Interesting Article about the Rise of the Machines

I kind of understand what this guy is saying, but I also don't think that the technology is to blame but rather, the implementation of the software and the best practices built around it.

Alternatively, let's say that what he is saying is true. There's a reason that we practice how to talk on the phone - when the vast majority of people move to email, we use the phone! If you ask me, the best way to do this is a healthy balance of personalization, automation, email, phone, and social. You need to balance all of them!