Opinion: Can a chatbot generate brand love?

As retail rapidly digitises, driven even further and faster by the global pandemic, have we lost something tangible in the process? Does the rise of tools like AI and AR, a focus on logistics and statistics, and the complete takeover of commerce by bytes and bots reduce or enhance the brand love bond between retailer and shopper? Once upon a time, the humble shopkeeper ruled retail. He or she lived or died on an ability to greet customers in the local area by name, know their needs intimately, a

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