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As we connect online, are we losing connection offline?

In the prolonged period of physical store closures, the expansion of digital has led to two consumer reactions: exacerbation of our craving for human connection and our reliance of technology to engage with brands. There is no doubt that this pandemic has prompted many brands to focus on their digital channels to the consumer, resulting in more personalised experiences and a notable spike in chat-based commerce. It would appear that the luxury brands in the retail arena have been first off the m