Why is the personal relationship "fake" just because it's made with a database instead of human memory? Because the company doesn't really care about the daught

Why is the personal relationship "fake" just because it's made with a database instead of human memory? Because the company doesn't really care about the daughter? Would it be creepy if employees at a smaller store remembered a customer's daughter dying, and were sensitive to that fact, but didn't actually personally care about it?