Christophe Caïs is CEO of Customer Experience Group
Why customer experience measurement is biased
Posted Bya Luxury Daily columnistOn In Columns,Editor's Choice,Featured,Opinion | No 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","iv":"a25a6b19474116b2d79eccc8abccafbd","s":"6583193fe8f53bdc"}