🔗 LinkedIn пост · Jessica Hyncik · Director of CX Operations & Enablement | People + Process + Performance | Industrial Engineer Turned People-First Leader · 2026-05-27 · 👍 10 · 💬 0 · 🔁 0
I placed a same-day delivery order today through Target Circle 360 and found myself thinking about customer experience from the other side of the screen. 🛒
The first part of the experience was exactly what you’d expect: searching, filtering, adding items to my cart.
Helpful? Absolutely. Efficient? Yes.
But the experience happened when my preferred Shipt shopper took over.
I know there’s technology behind the scenes. Structured workflows. Notifications. Maybe even AI helping enable the experience. And yet, I never feel like a machine is taking care of me. I feel like Stephanie is taking care of me.
Today, I added a birthday card for my husband and trusted her to pick one out for me. No prompt. No instructions. Just confidence that she’d choose something thoughtful. (Isn’t that the ultimate form of empathy in customer service!?)
As someone who works in customer experience and digital adoption, I think this is an important reminder as we all navigate AI, automation, and new tools:
The goal isn’t to replace the human. It’s to remove friction for the human.
Technology created efficiency. 𝗧𝗵𝗲 𝗵𝘂𝗺𝗮𝗻 𝗰𝗿𝗲𝗮𝘁𝗲𝗱 𝘁𝗿𝘂𝘀𝘁. 🤍
That combination is where the magic happens.
And maybe that’s the real challenge for all of us right now—not asking 𝘞𝘩𝘢𝘵 𝘤𝘢𝘯 𝘈𝘐 𝘥𝘰? but 𝘏𝘰𝘸 𝘥𝘰 𝘸𝘦 𝘩𝘦𝘭𝘱 𝘱𝘦𝘰𝘱𝘭𝘦 𝘥𝘰 𝘵𝘩𝘦𝘪𝘳 𝘣𝘦𝘴𝘵 𝘸𝘰𝘳𝘬 𝘸𝘪𝘵𝘩 𝘪𝘵?