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":"19c6fc7c7b733f9543f1fb0e76cfb951","s":"0cb7b402d1a8a20d"}
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