INSIGHTS Insights for 12-18-18 By Staff Friday, December 14, 2018 5:48 PM "Facebook Messenger, WhatsApp, WeChat, iMessage Business Chat and Google Business Chat will all become the channels that help retailers engage in a meaningful dialogue — or assist consumers while email starts to take a back seat. That being said, it is more intimate and usually reserved for friends, so businesses will need to adjust their approach and tone accordingly."-Michael Cohen, general manager of Zero Gravity Labs, a Toronto-based innovation and experimentation group, in comments to Forbes.com for its story last week on “9 Off-The-Radar Retail Predictions For 2019.”