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The rise of conversational marketing

The evolving COVID-19 pandemic has brought about a new reality for how we live and work. From a retail perspective, current changes have exposed vulnerabilities in leadership, strategy, systems and processes. As the crisis has deepened around the world, communication with customers, employees and suppliers has become a vital part of the strategic response. Specifically, digital communication has accelerated the shift towards frictionless experiences – where there is little to no interaction be