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":"3c6974fc699f724902559b7fa59c30c5","s":"419ca9f280030aef"}
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