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1. Multi-channel will grow into omni-channel

2. The importance of the mobile experience

3. Online video to take over from TV screens

4. Voice services will boom

5. Partnership, a catalyst for growth in retail

6. Breakthrough chatbots

7. Personalisation through data-driven marketing

8. Consolidation of offline and online content

9. Augmented reality will be used more widely

10. The value of custom content will increase