Part 2: Commerce is a Conversation

Digital experience means far more than a dazzling app. As basic human compassion became a "product" of many customer service departments during the pandemic, companies are now learning valuable lessons in listening. Commerce has always been a conversation, after all, and digital hasn't changed that. PYMNTS.com CEO Karen Webster and Amazon Pay's Kelly Wenzel probe key decision drivers - like integrity - that help digital-first consumers form trust, preference and loyalty with online merchants.