Elevating Every Employee: The Key to a Remarkable Customer Experience

Sharon Mandell, Senior Vice President and CIO of Juniper Networks, joins Phil to discuss why every employee who touches the product impacts the customer experience, the benefits of being a customer of your own company, and how AI can free up employees to offer better customer care.

3 Takeaways:

• Elevate each team member to do their best work, because they all influence the product and therefore the customer experience.
• Take care of the company’s basic needs so you can focus more time on customer needs.
• Stay connected to every level of employees to understand how each one is adding to the success of the whole.

Key Quotes:

• “I think if you’re a great CIO, you work your way out of a job in many ways, because you get your team to the level where they’re really doing all the work.”

• “Often you’ll come into an organization and you’ll hear tussles over who owns the system. We don’t, no department owns anything. And if somebody new comes in here tomorrow, they might decide that system’s not valuable and want to put in a different one. So if your self-worth comes from the tool itself or the particular deployment, or exactly how something gets done, you’re probably focused on the wrong area.”

• “No matter what label they put on you, as you climb up the ladder and you get a C in front of your name, you maintain your humility. Be willing to get down in the weeds with anybody, because the minute you lose your connection to where the real work is getting done, I think you lose your people.”

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This episode is brought to you by IBM. If you are responsible for Customer Experience, they’ve created a White Paper just for you. In the CX North Star Report, you can learn more about how to activate your CX vision. Download it here.