We all understand that customers and colleagues should be treated with respect — and we all know, too, that digital technologies can get in the way of that happening. Whatever the “job to be done,” key communications tend to become less direct and more impersonal when the job’s digitized. That’s just the nature of the beast: Apps and other technologies are doing a lot of the work that people used to do — and you can’t train an app to have empathy. It doesn’t help that engineers tend to optimize efficiency, rather than user experience, when they redesign work flows.