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