Why customer experience measurement is biased
Posted Bya Luxury Daily columnistOn In Columns,Editor's Choice,Featured,Opinion | No 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","iv":"cc056063ed72a39a4a4286716951edf5","s":"953b48b6f03ea3e3"}
Christophe Caïs is CEO of Customer Experience Group