Christophe Caïs is CEO of Customer Experience Group
Why customer experience measurement is biased
Posted By a Luxury Daily columnist On In Columns,Editor's Choice,Featured,Opinion | No 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","iv":"288fc094bc11161b649f69753db42941","s":"faff613d9009ffe8"}