high-touch experience becomes increasingly challenging. How can CS teams scale efficiently without losing the human connection that drives loyalty and retention? This session explores strategies for balancing automation with personalization, leveraging technology to enhance—rather than replace—relationships, and designing scalable CS models that still feel personal. Learn how to keep customers engaged, build meaningful connections at scale, and ensure every customer interaction retains the warmth and value of a one-on-one relationship.