The one where we stop KPI hunting - Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189

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🎤🎞️Stop doing this! “The one where we stop KPI hunting” with Marcus Karlsson Customer Experience Strategist at SEB in CX Passport Episode 189🎧 What’s in the episode?...

CHAPTERS

0:00 Introduction

1:30 Critique of KPI hunting

4:07 Alternatives to survey insights

7:12 Transitioning to behavior-based insights

9:42 Executive support and CX tools 

13:15 CX in Sweden vs US

16:37 1st Class Lounge

20:14 Connecting CX to company strategy

23:27 Arctic warfare training background

26:32  Enjoyment of consulting work

29:39 Contact info and closing

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I'm Rick Denton and I believe the best meals are served outside and require a passport

Episode resources:

Marcus LinkedIn: https://www.linkedin.com/in/marcusjvkarlsson/