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":"ed35752ab6b62a600e25bc30310e062c","s":"acced3175ab3d0d4"}
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