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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n2m9Dv3jOz\/gj7b9zlmOCErjNlNDq0nlw2y7pnX3rdbP1RbfOyp\/jzrt6l3WeI+up6ob8ht0Y8xLdp2SRo39OmBJdx\/kI2JlrmDjPAwEdONjYag6qwef\/IqoH7zmoFLos22i7DH086zvrUc+wo49s+kjETqfpaodVBDrrkTKvoqNV+DVa86tlC6\/wc+bw0LxjAOA40NB9gtU2eqI9V35yG+mydm8D8GVmKD6Vc7FEqoYhaz6H2O06he52G1v0LhRMZxVawnj63SF4m36f1g\/ba45Wmvj7Sf2TYXr1o3bjETHuT91EOjfSn8F4HNxNvKpw9iRuPvibfZRLY6MoD0mQoB53fSk1onW\/MmWvtmkU2Upg9kJcPzdflTL8j5kyBM+NWUfH4E2GqFfKgZqGjz1QvR\/D701j81qamhumv+jwwNcrpbZNVLZxfPYAiEP+1xshyjHMuIl6sinvPpiIYIEOEXbGnsQmEq+ijOVqluB6jL6B5lkTs+Me0iCFjGzbc0iNKQtByoT0YOiZCB85wrfUWXr3+YqCPSF+GGpo26aWLP1F4jqH3XQepf4dK3q9eTUumXPFu7h6admaQ7KICtkch+foKe+Ca9Plu7DmacRhH5nxs+3vsm4NKQnSjScpDFY7eXdCLZPD5ftAwaVHplKSGUH5WUzP5j\/+7A9gLNShTwdhUWJ3+cZb+gUt0cs+b7CbT8QgzgH8zDedEkXOuGuKHyWxsFU0Gfb5XZ4eVWt91mDIjxPifigtwBr0\/QKwONUNnCu+d+ofAyh1c4JsATucvMUNFl5dhqBPrnkWJkMNHAKINFvQPnFzT\/+C463XlbFGabijPo7b+TbN0sJyo6+7eBb9bcXjGOYWWFX6R4Nj7j0rmlen99HqDddS1ZXbX69ZIa80umKmUcxx+qvbQKuBttDQhUo4EUvvHbCA6sCne5C899z0S8UYngwO2jQt+o9SaxQbVEX9PH3bgWYEmQmN1JkOqJXIMUYX8j4TLb1OKshW0Ws4A\/ahTLlnPy1JQ9TkmB+mTmHNJilcRqyT7i37CHG5W6AaG0OCA76pCWbj\/axqus2u+f8+hJ73cVStv6erZ7B6mbab5u7jAy5XlVfo5prWoO0YSrruPjav+OYtEAJaehF8hm0w3jyVQFLZ\/XAujdBIwGj4TcuNwGa3+WTpmyXOIoAbkJnQ+TB2zoQ35O60hI163c8qiSD4JXk1t1ciXhUo1bv+lG9gNpEZK2vKFvxGnz1edqLrrdTZrNsPLAX++V4j12xtZ8Rge9glcVd\/lX8jJRnC6EZkkmgGMpNG6\/fcdOreW2aTSiSGPFHGFCCtOsdC96EYmRVOqw9rXH56l9dCBgKbZJIPMjI6a3L2FUz9h\/COURW3VUVjr5\/TPY4IpNG9NBUhoDMAioKXkkWVownswRG1IlYFfbfHizipr9Zhj3rz7UmWLKH\/CjqcpYgm8beAkSw28lpe\/YYDWBLDjCtFau9kpp\/Vm7junQPFwqPVjANB6UE7EPdkGOdISNUUUPy9imyhoDtw\/z5m0noonCBw0NNPKik53sFTKUh7WcxdFnRp0z4qyYwcbf1c1gy0bQ6FxJvvbtOUNKgvMW07rbgmIeJllHdCnqKuVM97QeWj+1+8dpv5A9uqyczy1X1pEnN4byW+J9GStLvmTmdu5p1Fe4u1DfufwvjuiOuwLR7cP0RAN8qPHYe\/EdwQMAmjrOwgORhV49f3bZ2cL4rjTpTiG5auniTevOz7VQxyn2vuXTSOboPUHUpCOA9r+ePhzhFhEWM6iS2o\/GYiQryGCPYYGEp8RiLc6zgBZbofMw86u1DGCkMirg8Tok\/tMsSrKhcLSHafSYM1M7Hn\/I2zUUosQr4fNmngNgR+55h33ADw5mCsD7clP9ZuI+MgOjYmYrwgqTjuj7NcZWHiPt44Qfy551a3TvXbiFFpu3QXYRDrv6znpffwZIQdhQ+vHfmiV+Eco8jg2ccxZH6G\/z0WaIjdRY7eGajzHH+ZDilQzftZnwPM5jg5Gdb4y3Lns1fUMmI8YNhkSrfkNuqslLNo3ErJUsUZtK4dqmNdqNQCQ7itsHqgjYL9Pq09uGaKZ3M8d6xLx00avzgfBsXOBbHGtgOlthpBj5QwpOENimuI3EDaN6\/cZh35Lp2F7aT47luPK2XuxPMzjGEsbt03B87s+CXpM3FTSHa4HQVagyGzFZvzeuchkeoiWjQGuEssC2VdRb3b\/dOJ86\/jGArmVVlOW7F8+0z3FQRYdtSyLoztUrkqlzRbFPyVsYY6aeuWCHEcaLSVJfUYs1ps3ckDYfEK\/BF1zz1CHjtvm04AMfCSu9TAC\/coTfSdw9driVzNzyTD75xt\/FXj\/iGH1oE9R+1ADxHAbbZLABBUuePpyzb9EgtSobJoMSfJoxRX3SxQo8SSkgteuCmgDjttjID9K8+V5WBpMd79EDOBmwPUe8b4580NoFSRgzlZyxL6qcCYgHE\/MFcqD9Ne3ALLSHEnGe6Ky4\/3xSVxW4Zu2MwbmlE7TnFKne+wf1kIAGOS5gTJLw5Xrm7DW2sgif7V5avfJY5EQpt13Il+KjqrHP9g7Qvc3Ak4fMs5030xanuki8bk80hwjYgD+7\/1PCx0zUaro+mRal+hGMnXN9o\/UJrAu77goYXBVhkF0xq8HpKLat3a5J7qyFQ1wc6hCcypG+tPOcd4Gm+66O8Jn7BdQS5HzeQ0pkDt945CNYir0hTw0u2MuKpOa2E1DY3kOku+TjnVFsshk3ieBYUFjitrOJdO4OaA4w2RfYEM74\/jqHrcCY9DMuPhC4mvvlzQNppFbEx1eqACrL++oBDHy9af3ZvG+mNH5NMxi0Xg3CXYmSXN\/b2jDvWhhhmIfRBWkaJlwogfh1QLAHyZk\/aNmFOj+mjsKEhwrwpeaMWFT2rhmF8NiIHiZPtsmTyn+n7VsfGhdD1g1KUxhSqKW9r9BlFsCA9w4Q8WkvAcfUty+JDMamsEyh+WDmxwTiY8rtMhDjfz2rpx4OKiFUupe1YG75YA+LOlWeTQHqOamKS69BVVY+08NP\/VDYu0VoDykAUSAf3kDKF4vcI6\/bTDb5JuoIZfVH63jptPcAM9HWkh5hFhSpk8XckxcKlKUlzZvR1RRW72AewArGMKkfiy9omDBw2hqK0Z3f7rxEWbNFUQqsgesEWDyXnHs1j\/lxKuGn7tuN82jh3mr\/p\/HVFVkwDIp08dWu50PL5PxIIzQT1SkGEigwd4Ph6z3ivKLm\/F36rcIb0cEl3oYwo8rL9xtpQ+PdZPo9nHe7xpEuC0si+VOgFhYQG2BCrdgLlheUuInwgv1dF2eid3Gj6gWKUl7rVHXM+guq6DnsMDtJHNUkz+InprXttbBGdgGiTHoIQdtIiWx\/+K1J5Jnz39a4m4X\/pobub6FdPfUJIcvVEc6G7PzS29qmLfFkNLypTj0ppu+kvCufeuV8duzPGkAtUOJY4FuF3h62939rXz290nfIwqLvynZ3x10I83R+ovyouiuggyHPyiUASQ30J5vDxEkT3KPSXnA9fzcSr\/u1JHCgEmp70ULK3s62p8TYoGSrlL0qPpgfdsCI8RCBITo\/YWOBPdS+Cr\/Ea1QNJGFNFpBBE7ruvLT\/lrN0O84yaV\/Jw5qqqUjql0GEpI+YqIhrjY5SQD6tGIMbcnbc4unWygqUHqfpGG5fLHnUTGt56rOlC4lZWEgwA4U+kF9E59Owi8LrL7horaM1+7v6pc7QsQFeWnNOYGpFCiTNwiPeG5jRy4YNqcYzSHK3HL5E0987uAb98tro5J8N8nRv9G4Pf7BcY2kTPxTt\/3qCOrQBcltJY2JX8UrboHnFrpqGUx1CRWNP1z89UiFAsOdzBm1mkB04NgNWaqEQ2DXD0xN1yfvlmCud+iXjbOfI4TY9Q6shxtjVr9l+ELiqv9Mg\/WW4WKopG7fqoOwCV8Vjhrl1004GDj5tKNs27R3QJ3h6IvpZx0u1guPt8mF7M1","iv":"135cd6addbc71fc58ea85e766cd58f5d","s":"3db1140f5b22a65a"}
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