The Contagious Enthusiasm and Customer Intimacy Quadrant with Mary Poppen

Employee 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 enthusiasm and customer intimacy live."

Also in this episode:

• Defining and differentiating employee experience and engagement
• Avoiding Engagement Pitfalls: Learn how to navigate common mistakes like uniform incentive structures and insufficient listening channels that undermine true connection with your workforce.
• Building Virtual Bridges: In a remote work era, one-on-one meetings are more than just touchpoints; they are lifelines that foster support and connection amidst isolation.
• The Intimacy Factor**: Explore how trust and understanding in professional relationships enhance recognition and nurture a supportive work environment.

Meet Mary

Mary Poppen is President of HRIZONS Employee Experience and
Professor of Practice at Michigan State University teaching in the
Customer Experience Management (CXM) Master’s Degree program. She
is also a CS Angel investor.

Prior to her current focus, Mary was Glint’s Chief Customer Officer at
LinkedIn and Chief Customer Officer for SAP’s Global Cloud business
before that. Mary holds a Master’s Degree in Industrial/Organizational
Psychology and has over 20 years of customer delivery, business
consulting and executive leadership experience. She is a well-recognized
customer and employee experience thought leader, speaking at global
events and authoring several publications in this space. She recently
published a book entitled “Goodbye, Churn. Hello, Growth!”

In addition to her current roles, Mary enjoys serving as a Board Advisor
and executive coach, and has a passion for giving back through female
mentorship programs. In her spare time, Mary enjoys traveling with her
husband and two sons, playing Pickleball, and wine-tasting with friends.

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