For the past five years, there has been a great stress on adopting new technologies, and the regional companies have been at the forefront of this change. However, the human touch is lost, especially in B2C companies. Are all the new technologies, apps, and call centers effectively solving the problem of customers or are they creating an unending maze? The human element seems to have lost its sheen in the complex web of technology, how do companies deal with this issue. Do human team members need to be re-trained?