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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","iv":"681c85996ce406fb25282e05cf85a197","s":"ba049f8dcc80be33"}
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