Shopping is about more than just what you buy: it’s a treasure hunt to discover something new, a negotiation to get a great deal, a time to catch up with friends and family. But for many, online shopping has turned the experience into an impersonal, unsatisfactory event. Is there a way to bring back the magic? With exciting examples from companies in India, Thailand and China, consumer expert Nimisha Jain introduces us to “conversational commerce,” a new retail model that combines the convenience of a digital experience with the personalized touch of a real, human interaction.

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