In 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 Master's Program for Customer Experience Management, she offers invaluable insights into driving business growth through enhanced experiences.

Additionally, she provides thought-provoking commentary on the future of HR, highlighting the emerging roles that are poised to shape the workplace of tomorrow.

00:00 Intro

01:03 Key challenges to improving employee experience program engagement, and how can data help us address them?

04:39 Measuring feedback trends

06:38 Biggest challenges with customer intelligence adoption

10:48 Mary's viewpoint on the 5 key HR themes by 2030

14:24 How should leaders fully leverage the value of AI in organizations?

17:43 Measuring the value and impact of the employee experience initiatives

Connect with Mary:

LinkedIn - https://www.linkedin.com/in/marypoppen/

"Goodbye, Churn. Hello, Growth!" book - https://www.amazon.com/Goodbye-Churn-Hello-Growth-customer-centric/dp/B0B92P284S

Connect with Nena:

LinkedIn - https://www.linkedin.com/in/nena-dimovska/

Connect with Semos Cloud:

LinkedIn - linkedin.com/company/semos-group

X - twitter.com/semoscloud

YouTube - https://www.youtube.com/@semoscloud3645