For a time, not too long ago, communications with customers became very detached. Repetitive emails, robotic voice calls, relentless remarketing ads… if it felt mechanical, there was a good chance that a marketing department near you was using it, under the buzzword banner of “marketing automation.” While that concept is still being employed, in some cases perfectly well, in recent years we’ve seen a natural human push back against excessive automation. Social networks have made it easier to have a