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":"f2f7044a68657bf829833b3d7a215df1","s":"fa842fbc0483ed99"}
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