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":"7cbbdab2fb318b6c698cd80e2b74e16f","s":"5de76da9eec49fc2"}
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