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In 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 and harnessing its growth potential, as showcased in her acclaimed book, "Goodbye, Churn. Hello, Growth!"
Mary is also a Professor of Practice in the CXM Master's Program at Michigan State University and actively contributes to the startup ecosystem as a Founding Member and Investor at CS Angel. Mary's influence extends beyond academia and investment, as she holds advisory positions at renowned organizations such as Gloat, Karat, and CSM Practice.
Some of her achievements include the Top 100 Global Customer Success Strategists from 2017 to 2022, the Top 25 Global Customer Success Influencers from 2018 to 2020, and Top Customer Success Influencer in both 2021 and 2022.
Episode Resources:
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