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":"766abd41e93a43621d75df990dc13b40","s":"d9dbdbc82ea0fcec"}
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