Burberry's Blurred Lines: The Integrated Customer Experience

During a keynote talk I delivered in London last week, I was asked the question: "What brands really 'get it' when it comes to customer experience today?" This wasn't a naïve question. It came from one of the 100 senior marketers from the strongest global brands in the world. The question extends beyond great digital customer journeys — Zappos, Peapod, Travelocity or AirBnB — and great physical customer spaces - Nordstrom, BMW, Southwest or Virgin. What company has so seamlessly integrated its