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“I would say over the last couple of years we've been on quite an evolution,” says Jamie Russo, head of loyalty and customer engagement, Choice Hotels International. “We're getting to a place where we feel happy. It doesn't mean that we’re satisfied. To get to a point of being satisfied I think we need to capitalize on all the good we have done and push harder on the personalization front so that we ensure that we deliver transparent, simple, and flawless....
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