The One Where We Stop KPI Hunting - Marcus Karlsson Customer Experience Strategist At SEB In CX Passport Episode 189 CX Passport podcast

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

8M ago 31:02

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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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Episode resources:

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

221 episodes