Christophe Caïs is CEO of Customer Experience Group
Why customer experience measurement is biased
Posted Bya Luxury Daily columnistOn In Columns,Editor's Choice,Featured,Opinion | No 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","iv":"128acb42cd79dc172e02d665e6112723","s":"26b74cb9d0e5339c"}