The Dutch theologian Henri Nouwen, in his book The Wounded Healer, writes: "How many leave hospital healed of their physical illness but hurt in their feelings by the impersonal treatment they ...

Alternately, impersonal advertising messages are generalized to suit a large number of people. They must capture viewers' attention and drive home one or two major points in a matter of seconds.

With the bulk of layoffs happening over email, remote work has made this already fraught tactic even more impersonal. For companies, the convenience of email layoffs is undeniable. It saves time ...

Here’s the point of friction: customers are individuals ... on operational efficiencies to manage those demands, the more impersonal and mechanical the experience feels. Unfortunately ...