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":"e32aa985362ad0b98b3f6476bffae4e0","s":"24508823c066329d"}
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