82. The 3 questions I ask before automating any customer touchpoint

Just because you can automate something in your business does that mean you should? As your business grows, automation can feel like the obvious answer to buying back much-needed time and capacity. But there are two extremes I see all the time: Those who automate everything because they've been told that's what scaling looks like. And those who automate absolutely nothing because the tech feels so overwhelming that running everything manually somehow seems easier. Neither approach is particularly helpful. So in this episode, I'm sharing the three questions I ask myself before I automate anything in my own business or my clients' businesses. Because good automation is about knowing where your personal touch makes a real difference, what you need to keep visibility of, and whether removing yourself from one interaction gives you more capacity to show up somewhere more valuable. **What we cover:** - Why automating everything isn't necessarily the answer to scaling your business - The risk of removing yourself from customer touchpoints that need you - Why visibility matters when you're automating a course, membership or program - How customer data can help you make better long-term decisions about your offer - Why every automation should buy back capacity for something more valuable - How to audit automations you've already built using these three questions **View the episode transcript** here**.** **Where to from here?** Grab the 2026 State of the Customer Report FREE right here. Generate 10 tailored-to-you survey questions FREE right here. **Join Retention Lab🧪,** the community to help you build a signature customer experience that keeps people coming back, gets them talking and grows your business without you having to start from scratch every single month. Join here! Find out how you can get my strategic customer experience brain on your brand here. Check out my favourite CX tools and resources here. **😍 Love the show?** Hit subscribe or follow so you never miss a new episode. Submit your question so I can answer it in an upcoming episode (or invite the perfect guest expert!). **Leave a positive review to help the show get found by more small business owners just like you. To leave a review:** 👉 Find What Would They Do? on Apple Podcasts 👉 Scroll to ‘Ratings & Reviews’ 👉 Tap on the stars to rate the show before writing a review Post a screenshot with your key takeaway on your IG story and tag me @candocontent and #WWTDpod so I can repost your content.