Elevating Every Employee: The Key to a Remarkable Customer Experience with Sharon Mandell, SVP & CIO of Juniper Networks

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."



Thank you to our friends


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.


Bio: 


Sharon Mandell is the Senior Vice President and Chief Information
Officer leading Juniper’s global information technology team. In
this role, she leads the ongoing enhancement of the company’s IT
infrastructure and applications architectures to support the
growth objectives of the company. She and her team are also
responsible for showcasing Juniper’s use of its technologies to
the world.