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":"521c9af40fa664495f67b08ebea5b7ff","s":"745244caa1aa7e63"}
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