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":"788f556527b820945b0c7cec31f5f23a","s":"ef5a30447bfb63d1"}
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