People, processes and now technology combine to make the ultimate winning combination, unless you are solely e-commerce with no requirement in your customer journey for human intervention, then its just down to your tech, but that's highly unlikely in most instances.

If your people are knocking it out of the park for you month on month, then that's great, you just need to make sure that you keep them happy.

If your processes are working for you and they can't be streamlined any further then that's good too, don't fix what isn't broken if you are sure there can't be any improvements at all.

Does your technology do everything that you need it to do in order to make it easy for your people and processes to work in perfect harmony, is there something more that can be automated to save time, mistakes and forgettings; there probably is, but you don't know what you don't know - that's where we come in.