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":"32727d6816f7fb1a2c485ac05d175817","s":"a40a80194d8dffca"}
Christophe Caïs is CEO of Customer Experience Group