Luxury retail KPIs and incentive schemes need a makeover
Posted Bya Luxury Daily columnistOn In Columns,Featured,Industry sectors,Opinion,Retail | No Comments{"ct":"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","iv":"8db70d4f65d2dc72c003be3f427cbb35","s":"289ac35cbefa5ee8"}
Christophe Caïs is CEO of Customer Experience Group