The dramatic shift to online during the pandemic has left customers used to a highly digitised shopping experience. Now that stores have reopened, British shoppers are seeking the ease of digital platforms on their trips to the High Street. Over the past eighteen months, retailers have needed to transform quickly in order to meet new customer demand. Whilst navigating a new retail landscape, where bridging the gap between in-store and online is key, companies are grappling with a multitude of other challenges. Meanwhile, some retailers have used this time of unparalleled disruption to begin their digital transformation journeys, with many looking to conversational and analytical AI to deliver a more personalised and flawless omnichannel experience. To explore some of the best practices and challenges happening in retail, Alexandra Leonards, senior reporter at Retail Systems, was joined by Seb Reeve, strategy director at Nuance.