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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5P9iNkCrcOfYdSS\/bGFLIkz2Ev6tYI+hJ8Ap6Nk6LyiKHFSkfspW7PhBEV+NwrrIy7I972oxHv9qYvtTkX+ADxBo76ZLOLng80MEn91Mjcx5ZtLfo9HlKdni0B6RqvF63OcoB0UfT82XYQLoblZkBZTiS+6xG\/Yk8tO4ZYFTQZiOuQpg5FqXTVZXEQrRFaOMDJ3XIQHUeu7R832Kb7bA1KmKsW1lw4U9526PJz7Gitk3IKRHD2MlIU7Tg+QxxH6XN78JjVkpuu2EwhCZONmT+4SgPZxnkMKc0dQ8UQhQiqnn5J++9J0\/Qmb5OA2iChV5tVBSjkITWbovHA029WDvs6mok5le8vtYw\/LxzuNaD9OX54WzeeLGpVYpWRufoc0D1kIoKNIMfwAuPs2U6Lr1cV1Z1fMNkL5OhsDZjGcRkw71Yn8DzqDd9rDpuTJIrp3uikGJSA\/\/y5Ud9R2dyjvIISVl0cCPs41xqH68vpsyRMEXh78QjJkW2jTwcr0ynMZ+Sa048OWtYPhbDhLTU4NYq7K32BZzSzQpApbqPzOCMivkeah\/rcTU4frBtOHvbUY+gwaxa6\/okjFt8AozL1+S\/knRH5BIaBLfo5t5yTz\/scG1i0mFXIoH+OuUFN+x3ucJWQuU2x02aL0bXKFP5yVlsh375ByGQrjsMyh0zzk+y5T79GjsOXEu5eZ7vEpFMP8YeCDgEcHZJJPPUoX2J\/8n9oj5bv\/Efj97HTrwTiuA2jqHDb2dW3geDncJ2+umZkBs9or33WgcQ50WFO5kvgC60kS08iGRrEa6apFRcWvCNkgZ+e7i+T4z6qgRKQ7UMI8xUgwpCszya5YItxnlISmo9GfwK+puWhzpJQosMBqV6DsNUeyHbdlcyFVjUdH1xf1Qespr0OgkjbIce7IpHsm2JrMk4SzHgxq+VFYZVRGDtCUcA6RKuadRwLTT10oz9S+jVs8ZGLRrRCCq2S+IkDnEBIKApbcT+u96Btw3NjaCRd0H13bT2TRLhm0bvbNiOg3SNIfzzFHQC4bqVPaaBqqRQxE0cEkdU1fjQSf5qg5Fq81WKVkKWkgpwFtDrqh8aTALMsqfjsx4dVuOL0FKcFDVf5IGf7PcDF2XWGTM9DNuN+3UDmSVa+M39mySKm\/jSVePxokqo7oqQQl7TZfGDrx4dfh7Njj3zib4huO8UAGkrN0wtNdbv8slwKA2OQGK659n4rlbTthP5AqA6+18mrLQOvV\/XKo6k9Alb8PEeYmpp7korM\/g7XSn4lNCcidOYgGG8SWcHYh5paDxdaxeK\/gtqsCEhaNvx7BnvbWt49JtoQSjlXNr+yEGLTwDWlJnb3RbuCuA7GqMyDLFEaJuJoRe3ZBY+Xpa3bYqcb1yeGh0WEl\/owinKvoU8O9TCLLQCdF+\/qa0M6GubGSvjf4\/SH0kLccsv6kScSSanMAJd2+ifmw4VscDX1o0QYca6Cj\/ISE+23SHkS4l97gyHajrJ5uVVLE+SqWSMMx7zrplmvWZnkb8ludGc5ZbQNfHQeZaiE5BHs+0YgXAtdw5NHxIJ3FyMHsfy8Q1pZ9R\/LtUitcGXEEtPrWCwH84N9afA+mrhO7l60q0y82BzhsH6n9ORL3w2Sr\/IB4QEUN12f\/N2ss+k61oSRKbds\/VAgvTNw9AAG9Vj066XaAkIi6e8YaBlw0am265GcvCgV+JpwrnYkWHcdn0yfiPH7P\/a755KgFlKW2NqlkKBWHw677tVZUwjKe5vQL1ISevQyUguSJnOaOo9ueaG1L+8TzhM7ZxQooTfbWFgtEWZWSACxe+ActJqA6Yug+\/NV30Pix3Y7GRkh2ftvBmI7eR69MMap8U+mS2h4uEps48HDSQh7vBRubkvhJn5om3vZBC9+mYY8OhZfB90+727RsyAx\/4LAbX0jYIfesr\/BhgD9+oNfHQ4JxkXREuZZipUTzM5Nbg8y1aDO+aSWUMKHp171P\/3z+5px1v5uFizq8rz+YGDrzJxCejrwScADzbPP1sTN0rDASzncRCZKDr8V1L34Eft+p8KQceINdgAaTsxMJD9qyftTRrsQPG\/EFeEq\/JnUtYbSGFI8AjVyZQnjNcwdHHY14e1PjYb\/IBrcJ5yKFpY54+tRWvflsQT0FCLPIcPDF9M5bTHnuLfcb8EyjQyZa0WXjFgN+lJQZyQLDztNaWdVRBJ4ae\/V6txgxzfP1DwQwlweKA9LLhVAOZv9sXXiqhr9hp+nbpY0mpJPFIwyBre2YZ4GgADTbYUdsnyx4A9KnpGB9yi3+WqK8pTxItzQJ5bJfJ3vbP3jMHW0BF99hjPXFeDwYRlJD7TC2SpV10tw8rDr\/10F8RRY71w1J\/mT9FY032Sw\/ZFXtPwy+L28mQkzCKn0VLhmCh92QP0EOpowUHCTA96N0k175Pq8hgHKFxGAsdQfRftUtEHQFWE3FzOlmKr8P2clreFTOra5krLK4sNUkacI2BfmrgfMAbmrT68cesmh0k50UknlvV8F\/nTo4+rBygC9f8qtwogsrcfAomvnGu9ngew0Kf2yWbVFcGsSnADAxZugrHcEHh4pncvgXOhVDzbgIUafrQffm8C0zpN8lJndwzJftd8Mk3J\/mfDm0fnBqyJ5+vySrxCcxtKB1szWldnNWne0HcUA3iWSUE+thlQIkEWwTYZ7iNlQqjCUTGW0gyHoJfY9JqHWV5qDz2Zt8P4BUHVnhd2woMlqVhfyyOCQMiNVwnh95HmnQogKMoUGsVfg67CfzFhZOsAq37z1PQWgCs7kDQYMUblNAvMthj9632BwzGqf4yQHDFClbFNCwzWxx4B59T8fQluhsqJLFwUUaewAzoEUZet4Ah6wHm2crsdLJWz7\/yYcYiXLuUHP6iei3FCnIDAqS0gY2SgfQJGei2N8e+d02BlA3AXrh8oM8mSAnW0uOd6EGMGNACz4J+pWjKPt9\/SwyxnWno2WTm8L8c+SNLaDzBpFeLG+IRPeTIGm3OdgdKUFbn3lWD4Vy+IqigVV8GNBandX0TVqOBRIrOWMeCfk2EQEyBMgsL0z\/8uYDr+lmmHey8jRjs3MdWhkLSsK+xP4uLbffalNFPE0iLV4II3VSG7STHrfW3Rz3jPmDyBsQOViSE+kDNZTgfCNDIlOUTIl5HrqK8zoKo6f\/Q+5ANloTPQy31GXGtb7p2U8zIXF\/\/2FwdpIxLeCmAnLAa\/LTH1UZscR7a5T8OU2DipWiIjXCVkhZKVr7xSYOtTxoGlvNBQppnbM+Ow8uacTnYmFLThxXhcT\/s9\/kFrENik3y2O+Za8Nap1KsdlKB1qoldLi\/ivHim1COgAYiI2MmIlovCpwLyIAIww8v\/ms0DGEmg7IHoBMSUa21yRr0XsWT4DYEW5e53hyRZEFLROvA8Shpwp0ZaWVZYpFSYkKS9AVZM7WQdkFGINLWc7RQ\/1P1YCDd8jrQPL3DrqhllkcZvggmwwNT9j23wfsTzAHpfF21y7puoW8zVcsPnwSGk\/EDI8gqTh2Ppp8p2p3s2If2KW+P38ad9cY3ivmO0bVbRNPttsu6oX6wahKBpwHLBYlG7rXXPIL9cfcwYf3KnjR57cNgojSetGJcWajqwzNAI1d\/bNpA9OZmlObQh7vL9+MQpjLldWdD+Bwdjzj+zJzh\/6fRQy+sG+nHDZMchs5ZfU8i+mJ2SX9sAs930Lbei8jvq6hC9jm4Zwf7lbp7fwYqH742rdOgWWJ2vw9vXr+vq\/oY+NRrlXqQXG\/wBxvdQuMeJ5LvN2s1BEu3dQDHjY08c5y+SuwxoPUGwvuxG4vJGOfq1CYVpwc+tvUroS5qDMTOdvoIkv\/RV1dMiiKUBBp\/fMoocTqTZtWmTdo7EoQUmBFw8txvQtMdCm0b19d\/rqrqFqrv1K1pL5pcH+o77iO+9qnWzkThtpF\/FI36djZTgMz6ztfVKQ43Ble5NM7mlnoolmESz9s2MI3Ex2IhxK9dZ","iv":"f41fe5bb75dba072f85b734bbb0fcf3f","s":"2f4bde8b67b91b12"}
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