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":"335f18d7d448dfac311711d1979de435","s":"b49056609a4c65bd"}
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