Marketing
October 27, 2020
Brands will have to continue balancing safety measures and customer experiences in 2021. Image credit: Four Seasons
By Ellen Kelleher
The global pandemic will continue upending customer experiences into 2021 and brands should be responsive to this fact, according to a new Forrester report.
{"ct":"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","iv":"d2a80ff1102c0698d1c66b8e8ad58c80","s":"6457b5416573cbda"}
Share your thoughts. Click here