Columns
May 20, 2014
Ed Brill is Chicago-based director of mobile enterprise marketing at IBM
By a Luxury Daily columnist
By Ed Brill
The retail customer experience is a shifting collection of moments that occur while shopping online, in-person at a store or while resolving an issue via a contact center.
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RM6baAQGbNDYkfyZzI6KtWv0K0w4PyOHaMYh5jNvG9IB\/oxkA+8mdQsiCEUbj4Eo6DvF3aCS9\/bKoHWPn\/VhpBIGnHJ29bzhJ94fxCoo70APLfRuvf9krPgQOzS5PGO1or\/G\/44cL25AZTnAGn8ra9u2t3QduLFN1rJ7dbcPiKLHGPK0nYm\/ljx3q3hsRDlGzQcqRbJuhhHxKWGuCih7VbP\/D6NM5LjigCbHjEuyVU7xRdi0THFxKfWAkZglkrYp3LuLbItiSohX2jiJoUvnRk0CQtHwrHVEPvsZAX2ums254GjqcebeqsVGbhBdr23egXY96htYV97O6rm6Wlo6SEVYsmcNeQTHliPhtBw0F8hfB+aMoWC3eKdjfEdHEEKcd+LjaQVE3H5nL7ail5mIB\/M4N46wrjwRfa30X7dIMEzHD2h48pSbIUoTy3ncqRn8xD0NaPwr5r0TQ8ipZub\/AYfcbss\/wNvNF+N+ZhsebBAILEQPQqQvgdwZ4bIPy4ybnsL7mMlE92H03iBJIZjvKz3Q8ymzu6of5RHsGtkqKYFLl4fKiWwHUWC3S8gGrEJOUorsRo7N9KAmNNqNU3xC+BMLvJHhiuZak6IeDBNwPw+hfHFtS47yFwzi3RxY44tkMYaOyzkMSnUNd5O3wShovigrubU7HFXI4mcrpJwu6qWX3tVJx3BfOcImQhxpD\/4mdYHB6kwSvujdsXFSHXRNvFSmOznx22JiTDbAJdwGgqPYUgSY9DaOmYnEgmkR08hCz08uU2c3OKdOYKpRg5bi8xxeqE3kJsq\/+8CwRS5Yf4MCtSHrFYLmUp4JiAiP2cIW+6XRnsra7de4\/K\/+tXqm+19ac20rRsQBUhzcaoXbE\/yMzX5QHyhyCV34EXzne6CisPDDuhZ+Z22bwJoJdVMJ6rwBJbJHxypXMPxUuFBN6Twk0iTT11m6K2hvZVIRSvUQSGioO3s7MMMmUyW238QPvY218TqZQdfSaOYgqjPBYKNkSBPvVMFHnv\/VFGZohtdy\/dBC3vt5bDpmEoCbJWwzvZOAXPuXX3XFcdR3m\/TNrgLzKa8ZzI4Kn\/Q7SND2aG5XpMiOkIfjsF\/PLA+YwkyU+a0un3JT91yFXmS1fgus2yGqBJCvpEb2imOECulo2dNp8UOzUo45+CmCzqxaJb6fb+CbKAwBJlEUebttbEmwHiGQ+oW+lm9UqyNaaU29QtLcUhpdk7PAHgtAC9R7S79Jm3Z2WKk41D0s0cWSSKkviKMuGuP2ZZ9DmwrVMMp1hW364RtewXFtFuywsIRV5G7Q4DO4DarkW7\/rsQ\/lzjNUajIWt7Y5GadMcZVk82VAHA+N5275uv88UozjCndbGQs5UCORNWvEUyxYFdggqh9GUb7vzZQNeM5b0vlzwdwTFvwIhv2\/8Ma2S75HWMn0obQEve8Dj9jnye4VOWFAgNYqnltaMBJY8ktgirRgTcd18ubwvgTDZVJ4yXDFcBuEWjvsQoP1LZHE3EdALsisNDbvqjyFGw3IRy6diemQD7U36W343456CEDOgShQ9cTR30kOa1cT456pXedsBNZHGTiGZkrI6Zr1F1hYDZHYhWq7DogC34kw+s3\/36YxF3qU+2iMTxmi\/OsxCfSV1jk3fbyrunq4oB6+eyq\/9JP3sPg+TWZaTC8nPYcAgEGBMBZCE9qrQ4gFfsubb3OWc2AvprdUKTZWEu+7Ut8oFGTWMYk9yeLHcHfJUVELdUOIuT7SjkWk6YGv\/Ii1pB24N7gBiVAqEedPy64yWzNSWgTYaaKwTgIywKMpUuD9x++zQ4kiAYVKdKoOuTx2oBZnoWz8MSMEYAPJdapvbmSKnd7C36TBk5DTJa+kVtlH9gbWAZsEE3tt041x\/VWVS1RPxuopfbP245r3u678KkO5fAjc41OdpqFVL72hVaA2F+r1W4fnK\/gqUgBmOphceAaJ3oKazAjYBSHotmvFy8y6\/Agu7hFBFiTts60WHHxYTqD9kB8PVSzun21b5iXe4zQoMUbNAe2UHFO3TJ6l62YhWTutDN2QRR4bC2Ux5tApApBXB3M4BhPNC+lHD+mUS79JoizgIclUJGDnoITeOKrakZLgNhQFuB7vKYScxL2o\/7uFPWzSVO9wv7SPi7MVFZOBQdaWGZ4Nu+eLlYz2qTSrdsIs\/QdXhCq7Ul5+m3+MI4eiykz1+W7SFgFJKL\/5AI69\/YuHfcM4xgjR5clADA1RDkPFScfVA7BSURtaMoTC2eT7Xo8LQnK8rGex2tj0Ht9zY+xhicHx3y4qhohtobR3h3XHDUX49OG+byzw5j3gQWOMtgFufDe0yhM82x9+aVq+UpfqUFU9KCXg9S4mxYdaw\/oMeOysFNgJTW5ruxhlPsoBYu0xTyC6u16dOfptu0i4S8u\/8JQKZLZFCCr2bPTTIxcxqDjW+5mp84hRkOVYagqyDtRY+x5bxC6NUDJxcgwRjfLtHs7BvjAgdjjYeE9S6tLSB52ZIlHQTbOjlm6\/xuGKSbNJNrCkDwUcdzaYUeYqSHr6D2Pk5uyFqIe8EBUrM410Bp88ZTKSdM3mHWvbheh9F1jdOhMEVCmWYNk1ncNlP8Pxa6vElNeXATyqEcxu1hvnO1720CtJoym8TziMDngLW9tOjm1dEB7TipPR+FfYl07R3yA\/2xDM0kPX22inRsQAZnXXRhk\/MItuxeA1R8sq1VSmZk2r7\/7WQs2VCDi1\/xu2GQiO90VQ2vEPPk5UHauRkwcI3gAcP9IMI8loqOVM3kKZl79z7tnOLRVofrnWtwfDfgMhvPuB3Qq1feDMs5dtAumoaLP\/7HxI4sWkR0LbSvEzYHJE5794wAUsWDS2cmTS+4dXL8JMhLtXJsmQ3mIuacsLldfpAcI0T1uFMjmk9w8TdTpzsCq18tCH2T2R03tSqIUgiFHo6FH+HvdQKposhc6gEN75gPho\/XoH3YpLexmOsw9pjWtBtnXIjd0Qiu0AOxxYMKOWdRxvW7TBQs+QUrU5g3GJCwN6FBAdAPu5SubQ+1wECa0lSs2fuewb908749ySj3ny7wR81Pq58GLG\/DeYKhzrIa6DKdq0LfvJpnjxfr6\/7OtRNP51OGoVVa1haozu+vwxm5jJwvqTj6v5TgHSXFUfmE69g785BMTDy5pY2O61Q5NCnWfq2kuU3udgLE9uBdkuzgDe0MCXcU3GEnFDHjv2\/v+iCsACCg9TZFmb\/r8\/YT7Q14Y+RLZ3pIFgjFE5QsC5ms+4vI9E6kBJhmZroTQiv5p5x195i6rF37tbAe1MY7aA8uAzHPhosOT\/b0xkq2uPTyRznnREFG364o4g0mhKSrHIDAwefjLNplyg9x2V\/HfvkGEUKZgWwGeuVJWByqNhiGyjB3p5RaZfYzOefltzTCopuQWwVfU9JPWfckc9SKkPm38HVukns2Ow8BRn47Yp\/C3c5dYMEiWdgKmWyb0n+q\/zV0P2NEuDY2kAc0xV8dNpgJMjS\/PqWtgW\/THUU8NGmagAcJGPXqaxM9RqQ121B+MzNRsFxR+fRxf5mZyK2gnqobV5n\/HI0VlQY81JiGuzCy3cOIffvV00hLW03ER1Oj9n2SvTUc+qd+h2J83Kg5xeBeDVOWwWIRiAQEyHcaeGcGrwIAhCnxv0JFMglgEln\/gZ4PUXycpJYWwUDpiR8jn5UCyZIi1X\/9kUl7FwZz2Tob+L7\/RqacDJe3JOkJQNIdOs15BtafIcc7eu0zRIjIMr2OLiQmSVAknqWKmDGZdAKKzUzBRMAADfrzLvuMhTItcmq0KviFizAAOS3XfCvXd7AeoQUVhogwfJTpgrA==","iv":"0bed3c2f4f28033d6ed21149dc4055fc","s":"8667374fa8c27e9b"}
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