Research
August 18, 2020
Consumers are using more digital customer service channels in the COVID-19 era. Image courtesy of Accenture
By Dianna Dilworth
COVID-19 has transformed the retail and hospitality businesses as consumers become more locally focused, forcing companies to adjust their service offerings to to connect with their audience during this new “decade of the home.”
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","iv":"1dcca2072fad11bf56895d5a0cdb2e60","s":"fe4ff3c63e73be09"}
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