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Is AI Affecting The Customer Experience With Mary Poppen

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Nov 10, 2025

Mary Poppen, a customer experience and B2B SaaS expert with over 20 years of experience, discusses the transformative role of AI in enhancing customer interactions. She emphasizes the need for human oversight to maintain quality and avoid the pitfalls of automation. Mary advocates for mapping customer journeys before implementing AI and stresses the importance of collecting feedback to ensure effective personalization. The conversation highlights balancing AI insights with the human touch to build loyalty and improve customer satisfaction.

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ADVICE

Define Journey Before Adding AI

Define the customer journey and desired outcomes before adding AI to any part of it.
Use that foundation to decide where AI should automate and where humans must remain involved.

INSIGHT

AI Accelerates Existing Systems

Accelerating a broken process with AI makes the experience worse, not better.
AI excels at speeding up working systems, not inventing the right customer journey.

ADVICE

Keep Human Paths And Multiple Channels

Offer multiple feedback channels and keep a human-accessible path for customers who want an agent.
Monitor channels continuously to catch problems early and learn from customer signals.

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Welcome to the Artificial Intelligence Podcast with Jonathan Green!

In this episode, we delve into the profound impact of AI on customer experience with our esteemed guest, Mary Poppen. With over two decades of experience in the B2B SaaS technology space, Mary shares her insights on how businesses can strategically use AI to enhance customer interactions while avoiding common pitfalls.

Mary emphasizes the importance of balancing AI's scalability with human oversight to maintain a high-quality customer experience. She discusses how data and AI can be leveraged to predict customer needs and personalize interactions, ultimately strengthening customer loyalty and improving satisfaction.

Notable Quotes:

"The beauty of AI is not just in automating tasks, but in uncovering insights from data that we could never discern as humans." - [Mary Poppen]
"AI is most effective when it enhances, rather than replaces, the human touch in customer interactions." - [Mary Poppen]
"If AI's learning from bad information or no one is checking the validity, it's just perpetuating bad advice." - [Mary Poppen]
"A customer's journey should be defined by their needs and experiences, not just by the available technology." - [Mary Poppen]

During the episode, Jonathan and Mary explore the idea that AI should not substitute direct communication between businesses and customers but rather complement it. They discuss the role of AI in interpreting vast amounts of customer data to predict behaviors and improve service delivery.

Connect with Mary Poppen:

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

Mary introduces her organization’s approach to integrating employee and customer experience, using AI to create efficiencies and enhance the overall experience for both. For companies looking to refine their customer experience strategy with expert guidance, this episode is full of valuable insights and practical advice.

Tune in to discover how AI can revolutionize customer experience while maintaining the crucial human element that defines excellent service.

Connect with Jonathan Green

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