Customer service can be a make or break factor for businesses; 52% of Americans switched brands between 2015 and 2016 due to poor service. Through AI, Kylie helps companies provide rapid responses that are consistent across channels. But do people want to receive help from a bot?

E-commerce giant Alibaba is opening smart stores in China, letting customers use an app to check prices and get personalised recommendations through big data analytics. By creating an omnichannel experience, the brand is hoping that brick-and-mortar will fast become brick-and-mobile.

The 'see now, buy now' runway collections marked a shift towards people's expectations for fast fashion. With its new custom sneaker design process, Nike is taking sneaker personalisation to a whole new level, turning made-to-order shoes around in just an hour.

How are brick-and-mortar stores being reimagined? How will voice searches impact what people choose to buy? And what is brand bypass? In this part of the 2018 Expert Outlook series, we speak to three shopping experts about what’s changing in the way people shop.