A few weeks ago I participated in our annual customer event, EMC World, where the theme was all about how to modernize. I had the opportunity to speak with many customers, partners and analysts about how modern data centers require a modernized service and support experience. For those who were not able to attend in person, this video takes you on a tour of our Global Services booth so you can see firsthand what we shared with EMC World attendees.
https://youtu.be/9hiP0mg6lOo?list=PL0CFE7365EB8D1577
I came away from the event very energized by the positive reception and feedback from our customers around our newest customer service capability – MyService360™. This new cloud-based, service-centric dashboard is one example of how we are investing in a modernized customer service experience.
Learn more about how EMC is modernizing service and support and take a closer look at MyService360™ and enhancements to EMC Online Support.
Mary Cay leads a team of 1400 professionals that provide operational support to the Dell Technologies Services organization. Her team is responsible for driving operational excellence and implementing innovations across Dell Technologies Services. This includes areas such as eServices & Knowledge Management, Program and Change Management, Business Services, Remote Support Contact Center Operations, Command Center, Process Engineering and Data Sciences, Data Enablement and Analytics, and the Global Centers of Excellence.
Kosten has over 30 years of experience in service and supplier management, with a proven track record in building outstanding service delivery organizations. Prior to joining Dell EMC, she was Vice President of global customer services delivery for Oracle/Sun Microsystems, responsible for delivering all elements of Sun Microsystems’ support services.
Under her leadership, Sun achieved the prestigious J.D. Power Certified Technology Service and Support (CTSS) Award for "An Outstanding Customer Service Experience," the Technology Services Industry Association (TSIA) Award for Excellence in Service Operations, and Sun was inducted into the STAR Awards Hall of Fame.
Kosten is a 2008 recipient of the Denver Business Journal's Outstanding Women in Business (High Tech and Telecommunications) Award and a 2006 recipient of the Silicon Valley YWCA Tribute to Women and Industry (TWIN) Award. She also is on the Advisory Board for TSIA’s Field Services discipline.
She holds an MS degree in systems management from the University of Southern California and a BS in marketing from the University of West Florida.