Why customer experience measurement is biased
Posted Bya Luxury Daily columnistOn In Columns,Editor's Choice,Featured,Opinion | No 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","iv":"9ba2437b4cb3c8eba7f967476b571eb5","s":"0ccc9a22c281b102"}
Christophe Caïs is CEO of Customer Experience Group