Why customer experience measurement is biased
Posted Bya Luxury Daily columnistOn In Columns,Editor's Choice,Featured,Opinion | No 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","iv":"efee6d9435910afad54555eb5c56cc52","s":"ea983509ad410556"}
Christophe Caïs is CEO of Customer Experience Group