Today’s buzz: The Journey. Customers are changing the rules of the marketplace. Digitally connected, socially networked, better informed before making a purchase, they jump between web, mobile, in-store, and phone and expect it to happen seamlessly in a personalized context. Whew! What is their POV on personal data privacy, advice for competing retailers, and definition of the best-ever customer experience?
The experts speak. Prof. Chris Pullig, Baylor: “It’s not rocket science, but it can get complicated.” (Kevin Lane Keller and Chris Pullig)
Arnold Bueso, Baylor: “People will forget wh
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