While change may be the only constant, evolution could be defined as directed change for survival. Is evolution something that just happens, or is it tried and tested? Did that first fish in the primordial soup decide to try to take a gulp of air on shore? If evolution occurs in fits and starts based on environmental factors, 2020 would likely be regarded as a stutter-step and 2021 will be the year of incredible adaptation. Explore the ongoing evolution of omnichannel customer obsession across the past, present, and future; from the building blocks of eCommerce to the futuristic visions of tomorrow with AI empowerment and beyond.