Since the onset of the COVID-19 pandemic, more than 31 million transactions and more than 49 million messages have been exchanged on our conversational platform, delivering continuous data on digital e-commerce trends. Analyzing this data allows us to create a Trend Watch, to better inform a company’s decision-makers. Our 9th edition is dedicated to video conversation, a technology that is now so ingrained in our daily lives that brands are taking a close interest in it, and thus humanizing their digital customer relationships and offering a unique and personalized experience.