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":"8eccf3269ac7f233f9c45589a8d5391c","s":"5f9a20e448c8e764"}
Share your thoughts. Click here