I think the challenge here is to try to balance between the “high touch” and the high tech. We have lots of high-tech solutions and strategies and information resources and forms online and those kinds of things. High touch is about the trust, the personal, and the respectful relationships. If we marry those two, then we will be much further ahead and we will be able to realize greater efficiencies than if we just rely on one or the other.
On September 22nd, 2016. See this statement in context.