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":"40dcc720f1fbc3dbfef4775246b26ed5","s":"88ee8e91189cb59b"}
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