Championing Success: Mary Poppen on Transforming Customer and Employee Experiences

What this episode covers

In 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 future direction of this crucial field. • A discussion on the impactful strategies for customer retention and growth from her acclaimed book, "Goodbye, Churn. Hello, Growth!" and how these insights have influenced her professional trajectory. • Mary’s innovative strategies at HRIZONS to enhance employee experience and her perspective on why employee satisfaction is crucial for business success. • The wisdom Mary imparts to emerging leaders in the customer success and experience arena, distilled from her vast experience as a mentor and leader. • An exploration of how the integration of customer experience (CX) and employee experience (EX) is becoming a strategic priority, particularly in tech-focused firms. • Insights into the emerging trends and technologies in customer intelligence that Mary believes will shape the future of customer experience. • And as a bonus, Mary will share her vision of an ideal futuristic technology that could revolutionize customer and employee experience, a blend of reality and imagination. Mary's contributions to the field extend beyond her corporate role. As an author, educator at Michigan State University's CXM Master's Program, and a Top Customer Success Influencer, she has significantly impacted the way businesses view and implement customer and employee engagement strategies. Her strategic planning skills have been instrumental in elevating the customer and employee engagement strategies of various companies. Whether you're an industry professional or someone passionate about the synergy between customer and employee experiences, this episode promises to be enlightening, offering practical insights and visionary ideas.

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