“It has become even more important to keep that intimacy we have with our customers. So many of the core initiatives that we undertake — whether it’s understanding our customers better through data or personalization — ultimately, it’s making sure we’re there where and when they want us, and delivering …

“At the moment, if a customer contacts us on social media to talk about a product, the service agent has to refer them back to a store or the website if they want make a purchase. With conversational commerce, the service agent will be able to process the order and …