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Thank you for joining me for this series titled "Make it Technology-Aided and Human-Powered."\xa0This series will provide tools to help you position your customer and employee experience for relevance in a COVID-19 and post-COVID-19 world.\xa0This installment is titled "Map the Hybrid Journey."\n\xa0\nI now know how my mom felt when I lost my driver's license at age 16 for repeatedly speeding in my '57 Chevy. She didn\u2019t mince words and forcefully said, "I told you what would happen if you didn't change your ways."\n\xa0\nAs a consultant, I've never actually said to a client, I told you so, but sometimes I've entertained the thought. Particularly, when I look back on consultations with leaders who were reluctant to invest in technology-aided human service before COVID-19.