The Value of Human Connection in The Face of Uncertainty

We all get it, digital tools are amazing at streamlining and AI is even better. If you can automate something, why wouldn’t you really?

But in the face of uncertainty, confusion, and overall frustration like we are seeing right now in pockets of the economy there is value in having a human connection to offer guidance, and an overall sense of reassurance that we are indeed on the right path.

Here are just a few examples where digital may not mean better in our current environment…

1.      Financial Outcomes are Amplified with Advisors

For decades now we have heard about robo-advisors taking over the world of investing. And while they have certainly made a mark, it appears that during times like these when the economy may prove shaky at best more and more younger investors are seeking the guidance that only human advisors can provide. According to the recent JD Power 2025 US Investor Satisfaction Study More than one-fourth of current DIY investors say they are likely to use a financial advisor in the next year. The percentage of DIY investors seeking advisory relationships is highest among members of Gen Y and Gen Z – reaching 37% total.[1]

2.      Customer Service Faces Conundrums with Full Automation  

Customer service was one of the first areas to attempt to embrace a full digital take over – however it was also one of the first to face many setbacks in the face of many automation and tech slipups as well. High-value customers still value a personal touch—an aspect that cannot get lost in the face of automation. It is critical to fully examine the customer journey and understand where automation may come into play best for the types of customers and how best to amplify available technologies.

3.      Telehealth is a Gamechanger, but Not One-Size Fits All

Telehealth really came into vogue during the height of the Covid-19 era and helped to get people much needed healthcare. While the pervasive spread of Covid-19 has slowed and doctor visits have largely gone back to normal, consumers have embraced the idea of telehealth and use it largely for the more routine medical visits and to get the emergency, yet more routine, medications that may be needed. However, telehealth is not for everything and as health conditions become more involved, so does the need to see an experienced medical provider for hands-on treatment to really see and experience health conditions.

One area that really pioneered in the telehealth space is mental health services; however, the human touch still dominates – with recent study indicating a preference of 43.2% for in-person therapy.[2] It is great that mobile care exists but when it comes to the human condition, a human connection may be required.

We of course cannot dismiss all the advances of technology. However, success comes from identifying the right balance of human connection and we get there by exploring what makes our customers tick and understanding the nuances of their interactions, particularly in this ever-changing environment.

Reach out to learn more about our experiences in building the right human-centered insights programs for your organization hello@empatixconsulting.com

[1] Younger, Do-it-Yourself Investors Seek Human Financial Advice in Uncertain Economy, J.D. Power Finds. BusinessWire. March 20, 2025. 

[2] The in-person preference: Why traditional therapy still rules over online counseling alternatives. Yahoo. October 14, 2024.