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":"f5c58cc3e176f1ec4162304a4008b069","s":"fbdb59915b9f287a"}
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