Christophe Caïs is CEO of Customer Experience Group
Why customer experience measurement is biased
Posted By a Luxury Daily columnist On In Columns,Editor's Choice,Featured,Opinion | No 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","iv":"5b2e46c0224f69a10714239842e13e35","s":"8a5aff800e185c7e"}