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":"dd7d74c8462e29f974a160879b490f8a","s":"4c173334e4e54dac"}
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