To find the right products and services, online retail customers still must use old standbys like search and functionality filtering, which pale compared to the assistance, personalization, and overall value a seasoned store associate provides. This report presents eBusiness professionals with a look at how The North Face and 1-800-Flowers.com are tapping conversational online commerce to better align customer needs and product offerings by using IBM/Fluid's Expert Personal Shopping (XPS) solution.