Why customer experience measurement is biased
Posted Bya Luxury Daily columnistOn In Columns,Editor's Choice,Featured,Opinion | No 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","iv":"f9df1f05ce11237020d3d3e1e235e998","s":"34be8866beb1441a"}
Christophe Caïs is CEO of Customer Experience Group