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":"5a7d47939d5ba905a3511662431e37c2","s":"c52eab7c6c0787f4"}
Christophe Caïs is CEO of Customer Experience Group