Columns
May 15, 2018
Christophe Caïs is CEO of Customer Experience Group
{"ct":"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","iv":"147f66dcd771c61dc6fde0c2b9571a8d","s":"a4596b1e0ef23b50"}
Share your thoughts. Click here