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":"5fe3e034562dd081df4980a94446a521","s":"12f77cacdf204217"}
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