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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SzUhDEV3z7Elm\/DaOKHYbuNlv01r5xe9aS9BvdomcdoRYXBSqGW9k\/6qVtAS5FFxrK7NOU4D+hX0z7I0ls+met\/jpsaHQf4d5dn6\/yxjuQisEIRJEkfOQ\/tE2gwvBVrEjiX\/T6EBVirk0aqTtlw1t7xJbaeG9EJrkUhzy\/Y+gJ\/Frq1I61UOyiG6YZfdFfXUnTnMnlNIoTgrvM9F8iojudONFlenataN4PQoEgMyLe\/0ewfoZEqOrg7iyQ1XnzoHxj2nMjRLjsiQrub9r5kuWKWx7hDddkTL+A9J5XQ8tmyEG\/asMQ6UYclWs8B7ajNAmaMoFuQdMuf\/+hXqkrWZUiKkzKnfFupYFRotR+WqHQjkB3Ta1q5hGp7qzKa55iPuCBAdELDfGB09EfBDJYr2wrUuadY9hz4+uLq+hG7ZcRrcD7QZCZhw6Wu+NZTybd89SDtOpHizAL28bfHAwvdjY23bZcwQQcW2gKfYodRqctiGb27IAV3xpa5nEeR6CAXROcR0WDWKGhO2uA9Uvf2NUfBGyAbxdV3iY5lm\/HnPDf5L8GMLm4QDXfJueBHfGGs4eEWQOJXyVdvphHTzaXQtytPF6IQ+PViBHL4pQZVYAgn2E3ZHJO2rfMoSoEr9LVwaS9u8rOxRgZuiF0nBEhEhW1JzFHhxv5rL62570WMAhimlEhv6lKgZ\/7i\/xt20RgjMFznxmof1Z9SBGMGmdgkXsuUagFdUcDGLJe5vwow+s6emfsFA4WvYJmZDGKyw3dIZ7v6hEJStIXaV0+VV5vOZ8Sq1THF4jVzSIk2fJb2Isukdb9IYvplDMU2GLyRMhGeQuibouxD47YzyCBADkCpRAqLks71RRjQ0A7j\/Nu8zDvXeDxs9r9GbcXtob4c+RMqpAswjnL65ejmLYlP3Z1D9MGwW0g\/SAKgiJh0ZKDEJobHeDtlCWF1oQSdk+foSxt3s7260RxDm4V24\/V6Xv56BQ4cCaFDNgEzwV4mJTCUW9ps8DDUbCLuPJdWRzRVmkaCnAX3B2Q2Iq3mpcNjmihfmeK7zi348+WU4BOk0aue0ARjpd8n1Bd+\/8ohAX9B5I+njuDLkiEHu1icL\/g2OJDaiXv8bAUSeLWxB+URS+ox0tfSDEyDJGf1N9ODB9p32xC577Md+iv5dwETB4Trf5j4+T2I+oX4HJyrIkG+qgn+p4YbM\/YJdEisL+gFXwobkQtlR23mg3+FSBjX9ATjcQVwb7bOLcSu2HqRcpCYmuPQNWtjmbfnLMKqRmL9+Vd\/6UIvgBB7c7FGv5QpXo1n1YeFmJxjcHvqDEuXRqnse7QBa8kBCAgAeaFTwpg4GgeAqsSRLcuZDvQoCqPNAUA8nyHCW9mnfWfT\/WEPwqXHvTNBXqDB6tVY7jFatoIg3zyCeO9hMNE8xqB76gr9r820dgA5tgWcolNplwK1WcZDfK8rCrvjDydcXIdSW7rTIxiPQ\/UeRJVm3Nv9ughR3HybFzSU\/CIB6Bgi9WhFYeEHttEHjEq8JNNMKB6rPm0idi2pxOPy+r0A5JwQesJmzzFyf+XhG2CnRE11L9wc1D6rVvWVQmN6RARcnr7u6OieptLKU3SjObQ\/8GZr\/E6revBx07WgtVDgHMZShS74l4k5gglMW6a7SdIcdLLrnVB+C3GyETHBLfVTKgsiM0DnDIApChf7zm1WpFZ5CTjSA8qkA9l9xckJaV6fmxkuAHNLH6gYIzsKlSksaUeQ1wIbYL0p5sRRJn2\/vKPZS+9APJqcWC\/N75ApC9crqG9nmF1KDT5lRb6UpHXSFnWk+BLLCWCtPMXIy77kSKRGmnnYAOWgrvk9ERx\/3Z9EQjCezSsOzciHeVoMp6dq2L8GfDfe7nbuWaK2eWUFZx5xFBNkkQfJGt7msipS4rxHqfGVwf88HXOG9P3Q0OArLnv5E0dpYVqsBp2S7pqDS14NI6sbl79fMK2Z2dQYgfZrikPgjJ+TSwnsxn0mfJuWcK57RlCYLxKbk+t9M\/KG3N7IaQNmx5ZyyJH+17mHKRvKCmj9oHYb54sRKg0QUXMP6lhtHmewG5D0eoNEjZYtkiqQZSxibpa3naWeYCybUdACtP\/Jyq4Q3RHiP0xoqFO2YGlgkglW7CLg0mdK7S411o3mjVCH0CTTLjygxJwnGX799K7VYBIwVu7oTvFR8Lk6pPCcGSG6dhr+Pwm7BlryF\/z6VX11VL5kAZFkDln8AxPXPK5yZmXaOIK+eSUCEMlBuH+TWRQWsZ4fn95QBh10m+fO57WAtMnNl5KXa+kNmcwKUqIEKjyNDriVopHTWg7zzSJ+aManae3fmfwtFkZus5otCMf\/UhJVZFEJtYQY2hIeIagWpJOcNkCPDUEVB02nx3saXgxNZ2b6j5orsmIlFuxSR2SfpKNeiA8RlqjmxhAC4coAcVWOChA\/mr97SpDsbK8YbqFtfXcmLOwmUrnRW5kReGO6XQvf0IAdvDh9Rh3yBRqY+Pcxmq4hS7bESXZjbGYkcHrG5XW6lME\/hl8Bl5e56qjEkDARUESBT5xzBsqiek+X4yvbMxVcIGwG7JnuBfY89n34YxqTbzoiqOA9cG4rO7lx3LiyazRPbnGLJxTys3ftWARIi22ON09RG+u200DAFZlFTSMHlVPzSjmErh7nxggtDrewNEZS9zfxJMBTHseof01FBJaV2ZGgLtjbTQOJpBVaNQqYV19pNoxdcX4DihNJJWyV8bdmdMvCn0XRbJ5TV36PmCAssMKNdLht9Rrn6RvnNyD7WZ\/IHNo6AJZ5p6\/67H2NprzQ\/CqF7BmzRHA8uBVMG6b5F1UtK2qH7rln3i0Qlejq00ehqfQ9fdnJGN\/lVJH3Uh4cjjBv5pOpJC48tsf8aoC\/V5z+WRzaDQBQDbqjyo30vU+B6uFaMcPuUKGXd7b2D4A+b0ay1+aF865d1BmrJXw+CliF4+35kvFL++rCTSMgF\/wdHQ4krTWbK6zmEo0AyU4MWyQ5yhKtxE13Nv1PgnkbPRbqAZggWgkk21zW2DaJfIuPx9Oy7JSvapcP5zXb3wleUDuDBvrn8ExqrWfEhatqB7YM5VtVAtVDk919b7Dl2PUeHLzCtpTKc9hqzgw4+Jlolmh9XUc14+2N4NQ9jhiza1GDMBO1w6wURUnDphCRreLE5pO5xTWF+YeRngWfvvD3w+n6Z8\/ClVx7LZ60SzABk92gtwr4MYNZ0ndM5oAFtCN6lLnLA\/VCAVEdtNAtaFNUZ8yIF0d\/vz0vqm8DzO6SpiST1peITXGyrFacESv7TFvmZs54+YW92GZqA1l5v9jrwHp40BtfEHb6heWHbW8ZbKQefq2EZYOIV7CukDel\/50V+lTARM4gX6cYEeoJRTC0Ktd+o81+dFgnRZ3PtMbvoRFQ+6nN8mg+YUBL8JIuK\/GNBHmxZFm7MJxmS7QRlPO9Ci3L2KnpigQESz3YYfrmEINyV2HM1lURoyWIswnyg4Lz5W304rMf\/7qvOIveeGykjWfZimeLUTC+gmkZlKdLlhe9TrgFh9Oyf\/YZ1ImoI6Lk79wPO3UoWwDLX+QyWfGOEpnUHS8zsJjFPL0NyaIFFGC7RcWM1Sx9CtMlipcv0gelR0myWK82jFbdwm9oeOZsi5n3tj\/cESza51ADaso3LkQ0dgC6TSsPViHv\/rJnI\/uSE8Nyj0tukU4C0ZNxTkramw0psdEk3yNIVtn3Ougf\/c2KiGMrj81s+dZebM3\/96+Uh7HTWnzkdAxbV8IdTytrQnGxVC2Rl+DUF8aebfE+y1UDgZmYgNKqzGtzfgPpyi10mQlfVjOayKtFrNeRBS0utUuKCrSxRA==","iv":"214d4caaead195b97ace677d9f2facf7","s":"1a20dee37330d439"}
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