 We've all spoken about this new normal about how digital transformation is now happening at a more rapid pace than ever driven by the pandemic. And there's typically a bunch of these ports that we've always seen, which is how global CEOs are trying to improve customer experience, people, every CEO thinks that they need to build a lot of new digital capabilities. But here is something that I saw about six months back, which I think is the best way to describe it. And I think you would have seen this mean somewhere before, which is, you know, who led the digital transformation of your company, CEO, CTO, well, guess what? It was COVID-19 driven by the pandemic. It fueled a need to absolutely, you know, not not be like a digital is another part of our company, but more, more like digital is our company. And this is a staggering statistic. You know, in the U.S., in the first quarter of 2020, which is around the time frame of when the pandemic first hit, e-commerce grew as much in three months as it had grown in the past 10 years. So literally digital spending in 90 days grew as much as the past 10 years. That was just, this is a staggering statistic, which tells you to sort of the degree to which, you know, the entire transformation has been happening and how customers today are basically just on digital platforms and on digital mediums to be able to transact and interact with brands. So all of this has made what we call customer experience critical, right? So let's say we all know that there is some, there's something about going to a store, there's something about going to a mall that you cannot replicate digitally no matter how hard you try, how hard you try. So as a result, right, in this new world of where maximum business for you comes through a digital touch point, it becomes very important to think about how the entire customer experience looks like. You know, here are some statistics again that we've been observing through various reports, you know, where 60% of shoppers did not complete a purchase on a digital channel because they had a poor customer experience. Either the UI wasn't correct, the UX wasn't correct, or they did not get, you know, help on time. For example, 83% of shoppers needed some form of support, but even while that didn't happen, you know, they actually ended up dropping off from the conversion fund. And what we've seen is that the companies that truly focus on getting the entire customer experience right are the ones that you really can win big. Like they have the potential of really winning in this new world of being tech and digital first. And any 93% of customers come back and make a repeat purchase with a brand that provides an absolutely great service. And, you know, for me, what was interesting was that close to 70% of people generally are willing to pay more and will pay more if you provide a better customer experience while they're trying to purchase digitally. So we've seen a lot of this, right? Personalization, loyalty badges, retargeting campaigns, these are absolutely all great tactics to win the attention of your visitors and your customers. But everybody's doing it, right? So every single person and every single brand and every single business is thinking about all these aspects of how do I build more personalization? How do I build better royalty and so on and so forth. But what we've been thinking about more and more is that what do brands need to do to operate and succeed in this new normal and the emphasis here on succeed? How can they do things that they will genuinely be successful at? And there are three broad themes that we believe are going to be pervasive in this new world of customer experience driven through artificial intelligence. Conversational AI is number one, which is basically the business that Haptic is in. And when I say conversational AI, this could mean many different things. But primarily basically what this means is chatbots and voice tech. And now chatbots, now given the world in which everybody is transacting digitally first, they also want the customer service to be digital first. They also want the idea that you can essentially very quickly speak to an AI driven assistant or chat with an AI driven assistant and get help instantly. We have now gotten to the point where 90% of businesses are reporting faster complaint resolution with bots. And what's even more exciting in the coming year is the impact that voice driven AI is going to have on call centers. Today, when you're trying to go through an IVR menu, you have to press one, then press three, then press seven, then press nine to eventually find a human agent. What if you could skip all of that by simply saying, connect me, I need help with my credit card bill, right? That is super powerful. And that is again, something that will significantly improve the customer experience in a world where in-person support will become a lot lesser. WhatsApp commerce, so a lot of you I'm guessing over the last year have seen a lot of the traction that people, businesses have been having on WhatsApp. So the idea that as a business, I can now engage with my customers on WhatsApp and be able to not only service them, but also actually enable transactions for them. And this way, we believe has gotten on to the extent where our belief is that every single brand in the emerging markets, which includes India, Brazil, Southeast Asia, Africa, parts of Asia will enable a WhatsApp channel to enable commerce and communication with their customers. So WhatsApp, I always have always been saying this for a long time now that just like you had a website where you build something and your customers engage, you have app where again, you give a touch point for your customers to interact, now you're going to be able to give them something like a WhatsApp channel where customers will be directly able to come and interact with you as a business. And this is what some of this will look like. Some of this is live and some of this is coming up. As you must have noticed recently, WhatsApp went live with buttons and interactive menus. So now it becomes a lot easier to engage with a business instead of trying to go through complicated number driven menus. You can see over here that this is a menu button where you can select a particular thing that you want the customers to engage with. Where you're now able to essentially do business and actually transact also on WhatsApp. So this again, we think will become a huge trend in the times to come. And every single brand and every single business smaller large will have a communication channel like this. And then finally, voice assistant. So another area that we think is going to pick up tremendously over the next few months is we think that there is an increased appetite for voice assistants driven through convenience that it's a lot easier as well as vernacular. The fact that voice makes speaking in my native language a lot more convenient versus having to use a potentially other medium to do that. So convenience, accessibility and the human touch are three things that voice assistants provide beyond anything else. The estimate is by the end of 2024, the number of digital voice agents will be about 8.4 billion units which will be more than the world's population. So essentially each person will have access to more than one voice assistant which can be a combination of something that's on your phone as well as let's say a device like a smart speaker. You know, one of the other things we're seeing over here is voice based product discovery, right? Like text based search or things like that. You need to do a lot of filters. You need to search through a bunch of different things versus on voice. You could simply say show me a red shirt checks under $60 and it could very quickly show that result for you versus having to go through a cumbersome search menu. So we also think that the entire voice based discovery and search is going to become huge in times to come. So the best way for me to summarize and what I always tell our team internally at Haptic and even otherwise is that you know, for us it's like 1913 and we're building cars. 1913 was the year in which Ford put out their first factory line to manufacture cars and now more than 100 years later you can see the impact that the automobile sector has had on everything in our economy. So we think that this is with the acceleration due to COVID and digital and everything. The idea of AI driven customer experience is going to be extremely real for the next 100 years to come and some of the things that are showcased to you are only going to be key things for 2021 but much, much, much beyond after that. Thank you so much. It was great spending these 15 minutes and sharing some of these anecdotes with everybody and hope you are safe and be well. Thank you Akrit for the wonderful keynote. It was quite insightful. We are running out of time but we have like two questions. We will quickly take that. First one would be which sector has made the best use of AI powered chat boards and virtual assistants according to you and why that would be the first question. So definitely the digital native e-commerce, basically the new age companies, they have made by far the best use so far of this technology. I think because of a combination of reasons but I think the first being that if you think about it, they end up being the early adopters of any technology like they end up being adopters of new age tech much faster, the systems are a little better organised. Also their customers are right at the digital touch point compared to let's say other offline customers. So the entire new age sort of startups, funded companies, unicorns, e-commerce, digital native, we've seen them, they are finding the most value out of it right now. First but now we're also increasingly seeing traditional companies like FinTech, financial services, CPG and so on catch on to it. Thank you Akrit. We have another interesting question which is with digital first being emphasised, how will it change the scenario in the next few years? I think now it's no longer digital first, I think it's more like digital only. I think that back to my car's example, today is saying that I'm on the internet or I buy things online saying like I drive a car or a scooter or I travel by train or a plane. So I think we're out of this notion of digital is another part of our world versus really digital is our world and we live in a time where everything from consuming content to talking to your friends to speaking with family to like I said buying things and shopping, everything is basically happening driven through internet-enabled means. So I think you're already in that time. I think what's exciting to see is the impact that AI is going to have over some of these technologies in times to come.