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":"967e434ca84c87fa1fb398b1d1c6be46","s":"4bfe16280ebd97e2"}
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