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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gvJhCb9IIpOvJxM+8Zqy35rjlRGwk\/J7PvE68\/w+cMMxcdX\/eAKXjT31SZSyVKtI+3hiiP1kC1I3WjtALpuF54TBFkUNxN\/VcTeHztKY3uC8FYgF0eA8M\/4I228y+ibDFZbqaSIlg0D4meNRYj5frgpg9WVXfffO2ePwlxMkfsVN0eY+fjT8tftcHcrRFWH9hdh6kcbJUr5i2VBNNBEIDnE2q92p+guoHIEGz8LYjCFdonjt6Rs046S45EYLVPNVpNzszvNDu2WETxBc9VZvasl8xurNfDqdaC4aQ3Qlc0GAi\/YrNOhygc2yUm2uwnMNGu0Z3DTdLWtuAan7KBNTZn6DoYgdN2Wq9N8GNsVgdzMaErMSHaPkEBq4YZe+WGLzALWH7oB07kF8B8xvTmTsmAQTe9agmrh3FYvcmlSoP3pP5VueqEPqMoqhxhPCCqnwOyBnSUw7WAxu6DQ4zcjMHvQkG9zRp6l6tszejot8SEwMJQbrkYqVVl2xcIQG\/P62yLIVumGtoX5qYXQnlLnjDuxB+qYjxtsRLgMNM\/bI9vwp1gbpI7TiISF6S1LBsjyUGMVywkTcx1FCseUEoluL+9Q2C04TUSH8uPJEpDVHNBxNBStLnv+IwvgasaGizQVVHNedcpTIBNoQgyY\/A\/5I1hl6d8FZcktmLX7nRQ2rOkHJE0JMIAdkimmyaimroI1vpoaF0yEFwLXyF+oVAunaX0g7vJfdqID+caWptfvbT6Vl9hQ0rYMrqNZ2cmxSX0YahitutaaMhRe7ehS6UtIavxmvIy5q\/Ps7Un39f1OaI2tFH+fCKhPRS0joU0KE6XFIY24t5H5IsZ9o6ztYzsHsL+wgYxzxXnSKLLZlwP9QB5Y7r7JAN84Z6PoLoJu\/bdfAqMMQKP\/QNyGg8Z\/AqCgmsIt+cjPxtxGKdrPHIpbBkWpLPGcTVSJj+ZOXJLBT5KOhtOA9I8pBRSlcUBU3otD03P5PCCWBZtaikMcqVODVd+Zz8dHGYSmvhLYyGglH6S5g2C32j9QDUEAFseP2gwlQ0afTpHtiRR0z\/DKLQS00o3CNkyZRpRrJEhpGv0HFpKN2tJ2hEsNUykTN4hFsFstpwsV0crBG2LG5yXVcwlXCZhEqQjYq2WHiXar44VgnTMDL521ZUiRS59vfaS01Vu+fg2WjWULDpBZVoxpAgey67FGBWhFBu2DwpPQbT5mZWpKbxNYNAxpaaMQ9g6v8gEgfOzv3+9oRQGhmA8gwliqjnDPRYj948mh6xNK0Rc1Ki1wZbz1KPaf2netvWDseRCjzbCc5vhZ7ptTLwQ5JTA+BO2EwP5P5q6HHIStRABHmzFzXqa49cWgi3QNVlYKcY2XL3jH9J6WAy42Qur5HWAB5QH2f0369h9kU+H93r4bCJrdhAXaporr\/FaRHDtv4r0B3Ew6wIv7xkHY+vS5exAcqHC4MjCVKQ5bmUU\/JdctB\/BxDW3vczHePTPPDn5sWixd1+vRVfwXiYG9wzX9tCzy37ya9Yf8+ljK6XsV1wWzquiT1\/CWtnVYwDYm8NrE6Hyhw0MwfU9\/SfZOZLTzKKmbvp9fsyIKMJOkNqJqlVVbavsk8wyuN\/h1zIEQxvG0DHPtXAfihPcL\/IH+ZVdWWH0saDBGLtQGosNpcY93ms24a0W+BiPHklwlnaaxvr\/zaQi7+6zbBZx8tDMeZDX7mlqDyyDZeKaW14PmorWeg2QhCi2GUsfhNywJlczuPv8ZOG\/vlRBffnqh3hMyYOFz5pWhB5lA\/yBmPAq6YecbExF\/JV0kkmtrDKqYnQ3ucZYjL9UrtIRb\/htBJ6OPlmUNONRdhDyQS3JbkmPQdgjaqnY1fMQ7wgKcCyXAqsAdkqe5hA5FRbfC3JxM+w1ECT5xOImZ8DKv4hEP1OqoFZ\/gzndFsGIQF6EPmf+OrFN3AZmjW83jJzz9uSoRbP3GPAE9K6ee0wsGOIOmFYNetdgjqlViv+A+RJe8ikRX4E58EHBzvKeSskuk1TRgEbtTmVyHyCkAzWGxAYlycvzeZZwRQOg+NIkpZgXzMSSCwcmmO4IIWAWU2O6VfeXWYa157ekHlBeMDN5\/PAVFANLMFEWhNmvBP4wsmk7nP7vN8fz1Kbw+4uRZB1BdIwqQrKV2oHOfL+2N\/Zp0dqIunW0uH94XqzZDfI3XY2LQeB0mt80+MKktk9Dy4XiL5EaGZK9wivhruweu0RBry0M5qfNgfWYfXnEeosRb7RTMbREhMfcGPu2uv0nFrq7cIECR2hq+MVneIhJptPRKVpJ9sbEgO1Ox2v8lMjKoRcXCUfjmOZDD+s4HHyhcs37GEetkh0QuZJXOMPZgCu97eWzdEmY6USVVtgAqsZbwv3BG5o7UykRcJna\/Id2ydezip4VSrnLnt0qFqNh7IHe73u8J17GfT2GHw\/EqIXi6etiwNVXyFnDKT5tVBw7u+CvCcW8ek72L6sEEayVVNDiVNAmqOnVJAR8m7\/NHCTqCkNtLczhzilkBBkh3nUT7m1Zp556PNoqYfAU4VLBKVm7ol57EExaxbeHBwXl9V1iQt4QLDyqA56COM5U+pXYBrLhd3gvWFIZEDNsTtirygcmI735WvM+mNInZHd7+OkNXJ69wOL3z81VUCpebtBVRToblrCzcKk6PwQrGvv7FgtOv9kdnCUmsIMqcQlcCqmYrS1XWuMc4ZKJSv2WUvIVo52SnXDff4W7GMH\/gy3VWn1XnWgCxubr4kteE6EQ5rYpjiJ4FvingHPb6J3iEYlPPDi6LJCsS3FxJDuo+5Y5XayClJStjYmK5A0\/afBIm1HbhoULm5Z2FzJJFMJQVGdZRU\/TYkgQ14gs2Te8E+pd7lCo5IjwicCX\/qiVZJstrM1qJOccRh8GhpXXZpGKIKckrWiadg+s6JUH6QksCivywc8cExx3\/XjXbiu8oFxMqZP3kKFjETyuhzTO6j3gFuKLR2apwl\/P+fkmaUn3ui\/bkoY1pd5frtTFQpQsAbiGEqlRiVdHrN87E4TQdHmZqE13gdEssA2Q6FnQlePh\/5jk6sGpXQqU7TRQLbrrDCwFFPESkpWguaGnc73F71cGrIntNnKuNd8Zt2es1s2KxtWjgxyCev6txgdPL8yjnwEsu7jtoEu7ESVidOqvfnmgRdab1Yfiw9NrbxWPgaVLze4PqGwLoxQrh8eLV4+L6lwyDBCrsSwF2dip0qpq89898NfNG4K6WJ2WA3w8TxJi+jkxqEIgXl\/1PWuFVksEeqs3MKNlERr7qHBvIRrzHMdDiSJcH9MsHOTWVqEHKNQeCWs6qprNpcSvfvl+R+vAfuFpyB9QuqGGO\/VSFbb402rJfe9og0B0AhG8Y1bv+vAqfjhYvrtcoHUNz70TV4otrBer69i2ozK2hG9jLJPh1aI63IJWq9SM4xa2PrukMt6JuPyCoGYlRqGSUS4jEOKv8zwP3dGcWIgssN+QYyrbUitRSur6s6FpZMDQQVjDejxgytwRX7U17KP2SXubcwWlZhcB5OX8TA1\/HgvVqYCxwyz6AHUaCAQyl3+rOThmAjR2WwxzEwvrL\/7iY9dM6jv3TZ2TFJ8tdSYki38JREDEbsHexQ9lewHciuZ65atHy+p\/P3zugWKTqqMXv4NlZc0jIeblgM4OWn\/n34x+GOR7YuKae6peVtAfR+W9\/CKB8Q6S1eRH5hCDcrVaPxa8vu0N1evIqXBJQZZjzq8Y9cYdFS8xVx\/VA0XyZRoEL4jaEuucw87N7Cg2jCgAYOf+O8ZER0WpK0uO9D43NtrBawN\/oMVhpQ08BsSwsUiPz0DfVSGct6u1sw==","iv":"410e243019426b1da9b4c87ba57fbb3c","s":"53daf493e53e7eb6"}
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