The restricted social lives amidst COVID-19 have prompted companies in service-oriented sectors, including retailing and banking, to stretch their digital capabilities to engage, enable and delight customers with minimum direct contacts. The capabilities, in turn, have increased consumers’ reliance on digital channels, rapidly reshaping their behavior. Will such a reliance be long-lasting or ephemeral? Industry experts will discuss how to develop innovative and competitive channel strategies that align with new normal consumer behavior trends.
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