Mary Poppen

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.