As AI continues to be an increasing topic of interest when it comes to customer experience and data gathering, CX leaders should always remember that the human element will always be needed. We need people to create those magic, unexpected moments; to smile at customers, to ask them how their day was, and to know when to go the extra mile.  In my conversations with authors Nathan Foy and Deborah Westphal, both share insights regarding the way a human-focused business model positively impacts growth and relationships.