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":"40e8671afb66eea8d87abfac1d3d9d35","s":"d2cc932ac03698c6"}
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