Shows
Artificial Intelligence Podcast: ChatGPT, Claude, Midjourney and all other AI ToolsIs AI Affecting The Customer Experience With Mary PoppenWelcome to the Artificial Intelligence Podcast with Jonathan Green!In this episode, we delve into the profound impact of AI on customer experience with our esteemed guest, Mary Poppen. With over two decades of experience in the B2B SaaS technology space, Mary shares her insights on how businesses can strategically use AI to enhance customer interactions while avoiding common pitfalls.Mary emphasizes the importance of balancing AI's scalability with human oversight to maintain a high-quality customer experience. She discusses how data and AI can be leveraged to predict customer needs and personalize interactions, ultimately...
2025-11-1029 min
People Pulse by Semos CloudEpisode 15: Beyond EX Surveys: Building a Strategic HR Vision - Mary PoppenIn this episode of People Pulse, we welcome Mary Poppen, Chief Customer Officer at HRIZONS and author of Goodbye, Churn. Hello, Growth!.
Mary brings her wealth of experience to discuss the evolving role of HR as a strategic partner in the boardroom.
She delves into balancing immediate talent needs with long-term goals, leveraging data-driven insights to enhance employee engagement, and navigating the complexities of change management.
Discover practical strategies for building a sustainable employee experience program, preparing for future HR roles, and the art of storytelling to drive organizational change.
This...
2024-10-1518 min
People Pulse by Semos CloudEpisode 14: The Winning Intersection: Employee Experience and Customer Experience - Mary PoppenIn this episode of People Pulse, Mary Poppen, a renowned expert in customer and employee experience, discusses the powerful connection between the two.
She emphasizes the need to prioritize employee experience to directly impact customer satisfaction and foster business growth.
Throughout the episode, Mary sheds light on the common challenges faced by organizations when implementing employee experience programs and offers valuable insights on overcoming these obstacles through the use of data-driven strategies.
As the author of the book "Goodbye, Churn. Hello, Growth!" and part of Michigan State University, where she teaches in the...
2024-10-0220 min
Account Management SecretsMastering the Chief Customer Officer Role | EP2“I am responsible for ensuring that our customers derive value from our partnership and remain with us for the long term,” says Mary Poppen, President and Chief Customer Officer at HRIZONS and co-author of “Goodbye Churn, Hello Growth!” In this episode, she sits down with Alex Raymond to talk about how the role of a CCO is evolving, especially as customer success becomes essential for reducing churn.
Mary walks through her 5Ps framework—Playbooks, Prediction, Prescriptive, Proactive, and Personalization—as a comprehensive strategy for deepening customer relationships and achieving meaningful results. She emphasizes the importance of seeing val...
2024-09-1344 min
Experience-Focused Leaders42 - Revolutionizing Customer Experience: Unleashing the Power of Employee Engagement with Mary PoppenYour host, Alex Shevelenko, talks with the CCO, Author, Speaker, and Advisor, Mary Poppen. Mary emphasized the often-underestimated link between how employees feel and how customers perceive a company. Organizations focusing on employee and customer experiences in parallel see remarkable results, including increased stock prices and higher retention rates. Engaged employees who feel valued are more likely to deliver value to customers, creating a virtuous cycle of satisfaction and growth.A question that often arises is whether to prioritize employee experience or customer experience. Mary's perspective is to tackle both simultaneously. It's essential to have cross-functional discussions...
2024-04-0952 min
A Tiny HomesteadJeff Poppen - The Barefoot FarmerToday I'm talking with Jeff Poppen at the Barefoot Farmer about his family legacy of homesteading and his thoughts regarding organic certification versus organic practices. You can follow him on Facebook, and also watch for his book release at Chelsea Green Publishing.
2024-03-1525 min
The Delighted Customers Podcast with Mark SlatinThe Contagious Enthusiasm and Customer Intimacy Quadrant with Mary PoppenEmployee experience and customer experience outcomes are inextricably linked. That data (going back to the Service Profit Chain) provides evidence of that correlation. But there's a lot of confusion about the difference between employee experience and employee engagement and the impact that each has on CX. Employee Engagement is too often overlooked in terms of it's importance to the customer experience and financial performance. In this episode with Employee Engagement expert, Mary Poppen, President, Employee Experience Division, HRizons, and Professor of Practice, CXM Master's program at Michigan State University, unpacks how to get to the magical state where "contagious en...
2024-02-1540 min
Glassix SpotlightChampioning Success: Mary Poppen on Transforming Customer and Employee ExperiencesIn this inspiring edition of "Glassix Spotlight," we are honored to host Mary Poppen, a trailblazing leader in customer success and employee experience. Currently, Mary is at the helm of the Employee Experience Division at HRIZONS, an HR Cloud Company, where she is redefining strategies that resonate with both customers and employees in the tech industry.
In this episode, we delve into a range of compelling topics, including:
• Mary's observations on the evolution of customer success approaches at influential companies like SAP and Glint and her insights into the fu...
2024-01-0233 min
Video Voyagers: Edge of AIThe AI Effect on Customer Experience with Mary Poppen, President of HRIZONS Employee Experience DivisionIn the first episode of Video Voyagers: Edge of AI, Mary Poppen, President of Horizon’s Employee Experience Division, joins host Audrey Lecker to explore the power of AI in predicting customer needs and creating personalized experiences. They also share valuable insights on leveraging customer data as well as the future of customer experience and the transformative impact of AI and video automation.Mary is an outstanding presence in the realm of customer success and customer experience, boasting a remarkable career that spans over two decades. She is widely recognized for her priceless insights on leveraging customer data an...
2023-08-0327 min
The Sit Down podcast with Mark and Joel[Throwback] Gary-OOn May 15th, our friend Gary-O passed away suddenly, in his sleep. Last year, almost to the day, we recorded an episode with him in his studio in Prince Albert. This week, we're throwing it back to that episode in honour of him.
The Funeral Service will be held at the St. Theresa Roman Catholic Church in Wakaw, SK, on Tuesday, May 23, 2023 at 11:00 am with Rev. Fr. Tuyen Vu officiating. Interment will follow at St. Mary’s Ukrainian Orthodox Cemetery, Wakaw, SK. Donations in memory of Gary can be made online at https://www.saskmusic.org/news/the-latest/view,article/7372/ga...
2023-05-2257 min
Women in Customer Success Podcast76 - Tips on Navigating Career Growth and Breaking Through the Glass Ceiling - Mary PoppenText us your questions and thoughts!In this episode, I'm talking to Mary Poppen, Chief Business and Chief Customer Officer at Involve.ai and author of the book "Goodbye, Churn. Hello, Growth!"We discussed the qualities of successful leaders, the importance of listening and collaboration, and how to create allies in the boardroom. Mary shares invaluable advice for women in leadership roles and her insights on putting customers at the centre of a business. Join me as I explore Mary's experience in the world of customer success and her strategies for f...
2023-04-1236 min
Certified Skills in Ai+Tech02 - How AI Improves Customer Experience? with Mary Poppen, Chief Customer OfficerBefore joining involve.ai, Mary was Glint's Chief Customer Officer at LinkedIn. Mary was responsible for driving and scaling the company's ability to delight customers. Prior to that, she was the Chief Customer Officer for SAP's Global Cloud business and Chief Customer Officer for SuccessFactors before that. With over two decades of experience in customer success, business consulting, and executive leadership, Mary frequently speaks at global events and has authored several publications in this space.
She's a proud wife and mother of two boys, holds a Master's Degree in Industrial/Organizational Psychology, loves to travel and exercise, a...
2023-03-0224 min
CSM Practice - The Customer Success PodcastIncreasing UPSELL Revenues with CUSTOMER INTELLIGENCE ToolsSend us a textCustomer Intelligence tools help identify upsell opportunities and prioritize them based on each account’s historical data. By leveraging customer data in a strategic manner, companies can improve their upsell revenues using artificial intelligence. By using an intelligent data tool, all the information needed by those responsible for upsell revenues can be readily accessible, resulting in more efficient customer engagements.Additionally, as the customer intelligence tool gets smarter over time, it can generate recommendations for actions that will assist in scaling, and in prioritizing actions to make the team’s ap...
2023-02-0329 min
Gain Grow RetainHow to Strengthen Engagement Through PersonalizationMary Poppen (CCO at involve.ai) joins Jeff today to discuss how personalizing the customer journey positively impacts their experience. Most of the time, personalization is a strong component of the high-touch model, but Mary shares how data can be used to build the same experience at scale. She gives practical suggestions about how to use the information you gather to create these high-touch experiences regardless of the customer type, and discusses some of the tech stack that can help support the CSM in providing a personalized journey for each customer.
You can find Mary here
2023-01-1633 min
Vallen en opstaanEllen Brudet (Colourful Goodies) - De wereld veroveren met kleurrijke poppenVallen & Opstaan met Ellen Brudet van Colourful Goodies. Colourful Goodies is de eerste kleurrijke giftshop met poppen, boeken en ander speelgoed, waar ieder kind zich in kan herkennen. Van Aziatische poppen naar afro poppen en poppen met albinisme.
In deze aflevering hoor je hoe Ellen strijd voor inclusiviteit en worstelt met banken, ziekte en racisme.📊 Vallen en opstaan is dé podcast voor ondernemers en door ondernemers. Elke week spreekt host Vincent Reinders - zijn bedrijf 22tracks werd in 2011 ‘Startup van het Jaar’ en sloot 6 jaar later de deuren - met ondernemers van bekende en minder bekende bedrijven. Over hoop...
2022-11-2436 min
CohesionHow a Good Employee Experience Shapes a Better Customer Experience with Mary Poppen, Chief Strategy and Customer Officer at involve.aiThis episode features an interview with Mary Poppen, Chief Strategy and Customer Officer at involve.ai. With over 2 decades of experience in customer success, executive leadership, and business consulting, Mary is dedicated to advancing the next generation of CX leaders.
In this episode, Amanda sits down with Mary to discuss how a great customer experience can lead to happy employees and how to measure employee and customer satisfaction.
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“Early in my career, I realized that our most happy customers had a really strong relationship with an employee or employees in our organization. Wh...
2022-06-2131 min
The Hyperengage PodcastEp#11: Involve.ai - Platform for Dynamic CS Teams ft. Mary Poppen (CCO, Involve.ai)In this episode with Mary Poppen - CCO at Involve.ai, a Customer Intelligence platform, we get to know how Involve.ai covers all areas of their customers' business whether it's revenue, communication or support. She shares how their team of tech geniuses gets integrated into their customer’s data sources to provide a personalised experience to each and every one of them and get them up and running. Here are some of the key areas of discussion that you don't want to miss:
- What Involve.ai needs from its customers to generate powerful insights
- What an average CS...
2022-05-2432 min
From There to HereDon't Sweat the Small Stuff with Mary PoppenIn this episode, I chatted with Mary about why she loves startups, growing up in the midwest, her time as a carhop at A&W, her fascination with Orcas, imposter syndrome, and much much more!
2022-03-2423 min
Helping Sells Radio346 Mary Poppen Improve customer onboarding with customer intelligenceWe are doing a special series of episodes leading up to Rocketlane's Propel22, the world's first customer onboarding conference, in which we will talk to many of the Propel22 conference speakers to preview their talks and see what we can do to further the customer onboarding category. We all know that the best thing we can do the help customers be successful is set them up for success right from the start. Mary Poppen is the Chief Strategy & Customer Officer at involve.ai, which helps companies prevent churn, grow revenue, and deliver customer outcomes with customer intelligence.
2022-03-0823 min
CX Sells Podcast"Anytime we try to change the market, it takes time to educate the market" - Mary Poppen (CCO) at Involve.aiOn the final episode of Season 3, we're joined by Mary Poppen (Chief Strategy and Customer Officer) at Involve.ai to have a convo about the changing definitions of CX and the technology-led CX revolution.
2022-01-0724 min
Another Cloud PodcastAI and Customer success with Mary PoppenMary Poppen is a world-class CX & EX leader, speaker, and author as is the newly minted Chief Customer Officer at involve.ai. Aarde and I sit down with her to talk about how involve.ai is using AI technology to blow the lid off customer success.
2022-01-0433 min
The Tom and Bob ShowMary Poppen, Chief Customer Officer - Glint at LinkedInMary joins Tom and Bob on the show to discuss what Glint is all about, how Glint defines employee engagement, why CX practitioners should be concerned about employee engagement, and the strategies they can employ to create more highly engaged employees within their own organizations.
2021-06-0226 min
Press 1 For NickMary Poppen - Chief Customer Officer, Glint at LinkedIn (Customer Success)Mary Poppen - Chief Customer Officer, Glint at LinkedIn [Customer Success]Mary talks about:· Why it’s important to be happy at work· How to become happier and more successful· And company culture plays a role in employee engagement The person who has influenced Mary the most in the past year:Vincent Manlapaz: https://www.linkedin.com/in/vincentmanlapaz/The Service-Based Paradigm Mindset: https://amzn.to/3xRCVVx Her note to...
2021-05-0638 min
Press 1 For NickMary Poppen - Chief Customer Officer, Glint at LinkedIn (Customer Success)Mary Poppen - Chief Customer Officer, Glint at LinkedIn [Customer Success]
Mary talks about:
· Why it’s important to be happy at work
· How to become happier and more successful
· And company culture plays a role in employee engagement
2021-05-0638 min
Be Customer LedMary Poppen CCO, Glint at LinkedIn connects CX to EXMary Poppen, Chief Customer Officer for Glint at LinkedIn talks about how she is bringing together customer experience (CX) and employee experience (EX) in her role leading everything post-Sales at Glint. We talk about the value being created by Glint’s technology, and the opportunity of bringing together their platform with the power of LinkedIn and […]
2020-12-0200 minBe Customer LedMary Poppen CCO, Glint at LinkedIn connects CX to EXMary Poppen, Chief Customer Officer for Glint at LinkedIn talks about how she is bringing together customer experience (CX) and employee experience (EX) in her role leading everything post-Sales at Glint. We talk about the value being created by Glint’s technology, and the opportunity of bringing together their platform with the power of LinkedIn and […]
2020-12-0200 min
Master Communicator PodcastMaster Communicator Podcast with Mary PoppenMaster Communicator Podcast Episode #25 with Mary Poppen.
Mary is the Chief Customer Officer at Glint Inc. Glint Inc. is a company that specializes in guaranteeing post-sale customer success.
In this interview, Mary talks about what she finds to be important traits for leadership and the importance of communication between people.
You can learn more about Mary and the work she does at www.glintinc.com
2020-04-2809 min
Helping Sells Radio132: Mary Poppen Increased NPS 40 Points Implementing a Self-Service Customer Success Model. It's OK to Be Jealous Now.Mary Poppen, Chief Customer Officer at Glint (now part of Linkedin) joined Helping Sells Radio to talk about how she implemented a low-touch, self-service customer success model and increased NPS at the same time. It seems counter intuitive that a company can do this. Most of us might think customers would want more service, more hands-on service, and more personalized service. But guess what? Mary listened to customers and guess what they said. Just guess. They said, "We want you to help us be more self-sufficient." Mary listened. Mary delivered. Mary also talked about this during her t...
2019-05-2950 min
Helping Sells Radio120 [Gainsight Pulse 2019] Irit Eizips Says Customer Training Can Help You Scale Customer Success and Increase SatisfactionWe took Helping Sells Radio on the road to the Gainsight Pulse Conference 2019 to talk with ecosystem partners, customers, speakers, and conference attendees about their experience at Pulse and maybe a few other things. In this episode, we talked to Irit Ezips, CEO of CSM Practice. She gave a talk with Mary Poppen, Chief Customer Office at Glint, about implementing a low touch, scalable customer success model and increasing NPS. Irit talked about her framework and Mary talked about how she applied it to increase NPS 40 points. Learn more about Irit Eizips: CSM Practice: https://www.csmpractice.com On Linkedin: https...
2019-05-2518 min
Fast Moving TargetsMary - Jo De Leeuw (Revnext): Nederland Blijft Erg Achter Op Het Gebied Van Cyber SecurityThe internet of things belooft veel moois, maar kan ook gevaarlijk zijn. Zo bleken er al poppen en televisies op de markt te zijn die in staat zijn hun eigenaren af te luisteren. In Top Names praat Mary-Jo de Leeuw, Associate Partner bij cyber security expert Revnext over het, gebrek aan kennis van de politiek, een nieuw internet en een probleem eigenaar.
2017-05-1532 min
TalentCulture #WorkTrendsEmployee Engagement and Customer ServiceIt's not a well-kept secret. There is a lot of information showing how customer satisfaction and employee engagement are closely tied together. Given your employees are the first line of contact for customers, how they interact with the buying public can have either a positive or negative impact your customers' perceptions and ultimately your bottom line. Join #WorkTrends host Meghan M. Biro and her guests Mary Poppen and Sara Weiner, from Glint, as they discuss the ever-important topic on Wednesday, February 15, 2017 at 1pm EST.
2017-02-1530 min
Game-Changing HR Leaders, Presented by SAPEntering 2016: Got Resolutions? Want Change?The buzz: Crystal ball. Steve Jobs was loudly criticized for “A lot of times, people don’t know what they want until you show it to them.” Arrogant or not, he was in many ways correct. We in HR already know the problems in our workforce, but do we know what the future holds for solving HR challenges, which technologies and strategic practices will place HR at the leadership table, and how we should prepare for “Workforce 2020”? The experts speak. Mollie Lombardi, Aptitude Research Partners: “Pain don’t hurt” (Dalton in Roadhouse). Sharon Newton, hyperCision: “We tend to overestimate the effect of a techno...
2015-12-0956 min