IDG Contributor Network: How to prepare for the next major digital touchpoint, conversational commerce

"Digital" began to truly scale with the web, then expanded even further via apps and social.  Is conversational commerce (CC) the next major touchpoint?  Conversational commerce is defined as interacting with your customer in an automated dialog via voice or text. Based on our experience consulting large brands on the implementation of their digital innovations, and given trends on consumer adoption and technology-readiness, it is fair to say that we are at the dawn of t