Christophe Caïs is CEO of Customer Experience Group
Why customer experience measurement is biased
Posted By a Luxury Daily columnist On In Columns,Editor's Choice,Featured,Opinion | No 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","iv":"f8d599aeed64be0d11cef663fcab9b2c","s":"60965579174a134d"}