In this discussion Gary Jones discusses the widespread use of digital technology like mobile devices, noting that a high percentage of the population uses them.
He emphasizes that this doesn’t necessarily equate to technological proficiency. For instance, while implementing QR codes in their customer interactions, they found that 30-40% of customers were unfamiliar with what a QR code is.
It highlights a gap in digital literacy and stresses the importance of educating customers in the digital realm, as face-to-face interactions remain vital for understanding and assisting customers effectively.
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