“There were boisterously spiced empanadas, tamely flavoured empanadas, tightly crimped and crisp empanadas and loosely folded, sloppy empanadas. The standardised recipe couldn’t overrule the uniqueness of each cook, their personality, and experiences, which they inevitably infused into their cooking.”*
This is why you should never be afraid to produce an OurScore for your customer experience. Like a musical score, it looks prescriptive, but each and every performance of it will be unique.
This is also why you should never automate more than the admin parts of it.
Only humans can humanise an experience.