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

What's on your mind? Let CX Passport know...🎤🎞️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?...CHAPTERS0:00 Introduction1:30 Critique of KPI hunting4:07 Alternatives to survey insights7:12 Transitioning to behavior-based insights9:42 Executive support and CX tools 13:15 CX in Sweden vs US16:37 1st Class Lounge20:14 Connecting CX to company strategy23:27 Arctic warfare training background26:32  Enjoyment of consulting work29:39 Contact info and closingIf you like CX Passport, I have 3 quick requests:✅Subscribe to the CX Passport YouTube channel youtube.com/@cxpassport✅Join other “CX travelers” with the weekly CX Passport newsletter www.cxpassport.com✅Bring 🎙️🎬CX Passport Live to your event www.cxpassportlive.comI'm Rick Denton and I believe the best meals are served outside and require a passportEpisode resources:Marcus LinkedIn: https://www.linkedin.com/in/marcusjvkarlsson/

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