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":"9f233fa43551a685772f2010252eb834","s":"b53fa0ade6e80d15"}
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