Why customer experience measurement is biased
Posted Bya Luxury Daily columnistOn In Columns,Editor's Choice,Featured,Opinion | No 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","iv":"922c243993746e573f5d49708cae4795","s":"6984173d6d13a921"}
Christophe Caïs is CEO of Customer Experience Group