By integrating customer experience information and demonstrating how customer intelligence translates into value through improved customer experiences, companies can use Big Data and Big Data analytics to uncover truths they didn't even know existed and optimize their business outcomes. I recently wrote an article for Fortune.com which focuses on applying Big Data techniques to improve the Total Customer Experience (TCE) for customers.
During the past several years, I have personally witnessed the emergence of a new generation of customers and employees who want to use web-based tools as their main way or one of several ways of interacting with us. The use of smart phones and tablets has proliferated into the workplace and has compelled EMC to expand the types of support channels and languages available to our customers. My priority as the leader of EMC’s Customer Support Services organization is to understand customers evolving requirements and transform the way we provide support so we consistently deliver the highest quality of service.
Barbara Robidoux, Vice President, Customer Engagement Programs
I’m privileged to be responsible for EMC’s worldwide Executive Briefing Center program, and I also get to be an “evangelist” in facilitating discussions with customers and partners of all shapes and sizes. In 2011 alone, we’ll have hosted about 25,000 customers from 4000 organizations in our centers in Hopkinton, Santa Clara, Cork, Singapore, Bangalore, Japan and RSA – with over 24,000 IT topics covered. We had one day just before the Thanksgiving holiday, where we literally ran out of chairs in our HQ center – a good problem to have!
With this kind of volume, the EBC program is like a living, breathing micro-lab of what’s going on today in IT, and so the top question I usually get asked is “what’s going on in the briefing centers these days?” Everyone wants to know what’s hot (and what’s not).
Welcome to Reflections, a compilation of insights on trends in information technology from senior leaders at EMC.
Here, you will find a variety of perspectives from executives who represent different areas of EMC’s business. Browse their opinions and outlook on important industry topics and gain a better understanding of what they see and hear when they meet with customers and partners in the marketplace.
Reflections is designed to serve EMC customers, partners, employees and others interested in the viewpoints and dispatches of EMC executives as they report from the road.
Disclaimer: The opinions and interests expressed on EMC employee blogs are the employees' own and don't necessarily represent EMC's positions, strategies or views. EMC makes no representation or warranties about these blogs or any web site which you may access through this one. When you access these blogs and websites, even though they may contain the EMC logo and content regarding EMC products and services, they are independent of EMC and EMC does not control their content or operation. In addition, a link to a blog or a non-EMC web site does not mean that EMC endorses that blog or web site or has responsibility for its content or use.
