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.
{"ct":"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","iv":"2a40f155aec1d862e0d260255198da21","s":"fbae756e930009fa"}
Share your thoughts. Click here