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Decoupling And the Customer Experience

from By Catherine Iste

It is a great time to be a consumer. On one hand, we can walk into a big-box store, find exactly the product we want, then find the least expensive option on our phone and have it delivered to our door. On the other hand, we do not have to leave the house to grocery shop, get a massage or visit the doctor. Technology has had an undeniable and, in many cases, unexpected impact on consumerism. This disruption of the traditional customer experience provides myriad threats and opportunities for all retail businesses. more

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