Shows
The Daily StandupThe total experience theory | Mary PoppenEpisode 172: Mary Poppen knows you know about total rewards and customer experience, but have you heard of total experience?⏱️ Timestamps:00:00:00 - Intro00:01:31 - The power of total experience 00:02:07 - Silos that hinder organizational growth 00:03:30 - Harmony through shared alignment 00:06:19 - Marrying metrics to business outcomes 00:08:27 - The uphill battle of leadership buy-in 00:10:12 - Pressing the right persuasive levers 00:12:12 - Breaking silos and zooming out📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetim...2025-02-0314 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 SecretsEpisode 2: Mastering the Chief Customer Officer Role“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
Disruption / InterruptionAI Disruption Unleashed: Elevating Customer Journey with Mary PoppenMary Poppen is the President and Managing Partner of the Employee Experience Division at HRIZONS, an HR Cloud Technology Company that helps HR professionals become more agile and effective leveraging HR cloud technology to meet the needs of their evolving workforce. In this episode Mary and KJ discuss the challenges of cross-functional alignment, the impact of poor customer experience, and the role of AI in personalizing customer experiences. Key Takeaways: How AI helps to deliver a seamless customer journey Common mistakes in the handoff process between sales and delivery teams How to foster collaboration between sales, de...2023-08-1032 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