The ABC of retail’s future – AI, bots and conversational e-commerce
Tracy Hubert, client services director at VERSA explores a new retail landscape driven by conversational AI and immersive technologies, where two-way interactions lead to transactions and brand experience trumps all else.
Oh, what a difference two years makes. Whether they wanted to or not, most retail brands made the leap of faith online when the pandemic hit and e-commerce became the ‘new normal’ as we clicked, browsed, and purchased up a storm.
Online shopping didn’t just become a way to buy – it became a way of life. And our new digital behaviours are here to stay. Global e-commerce sales are expected to top $5.5 trillion this year. NASDAQ expects 95% of all purchases to be facilitated by e-commerce by 2040.
Our shopping habits, and expectations, quickly changed. We now want personalisation, customisation, and a satisfying experience online on our preferred digital channel. We won’t stand for digital inconvenience. A frictionless experience wins hearts and wallets. Omnichannel has become table stakes.
