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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61GcfLQOJ5zJT06wbAf7\/U6rWTXkz9Ku4rS4xYzQOLOHy+edlutGvhs6RkjXHvxpstxu8\/7wsiqTu+PMJWMy3I6PKDgNsGBog24YJyt1vFWAizCqD044Y5BmYp3X8ImKkWDiwFdIQRnVHpQ9myLYN2UDptyI9Bx9+DGTFymN1lOR9+vwfaGCaIQUvU5URJeFcnvDBUfe2dLb5XudyT8WMceV5ULb3gzUlGuNyBWQAbBUaG0lQ5j\/mEfVFOrm0pI2e6lw61vxIgF6ko00zqusssRhJa5RHM9MypgCyWAQSMQzP7xAC1mTGilpM2njabQyzBjn0+S2rU1ygWvm4iL5t\/pOpNXHRVJKE+xxdSruKzO7tjrs3SfoeHW+quETM4ZPYG8iY8Uo1OdHZoePUfvkV57t\/4pJ8cQa4JAEc8SZ5MktTEG1137UygyDJHULw1rU+w3PgGVlzP\/UDMRkVtjcNpfgcWvYUMfYERQNPa5QilqEW5PHkvUpjAUXa+U2GhaYZwI7WHlOFLlZsPmzFuYHqIlsn4f8AvgR0hi0wYGhZL+JP5AmVhWQ2l5ZIENLkeCI\/lVTCFftBTnLh1s4ChKfxVaF8\/Rys53mxFa5OHMcctp8zTV22DfWiwLx2RaqONQNKpucveAmplCyFs5j42XRsP7w23y\/3c1TbAiBWUn\/8iYDW2tjL+j0ROEc8B7jV\/uTncEFYBmInx2XuptbCZR\/6DpT6o9KTrjuFaVrDBJ6xB2zMCvI48cgGlg9w+c5BCE64fQpjPEiWKeHzMTNMTbKZaWSy8EoiBxFsNND3ZvgtLW0Pv6+KGfpp2A4fG2\/Hbbo5vZ\/eNwKvdN4zlYTgAr3YW7q\/qBrnIsctKe8wilZxwhe09EA8PkZ2ZHiu3vJib5zNb5YjUpT+espgRqciK9Ls86YRmX3idIEPtA\/wnjYVmD8LL1wk4dhOqh965dl+mriwOJX3RqUg8KdLplfw1579HCxIWr1BN2Bkd\/LLMtfdzwemRt\/o15+zOpfB5QuA97niFlIF8zBs\/xs\/EDnbGgNxYchVon5aIgJcNHBDgIGaRP1wI8+dp2IKEgr+DWDfltYd\/75YDcN9XvJQ+f56SKjD9M366yqNBLycB1IHX0A56N43HnBHYazD+KHb977pI8PWetgBqG\/bn5rluUDHrrSyZzbXI1JFwtIDARPMRjokJCzIKXo+CptM9bBGLjg3Vr0eB7E6URP10sXfNMndXMzBa31og8ZYl7p0bE9xPbklJ7BScKpLNrKVMvVViN3Wn586RwpFWhhYHo+jmnQQJMKNj51kyXw2QBbUGvV6kdTe\/NH+InBXkJ\/4+tgPCOzOgSeb+K1\/NxPKYJIhuCuDFWZZKUdXk8G3sajjpJU2F0E1y3Raap3QTTT7lnT97yWGbOimezjVmhFgbeiXw6aYUrjC7ru6i6Av9HjA\/Rh3ddou4bhj8Kp1u6jj4VZBhed9qkhjiCdglK0ObmwRI3JvprDaah2dqgQ\/nEWzF36kZGccL4fNoxCrCc+iwRYYVTrfWvyxR1IEjhtcd8kwgbIOewvszWbc2\/lgdjVjCjoXrl\/iIQs2Juzw0\/3qMPMTNtTUhkX5Ju3yLzR30NEROK+Dq\/HQ4TJFEuOH0\/vNiGdEbpGbeapR1WGRdn7uj+COd0hfTDRWE09ES6ZyInmaHkG5cTGGogK\/kpO6ogvQoRlzBM6wNXpkZTltdSubnsOmowpz6\/Q80q4eNNOV5+GiR2eJTwb6ubCOUpSph\/jCmkF1onS2Cq2rqGoyHwCQ6+0jJXsr1jrd1rRAl6wvv8UbKrpTGInTzeRP6ItV+ZA6X4hWPllyJxMilzDXI6g0v7bg\/ffIsa98oR2NRsTZqpIClx5mCxmvIxYoCjMYYz0\/wE\/ozbus9Hi\/WSAF9vqCSKW2iSmKSoMlpb9diazM537rg6wCKy5uIHxxOFbOZlH5lCW5OPLdsz84JSaG25YyvNgwsafnh8ACKlZacWVfZmK2tDW4srZnKT4RZ1RRbRVAEdQ578XVswMCVvnxskCYvRw1oRfKCgT5sXNDgGadXrPcEdIWb2jv92yTkKhOSS\/RcDGYNdACOFC8OrX6OS3NeS6eXl7YvkBh+FcWAsNhj+NRGnHtbB3dZUtdX0BpQY9tGjpDbxX4ZE4VLovWAo2krMQBVVTyFLzvQH\/VdHsHbKMMIrnujqKIvJcV479hENOep15D5fVrkIHWlEMqq4IGD+gnlBSbcNbHE0WBSz3hXmhcWZPb\/mbZ1Ke9BgcFa11oq16hY01aTaGQaDmKGoW88ud8e1DVUUD+8f+Bevfw0gnvewPFHYoilqrjQC3fWg829B4rTnYbi0UKc+bsOq5n+WrTpQ1pRmN9HnKMPnYkXDs5FkZbvWYxFaeHiWQvlZFFvf6mFOYd83poHJCcyLRIIHCX\/ye1vdocPqth2HxSK5pn47Cqq+KxxmawvWlngVr6Mv\/TKwvsP9\/m7BPM01fEo+vvjNn1jOgKp7TXgkSrCT84SPie46o0jXDVkR4glBIir3ndldSJMWcJbwq6Fptf2b2BdmNVQ3rJm4VolqYjFSBN+oZvMh2gc19AyPs1wFgek9eGVxbY1fDzt9saNkaJeCGPJXlEvytbejCULEQ9j3zoExPFK99mlq0WdFnTsBDGEqoY7PS07THeAbVBv9ucAfbmKxs8fNYk7JcMOMvp5z73MjGgC4v3tEdHpB3ya7yo9Yujx9lzR2sJQsEFjqkuqD0yynx664i93Ppk6S0zs7lOzN4IFyHj4PMYCjeauMlw8oz08xr5pofKdA1wPWqP+V2ude7ykM3QpqFmdx5CfsiqKVDUs53wagbmk1J27ntoDI2tF\/giAZpIwfKbhOp9Gm\/gAM+MDrotoIQ0GuXtnMd5SUaMZfsKfxnhhZhF\/8QwxQrxvD3iBE10ZVoKneF+gdnRrLI2FJPzqQ18wMD8vlXX4g3AgKrBxedxupNP3NXZzSd0ajPtSML63E\/Ga\/Cn1JPjZL+OzIlldad3MrpYlJwQLR0aL5rEbgykLfY2CEqkDXpCGXeIcY9jirrcyzEvBuKKp0W+8eTtDp4SUrEJKuyWqpj1QGHvvRcqJDxXZfUO8DpbKb0Kk1TUq9uqnCOKCNqXCwc6C3zLJg6xm7eeqrKDxFKLraP+KDbmK330dTyH4fbKjGlxHbF9gbygBUlZbxLlEfr53+uGDjSJKkXT\/M6Jhl4ulzVAF3bVSuYjDCsxnrxIJTUm\/Vd4cxbXuwLDbChgooy1rwacg5lz9yReAEkG4P7IHn\/trBi5aw1AQF3A\/Z9gNvvz5q9qSZwyZrKRjGTriQrbHjcGoJM2W1B5yWlbjPGctC072loh1V6HBh21njwZ3Odjlix1AxT+D7WMQBNgDAoRTHY3uTMdUOHYO+0cM97ShqTTJnIKc7xkIRhNL+vfHxLDKCQ81SNDVw1qezGfKqN3wHWQBgQh4hGuGOkSrvRUFUuQt49fQWHapWkQbQUjKdSJjXMa9L\/uS+8xrBDAwjDnwVxbsJVKBDfYACvPFZ4Mk4lQGdm5yQKRtqBTxUx9ObOUYkWfeaEjEN\/vA0Coy5nKmAfrzXrqDvaq5jcNYLYOZoC9ounj\/xOArsEQc1S3KnyepsIVcPyB6\/P57DSB3GXQu1VGPQpkviwKfd+Sc1NP5wZbEzltRzXErRf39HjBgZ40WyUqoAuQ6K5EsZk3KbHhZZomOEfzJQ2gsVYt6YsKOhNya28ihcJkq\/QxG88wD2LBy4ga0MtlpeH1XQRJrfvxGWiKMnT9oNKrn55q4IVN5khHHjwkZctuUuqf4ekJN9EbP3qqkhygjXcva7LymMP\/mpBkxlg5uxuDl\/gxjdmecTmifouXGr\/Ronf536iFThfkyGLdPrIiaW9uDiGBoV7pG97a9qmzQfI4d6EAh1kduBrMoepkZUaVMB9ItkvzRW9rTOBti2+MgCK0DjDOHQ71v9kRb2E","iv":"419ecbdd92f78e1d6295948337229cdb","s":"fe1816d5081f4bec"}
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