For most of us, technology is a double-edged sword. It can vastly enhance productivity and efficiency when working properly, and do just the opposite when it’s not. While rapid advances in artificial intelligence and automated platforms are all the rage, people are key to ultimate success. But, not just any people. It’s all about people who can guide customers through set-up and launch of a technology solution, then provide real-live human customer support (not just chat bots and other automated self-help protocols). This vital human element is the missing link all too often when new technology is introduced to and implemented in any organization.