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Opinion: Bangkok mall operators must put on a welcoming smile, not a mask

The end of lockdowns and gradual restoration of normal life in 2021 released a huge pent-up demand for personal interaction. Shopping, of all things, is a forum for enabling people to rub shoulders and now is a once-in-a-generation opportunity for retailers and shopping-centre operators to benefit from the potentially resurgent demand by creating positive experiences. The word ‘experiential’, after all, is one of the top buzzwords in the retail industry.  So how have malls been doing? O