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.
{"ct":"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","iv":"d68a085c7ad01af7dc6cef77b0444e98","s":"6b42f74f0b8916d2"}
Share your thoughts. Click here