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":"9d7f61ca43665d5a1a498e460117b070","s":"5f0ad167737eed3a"}
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