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":"04a3c6f43bdfc6d294c3bb11c0644cd6","s":"31a589165150a5b1"}
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