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":"198ccb131200b8158015172c9a68793b","s":"45ce6e73e00bd514"}
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