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":"ba347c6ecb0579f4af049d7742be6dbe","s":"2eb58d807c53648e"}
Christophe Caïs is CEO of Customer Experience Group