Why customer experience measurement is biased
Posted Bya Luxury Daily columnistOn In Columns,Editor's Choice,Featured,Opinion | No 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","iv":"8e7441268760739f3756b239280d14f0","s":"6eb0c546b8396367"}
Christophe Caïs is CEO of Customer Experience Group