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":"292ed5580b34bf17663bfa47c0ff6ada","s":"0c144527d20b009e"}
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