Service Excellence

Top 5 Ways EMC is Committed to Customer Experience

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The Technology Services Industry Association (TSIA) recently hosted their  service excellence timelineTechnology Services World (TSW) conference in Las Vegas. Conference sessions touched on various aspects of the customer-supplier relationship, but the continued growth and change in customer service expectations was definitely a focus area. If you’re committed to providing an excellent customer service experience as we are at EMC, you know this takes diligent attention, innovation, and investment. I was grateful for the opportunity to learn from the expertise of TSIA and our peers.

At the awards ceremony EMC was honored with the 2013 TSIA STAR Awards for Innovation in Customer Commitment and Innovation in Leveraging Technology for Service Excellence – making this 23 EMC STAR Awards in the last 12 years. It was certainly a proud moment as the EMC TSIA-Star-Award-2013-LogoCustomer Service team received much deserved recognition for their commitment to putting our customers first. There are so many elements that contribute to our success, but these five very simple items rise to the top of the list.

  1. We ask – Several listening posts are used to ensure an all-encompassing view of our customers’ perceptions and experience throughout their journey of buying, deploying, using and servicing EMC products, solutions and services.
  2. When we ask, we really want to hear the answer – It is not about a score. The success of our customers is our number one priority. We want to understand how we can improve.
  3. Everyone cares – Commitment to a customer-first approach begins at the top and permeates every level and aspect of the company – a tradition that has been in place for more than 30 years.
  4. Sophisticated analysis – Award-winning analytics programs, including text mining and big data analytics, provide detailed and insightful information on which to base improvements.
  5. We act – in areas that matter to customers. Our defined program and strong analytics allow us to systematically drive timely, deliberate service delivery improvements.

Thank you to our customers for their ongoing feedback — it helps us continually improve the Total Customer Experience. I will close by sharing this brief video in which several of our customers provide their feedback.

About the Author: Mary Cay Kosten

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.
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