Why customer experience measurement is biased
Posted Bya Luxury Daily columnistOn In Columns,Editor's Choice,Featured,Opinion | No 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","iv":"2ae7e32e55012b13c4baaef7293c1a96","s":"d8fe19414e94a309"}
Christophe Caïs is CEO of Customer Experience Group