Why customer experience measurement is biased
Posted By a Luxury Daily columnist On In Columns,Editor's Choice,Featured,Opinion | No Comments{"ct":"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","iv":"970dc781c81fb9d3a0b3ac041f7cecb3","s":"58b5dc71aeb57039"}
Christophe Caïs is CEO of Customer Experience Group