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":"abac7e289f7f1d173ee12223d6a9ffa5","s":"0fd504bff87c8ac9"}
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