This 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.
Playlist
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01:44Mary’s background
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04:22Segment: Story Time
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06:41The link between employee experience and customer satisfaction
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09:32Segment: Getting Tactical
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11:19ROI when connecting employee and customer experience
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19:13Best practices for tracking employee and customer satisfaction
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21:46What involve.ai is doing to keep employees and customers happy
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24:22Segment: Asking for a Friend
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27:48Biggest challenges of connecting the customer and employee experience
Mary Poppen
Before 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, and she’s passionate about Customer Intelligence and developing the next generation of CS/CX leaders!