Alan Walsh – InFocus Blog | Dell EMC Services https://infocus.dellemc.com DELL EMC Global Services Blog Tue, 07 Aug 2018 19:04:52 +0000 en-US hourly 1 https://wordpress.org/?v=4.9.7 Disrupt, or Else: Top 5 Digital Transformation Considerations https://infocus.dellemc.com/alan_walsh1/5-digital-transformation-considerations/ https://infocus.dellemc.com/alan_walsh1/5-digital-transformation-considerations/#respond Tue, 18 Apr 2017 09:00:12 +0000 https://infocus.dellemc.com/?p=30771 Hey! You! Yes, You! Did you know there is an Industrial Revolution going on? Maybe if I tweet, Snapchat, Instagram or Whatsapp it (#industrialrevolution @industrialrevolution) I might get your attention. Have you taken notice of how much your daily life is changing around you? I’m drawn to two recent articles on Digital Transformation that touch […]

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Hey! You! Yes, You! Did you know there is an Industrial Revolution going on? Maybe if I tweet, Snapchat, Instagram or Whatsapp it (#industrialrevolution @industrialrevolution) I might get your attention. Have you taken notice of how much your daily life is changing around you?

I’m drawn to two recent articles on Digital Transformation that touch on a sensitive but necessary topic when it comes to your digital roadmap:

  1. Top Reason Digital Transformations Fail by Barry Libert for Forbes
  2. Digital Predator or Digital Prey : an interview with Forrester’s Terry Fenwick

They clearly focus on the digital transformation but the message is loud and clear: disrupt…or else.Disruption

Both articles also drive a common theme that this attitude to disruption must emanate from
the very top. According to Fenwick, “only 21 percent of
executives believe CEOs have demonstrated a clear vision for digitizing their businesses, and just 21 percent say they have the right people in their company to create a digital business strategy”.

That’s a scary thought when you consider that 79 percent of CEOs are not on the journey, or don’t have a vision to begin the journey. Make no mistake: the digital train has already left the station. Are you on onboard? Let’s discuss this part a little, and identify the key themes for consideration:

  • Digital isn’t an “add-on”. It’s not a website, Twitter handle or new app. It’s a fundamental change in traditional siloed businesses evolving to become truly agile, flat and much more accessible
  • It MUST be a top-down leadership approach. It’s not something delegated to a person on the team or someone in the business. It is a cultural change that needs to manifest from the top to the bottom of the team. If your CEO / leader doesn’t embrace digitization in every way, why should anyone else?
  • Dare to be different. Don’t be afraid to challenge conventional thinking or wisdom. I recently met with a major financial customer who made a cultural change in their internal banking app development: all future development would be internal cloud-based, and infrastructure would no longer be provided to respective business units. This is a HUGE statement for a global financial to make, but had already proven effective in changing traditional mindset.
  • Know what your customers want. As a sports fan, I am a regular consumer of online updates and reports. Recently, websites for several traditional newspapers around the world started demanding registration and a paid subscription to access their sports stories. I believe this model is outdated. As a consumer with so many available news portals, I’ll simply move to a different provider that does not demand my personal information and payment. Meanwhile, the news portal will lose a customer based on what they believe to be a positive change. On the flip side – more and more airlines are moving to free onboard wifi. Seems like a giveaway? Not if you consider longer term they may not have to invest in onboard entertainment, right?
  • Parallel approach. You will not switch over to a digital strategy overnight. A digital strategy needs to be planned and thoughtful. It will require large investment, a clear strategy, and probably an incubation period before ROI is realized. In the interim, businesses will need to continue to run. This is the single biggest challenge faced by “traditional” customers versus those “born in the cloud”, and why disruption is being seen at such large scale.

I think Forbes and Forrester captured the train of thought really well in their respective articles. Not having a digital strategy is a dangerous game to play right now. You’re inviting disruptive competition into your business. Remember, those “born in the cloud” will always do it cheaper.

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Intelligent Self Service That’s Personalized Too https://infocus.dellemc.com/alan_walsh1/intelligent-self-service-personalized/ https://infocus.dellemc.com/alan_walsh1/intelligent-self-service-personalized/#comments Thu, 23 Mar 2017 09:00:55 +0000 https://infocus.dellemc.com/?p=30760 With the New Year came a new role for me: leading Dell EMC’s Global Support Center. Although roles change, one critical objective remains clear: customers are our first priority. That means continuing to work to understand every customer’s unique requirements and offering choice via personalized, proactive and predictive capabilities to put our customers in control […]

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With the New Year came a new role for me: leading Dell EMC’s Global Support Center. Although roles change, one critical objective remains clear: customers are our first priority. That means continuing to work to understand every customer’s unique requirements and offering choice via personalized, proactive and predictive capabilities to put our customers in control of their service and support experiences.

Customer expectations are shaping service and support strategies and technology investments. The hottest trend is companies expanding self-service and investing in how their support content is structured and presented to customers.

TSIA’s 4 Self-Service Trends and Pacesetter Practices to Watch in 2017 calls out Dell as “one company who is doing an exceptional job of social support.” Of the 4 trends, one of these speaks to driving deflection with proactive support. The terminology sounds so negative – but in reality it means giving customers what they need and want, using our online tools.

Intelligent self-service gives customers the best information, every time, so they can do more on their own, but the real key here is with less effort on their part.

What is Intelligent Service

Source: “Your 2017 Roadmap to Intelligent Self-Service”

In TSIA’s “The State of Support Services 2016” report, customers indicated an overwhelming preference for Google, self-service, and online communities over the traditional chat, email, and phone support channels. Customers want flexibility and multiple choices to engage with Support on their own terms and depending on their situation. So if we know that, what are we doing about it?

Our Knowledge Enablement team focuses on giving customers the right information and resources at the right time. Here are some examples of current initiatives:

  • Open Content – Our Online Support portal is integrated with our Support Community where content is accessible by public search engines. This makes it easier to find and access support content for common tasks and troubleshooting such as Knowledgebase articles and Top Services Topics by Product.
  • The Support Community – is also a great resource for connecting with thousands of Dell EMC customers, partners, and technical experts to ask questions, collaborate and exchange ideas, and share technical knowledge and expertise.
  • SolVe – The SolVe Desktop application provides access to Dell EMC product support engineers’ trusted best practices. Customers can:
    • view technical “how-to” videos
    • generate interactive instructions for common implementation and support procedures
    • download customized documentation allowing customers to independently perform common tasks such as installs, code upgrades, and drive

We are continuously evolving our processes, tools, resources, and the content we provide our customers.

Tell us what you think! How can we improve your service and support experience to help you intelligently self-serve?

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Digital Transformation – Ruthless Revolution https://infocus.dellemc.com/alan_walsh1/digital-transformation-ruthless-revolution/ https://infocus.dellemc.com/alan_walsh1/digital-transformation-ruthless-revolution/#comments Tue, 15 Nov 2016 12:00:45 +0000 https://infocus.dellemc.com/?p=29489 So, my question of the week – have you read the Digital Transformation Index? If not you’re missing a great opportunity to learn about our customers’ transformational journey. I’ve had the pleasure of meeting customers (at their business and at the Dell Technologies EBC) and industry peers in recent weeks, and the conversations have reached […]

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So, my question of the week – have you read the Digital Transformation Index? If not you’re missing a great opportunity to learn about our customers’ transformational journey.

I’ve had the pleasure of meeting customers (at their business and at the Dell Technologies EBC) and industry peers in recent weeks, and the conversations have reached a real inflection point. We regularly posted and blogged on Digital Transformation over the last 18 months, but reality has now hit home for many of our customers. The concerns are real – as Dell CMO Jeremy Burton put it, “the fourth Industrial revolution has proved as ruthless as its predecessors so far”.

To get further context on the above infographic – there were some very interesting insights during my customer meetings:

  • They don’t hire Storage Admins any more – they hire developers
  • Their IT infrastructure budgets don’t include new data center investment, unless it’s to consolidate
  • New app development most likely won’t require on premise hardware

The other interesting insight is that part of customers’ Digital Transformation strategy is taking on a dual challenge:

  • Run the Business
  • Change the Business

This Endeavor Management study presents it as a “do-no-harm” approach while the business evolves into a digital, cloud-based service. The study states, ”Business leaders realize that a best-in-class digital business can launch new applications in days, rather than months”. Our customers’ problem right now is getting to that stage. Many startups are born in this manner and do not suffer the historical biases that come with storage networks and infrastructure.

This is one of the key reasons that digital disruption is now so prevalent. Marketing strategies need to be instant. They can be developed in the comfort of your own home in a matter of hours and sent to millions of connected people. Traditional industries are seeing large scale disruption, and are focused on getting in front of it.

Opportunity

digital transformation Within our customer base we see the bell curve above taking shape at an accelerating pace. From personal experience, the medical vertical has been a quick adopter of this digital transformation, with obvious return for the customer (patient).

Dell Technologies is laser-focused on embracing one area of opportunity within this change of pace. Quite simply, our customers are not innovating at the scale they used to. Reduced budgets and increased pressure lead many customers to turn to their technology partners to innovate on their behalf, and then become a consumer of that innovation. In turn it means that the technology partners are front and center to provide the best of breed, industry-leading technologies so our customers can continue to lead, evolve and become digital. It’s a unique position and one our teams relish.

The real work is only beginning. We have reached an inflection point where our customers now “get it” and are keen to go digital. Most know what they want to be but the challenge remains getting there – Run the business / Change the business.  There are many barriers to the ongoing changes. Namely, old systems and infrastructure which are actually enabling start-ups and their ability to disrupt. Our opportunity is evident, and our technologies allow us to help customers run and change their business. Being a trusted advisor has never been more important.

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CX Day 2016 – Big Data, My Data, Your Data – Too Much? https://infocus.dellemc.com/alan_walsh1/big-data-data-data-much/ https://infocus.dellemc.com/alan_walsh1/big-data-data-data-much/#comments Mon, 03 Oct 2016 09:00:53 +0000 https://infocus.dellemc.com/?p=28985 In case you’ve been under a rock recently, October 5th is Customer Experience Day – or CX Day as the trendy people call it. This is a big deal, as it provides a very visible platform to recognize our customers’ success. In our respective positions our primary responsibility is making our customers successful, and on […]

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In case you’ve been under a rock recently, October 5th is Customer Experience Day – or CX Day as the trendy people call it.

This is a big deal, as it provides a very visible platform to recognize our customers’ success. In our respective positions our primary responsibility is making our customers successful, and on CX Day we’ll celebrate this.

I’m reminded of a few great articles from earlier in the year regarding Customer Service trends for 2016 – namely Forrester’s “Top 10 Customer Service Trends for 2016” and thought leader Shep Hyken’s “The Year of the Customer: 16 Customer Service and Experience (CX) Trends For 2016“. Both articles came out in January so let’s revisit them to see how we’re doing. Having recently spent a lot of time with some of our key customers in all theaters, there are some very relevant takeaway points.

Hyken observed 2 key elements that also came up in our customers’ feedback:


1. Big Data looks at trends, Micro Data looks at the individual customer’s experience

We have never had more insight, data and knowledge about our customers. While this is great, the real value is in understanding how to best use this data to improve our customers’ business – and I mean every one of them, individually, and specific to their business. Our customers are asking us “tell me what to do better, to keep the business running 24 x 7, to optimize my customer’s experience both financially and technically”. With MyService360 we are making huge strides in providing a customized platform, and I am genuinely excited about the evolution of this service.

2. Customers want and expect to be appreciated

Here’s what our customers want from us:

  • Include them in business and technical discussions
  • value and respect their time
  • minimize their engagement
  • do everything to make them successful in the eyes of their customers
  • invest in the personal relationship with our individual customers

Taking the time to say a simple “Thank You” goes further than any tweet / blog / chat / email / text can ever achieve. It’s been a hallmark of our service model for 30 years, and it’s still ingrained in our service team’s DNA.

In parallel, Forrester also noted some very interesting observations:

  • The Customer Service Technology Ecosystem Will Consolidate

This may happen faster than we anticipate. There are so many digital connections available now (social, telephony, chat, blog, knowledge articles) that it’s diluted the experience of delighting our customers. Human nature is to default to 1 or 2 channels and stick with them. The real questions are which ones the largest percentage of customers will choose, and are we mature in those channels. Now that we are a culture of mobile devices its clear that the service experience has to be centered on this. Our CRM and MyService360 platforms are key components in this consolidation.

  • Empowered Agents Will Improve the Human-To-Human Experience

We’re back to the data again. Using our knowledge of our customers, their experiences of our products and their business problems and concerns, we can arm our Service teams to be that “right person, in the right place, at the right time”. This is the most consistent feedback I’ve received during all of my recent customer discussions.

Our customers are very clear in their needs. The digital journey is necessary and they still want that known, trusted advisor by their side to guide them on the journey. We have that opportunity, and a responsibility to make it successful. Our respective Dell EMC Service teams are instrumental in this role.

So what of Dell Technologies? I’m happy to say that every discussion with my new colleagues and peers has actually been quite amusing – the reason is that when our thought processes have been shared (both ways), the respective response has been “Yep, what you just said”.

Michael Dell and Joe Tucci spoke openly many, many times about how both teams complemented each other. This has cascaded throughout the teams, and it truly has been a seamless transition so far. There is a visible passion for delighting customers and exceeding expectations. This bodes well for the coming years.

On CX Day we celebrate our customers via onsite and online celebrations. Make the time to join this and share your own experiences. We all have our individual customer success stories. It’s what makes our Services team so valued.

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5 Features of a Modern Service Experience https://infocus.dellemc.com/alan_walsh1/top-5-customer-service-modernizations/ https://infocus.dellemc.com/alan_walsh1/top-5-customer-service-modernizations/#comments Mon, 13 Jun 2016 09:00:29 +0000 https://infocus.dellemc.com/?p=27737 It’s been a fun few weeks, starting with a series of customer meetings in New York City. I’m always grateful to spend time with our customers and value our healthy discussions about what we do well as a team and, at times, where we can improve. These meetings were well-timed, as they led right in to EMC […]

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It’s been a fun few weeks, starting with a series of customer meetings in New York City. I’m always grateful to spend time with our customers and value our healthy discussions about what we do well as a team and, at times, where we can improve.

These meetings were well-timed, as they led right in to EMC World, which again provided focused opportunity to meet with several customers each day. EMC World is such a great customer event – not only to hear about the amazing product launches, but how our customers’ business problems now have answers, options and clear paths to success.

EMC World’s theme this year was “Modernize”. Never has one word meant so much in this industry – it has so many Digital Transformation connotations – and it was on full display in the exhibit hall. Many of our key customers and partners were demonstrating solutions that benefited from the “modernize” mindset, making big strides in their respective customer portfolio. EMC is not immune to this either and we have been busy evolving our deep portfolio of service tools to help our customers and partners.

Here are my top 5 features of a modern service experience that EMC recently launched and are fully available. They are all direct results of feedback from many recent customer interactions. Keep that feedback coming, as this list clearly demonstrates that EMC listens and takes action:

  1. MyService360TM – A Personalized Dashboard

mys360

I often hear from customers about having “one-view” of their EMC infrastructure. Well, now you have it. And if you have EMC Secure Remote Support (ESRS) connected – you have more real-time data. At EMC World, our customers echoed this is a major step forward. In the age of increasing digitization and complexity, this service becomes a priceless commodity for business owners.

Kevin Roche’s recent blog focuses on MyService360 as a personalized, cloud-based service dashboard available to all of our customers. Note this is a free service offering that can be personalized to work for your business. Each customer is different, and we are providing this flexibility to our customers to self-serve.

  1. Current Code Version

The other thing I hear most often from customers is their struggle to keep code versions current, and how they want to be notified when new code is released. MyService360 provides an easily consumable display that shows the percentage of systems up to target code, and allows users to drill down into specific systems to determine what is due for an upgrade. Did I mention this is free?!? : )

  1. Connect with EMC Customer Service

With the abundance of technology now at our fingertips at every moment, we ask ourselves several times a day “where can I find help to…?” The Connect with EMC Customer Service community within the EMC Community Network (ECN), gives our customers a 24 x 7 available platform to connect with the expertise and resources they need to meet their business goals.

This includes:

  • Onboarding resources for new customers with guidance on how to get started, checklists for success, and required information for opening a Service Request.
  • News on EMC Customer Service capabilities, along with announcements and tips about new and updated Online Support features.

Note that the ECN is a forum used by our customers and partners to interact with each other.

  1. Mobile App

mobile_appWith so many of us “on the go” in today’s IT and increasingly digital world, it is critical to be able to stay connected to any event that impacts business stability. Although not new, the free (there’s that word again : )) EMC MOBILE app continues to evolve and provides our customers with access to Service Requests, notifications, and a host of “just-in-time” information – such as 15-min product overviews and technical news items. Just search in your app store for “EMC MOBILE”.

 

 

  1. Service Request (SR) Monitoring

mobile_app_2Yep, I just mentioned Service Request Monitoring. I personally use the EMC MOBILE application frequently. The ability to see SRs on the go is critical, and allows engagement of the right contacts quickly. It also allows me to sign-up and “follow” a Service Request so I can be comfortable we have addressed it to resolution.

In addition, the app provides real-time access to the EMC Product Library, ECN, and EMC Highlights (product and features).

Within the MyService360 dashboard, the Service Request monitoring capability now also displays if an onsite service activity is required, and the real-time schedule of the activity – i.e. who will be onsite and when – pretty slick, if you ask me : )

It’s easy to stand on a stage and present a roadmap about what you “plan” to do. EMC takes our customer partnership seriously – we always have. The feedback we receive from our customers is taken just as seriously. It’s our role to make customers successful, remove complexity, ease the engagement, and make it even easier to do business. We continue to innovate our product portfolio and, in parallel, our services portfolio.

Make sure you follow our social media updates through @EMCservices@EMCsupport and @EMCCorp, for continued updates on our very own Service Modernization.

 

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Top 10 Industry-Changing Digital Transformations https://infocus.dellemc.com/alan_walsh1/top-10-industry-changing-digital-transformations/ https://infocus.dellemc.com/alan_walsh1/top-10-industry-changing-digital-transformations/#comments Tue, 12 Jan 2016 13:25:15 +0000 https://infocus.dellemc.com/?p=25504 In my recent blog discussion with Frank Coleman, we spoke about the accelerating rate of digital transformation. I find this change fascinating, and came across a really good summary that captured just how much change we have seen and already adopted, both seamlessly and subconsciously. I freely admit the summary I found was put together by […]

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In my recent blog discussion with Frank Coleman, we spoke about the accelerating rate of digital transformation. I find this change fascinating, and came across a really good summary that captured just how much change we have seen and already adopted, both seamlessly and subconsciously. I freely admit the summary I found was put together by a different technology vendor, but I added a few to get to a nice, neat…with apologies to David Letterman…Top 10 Digital Transformations. So, without further ado, from the home office in Ashland, MA:

  1. Uber: The world’s largest taxi company owns 0 taxis
  2. Airbnb: The largest accommodation provider does not own real estate
  3. TripAdvisor: The world’s largest travel company owns 0 inventory
  4. Skype, Whatsapp, WeChat: The largest phone companies do not own any telco infrastructure
  5. SocietyOne: The fastest growing bank has no actual money
  6. Alibaba: The world’s most valuable retailer has no inventory
  7. Apple & Google: The largest software vendors don’t write the apps
  8. Facebook: The most popular media owner does not create content
  9. Netflix: The world’s largest movie house does not own any cinemas
  10. YouTube, Hulu, Amazon: The largest stores of streaming TV recordings have no in-home storage

The list goes on and on…and everyone has an opinion on what could or should be on this list. And that’s the key here – everyone can relate to something now available digitally that replaces something that used to only exist physically.

When we talk public and hybrid clouds, there is little or no difference in the above context. Many businesses are moving into the digital world for the same reasons as those above – faster, more efficient, on-demand availability, wider target audience, agility, and more. But now the consumer just expects it. While the above list is primarily focused on the consumer, make no mistake that this change is spreading to businesses, big and small. Companies that don’t fully embrace a digital transformation strategy will find themselves quickly left behind.

Within EMC, Virtustream gives customers that leverage – moving a business seamlessly to the cloud, allowing a step-change in overall agility, with a full complement of solutions and secure backup strategies to fit evolving business needs. Better still, this range of options is “as-a-service” for customers, to allow flexibility in developing the right strategy.

As this transformation continues to develop in the next few years, EMC is positioned as a strategic partner for customers to build out this digital strategy. It will continue to be a fascinating story and I have every confidence that the list above will continue to see new digital businesses redefine traditional market segments.

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IT Evolution for the People! – Digital Transformation Part 3 https://infocus.dellemc.com/alan_walsh1/it-evolution-for-the-people-digital-transformation-part-3/ https://infocus.dellemc.com/alan_walsh1/it-evolution-for-the-people-digital-transformation-part-3/#respond Mon, 26 Oct 2015 13:32:01 +0000 https://infocus.dellemc.com/?p=24983 It was a very interesting weekend when you consider how the Digital Transformation continues to unfold before our eyes. The Rugby World Cup is in full swing, and I recently “watched” the quarter-final Ireland v Argentina with some friends – a doctor in Ireland, a classical music conductor in Texas, an industry colleague in California, a friend […]

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rugbyworld cupIt was a very interesting weekend when you consider how the Digital Transformation continues to unfold before our eyes. The Rugby World Cup is in full swing, and I recently “watched” the quarter-final Ireland v Argentina with some friends – a doctor in Ireland, a classical music conductor in Texas, an industry colleague in California, a friend in Singapore, and family in Cork, Ireland.

 

shutterstock_266708222Prior to the rugby game and as part of my own pre-match ritual, I ordered and paid for coffee using an app on my phone. After the game I checked in for a flight – again using my phone – and continued using it during the flight for various activities from watching a NFL game to chatting online with family about the rugby match.

We are not even realizing how tech-enabled and –assisted our lives have become…what is normal now was science fiction just a few years ago.

We are more globally dispersed as people, yet more connected than ever. We know more about what is happening in everyday life where we grew up, without having lived there for a number of years. We can engage with friends, colleagues and classmates that we otherwise would have lost touch with less than a generation ago. Information, as much as you want, is at your fingertips any time you want it. And this pace of changing times is accelerating!

Being at the forefront of this Digit1380440_730735183621021_1789482604_nal age is humbling at times. Earlier this year EMC announced a very key and strategic acquisition with Virtustream. This technology is changing IT and, as VMware did to virtualization, Virtustream has the platform to radically disrupt traditionally held beliefs about labor-intensive mission-critical enterprise applications.

This is a critical step in IT evolution for Fortune 500 companies’ agility, efficiency and shutterstock_99396950cost. It also provides business flexibility to build a strategy using both public and hybrid clouds. EMC can now enable customers and partners to implement cloud-based IT environments. It can further deliver managed cloud services directly or through partners. Why would they do this? Budget, ROI, speed of business deployment, speed to market, TCO, customer influence – this list goes on and on.

What it also means, however, is disruption. I have stated many times that our world is at the early stages of a huge swell of digital disruption. At the consumer level, as per my opening paragraph, we see the immediate benefits and how our everyday lives are being complemented with technology. In parallel, cloud-based companies can now punch well above their weight and we see start-ups having as much influence – arguably more in some cases – than the “traditional” providers in pretty much every field.

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This disruption brings me to last week’s Technology Services World (TSW) 2015. I eagerly anticipated the discussions surrounding Technology Services, specifically how services have advanced. The current trend is the transition to online self-help and an “as a Service” approach. With the Digital Transformation proving to be so disruptive in our everyday life, it’s only a matter of time before our Services world is also disrupted. Our expectations are changing, so it can be argued that the way we expect services to be delivered will also change. I’ll share some of the event’s insights and enlightenment in that area in my next blog.

In closing, I was rooting for Union Argentina de Rugby in their semi-final against Australia but they came up short. There is no shame in losing to a better team on the day, but bittersweet in the “what might have been” stakes. Who else will be watching next weekend’s Australia-New Zealand final? Whichever team wins will take home the Cup for a record 3rd time!

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Total Customer Experience Global Celebration – Are you in? https://infocus.dellemc.com/alan_walsh1/total-customer-experience-global-celebration-are-you-in/ https://infocus.dellemc.com/alan_walsh1/total-customer-experience-global-celebration-are-you-in/#respond Thu, 01 Oct 2015 19:45:55 +0000 https://infocus.dellemc.com/?p=24786   Where will you be on October 5-11? I certainly know where I’ll be – attending the many scheduled EMC campus events associated with the Total Customer Experience (TCE) Global Celebration!   This celebration was inspired by CX Day. An ever-increasing day of significance, CX Day was founded by the Customer Experience Professionals Association in […]

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Where will you be on October 5-11? I certainly know where I’ll be – attending the many scheduled EMC campus events associated with the Total Customer Experience (TCE) Global Celebration!

 

This celebration was inspired by CX Day.

TCEDayAn ever-increasing day of significance, CX Day was founded by the Customer Experience Professionals Association in 2013. Since that time the event has grown stronger each year. So what is CX Day and why is this so relevant? It’s our opportunity to recognize and celebrate customers, partners, team members and colleagues. This continues to forge strong partnerships for successful business collaborations.

I was recently involved in a very complex and technical customer problem which required a truly phenomenal team effort to bring to conclusion. Throughout this engagement, EMC worked maniacally around the clock to address the customer’s concerns and frequently communicate the progress, actions and next steps associated with our work. With the issues addressed, the customer CTO summed up EMC’s involvement with the following statement:

As a service professional, this customer’s experience is what we strive to demonstrate every day. It’s what gets us up in the morning!

TCE is a holistic listening culture. The above customer engagement is just one example of how we put that into action. Another great example is the EMC TCE Program. It’s an end-to-end approach to engage, enable and evolve with our customers and partners. The program leverages a wide array of feedback platforms, robust quality metrics and predictive analytics to drive continuous improvement across EMC and throughout the customer journey.

As mentioned, much of our TCE approach revolves around LISTENING TO OUR CUSTOMERS – did I say that loud enough? Actually, let me say it again: we LISTEN TO OUR CUSTOMERS! The TCE program does this in the following ways:

»     Surveystce stats

»     Community Forums

»     Social Media

»     Text-Based Monitoring

»     1:1 Interviews

»     Customer-Focused Events

»     Direct Account Input

Our customers are the single most important factor in EMC – standards, product development, features functionality, and strategic direction are areas where our customers’ voices are both sought and heard. The TCE Global Celebration gives us the opportunity to celebrate this.

In 2014, more than 4,000 employees and 150 customers and partners participated. It was the ideal place to thank every team member across the globe for their incredible passion and focus on our customers/partners; for always going the extra mile no matter what role they have in the company. Events were celebrated in 13 sites across 7 different countries. In parallel a large virtual audience participated through

»     67K+ Content Views

»     18K+ Customer/Partner Views

»     12.3% Social Share of Voice (#CXDAY)

»     550+ Employee Stories From 18 Countries

A cornerstone of the company’s strategy remains “customer first in all we do”. Make time to attend, in person or online, share your own experiences to educate others, and celebrate with your friends and colleagues why CX Day and the TCE Global Celebration matters!!

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Knowledge-Centered Support for the People! – Digital Transformation Part 2 https://infocus.dellemc.com/alan_walsh1/knowledge-centered-support-for-the-people-digital-transformation-part-2/ https://infocus.dellemc.com/alan_walsh1/knowledge-centered-support-for-the-people-digital-transformation-part-2/#comments Tue, 22 Sep 2015 12:00:17 +0000 https://infocus.dellemc.com/?p=24618 In Part 1 of this Digital Transformation series, I discussed a Tour de France innovation and how EMC Customer Service continues to accelerate its evolution in the digital world, specifically with its online content. Now I want to share a broader view of the success of this Knowledge Management change on our internal and external […]

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supportIn Part 1 of this Digital Transformation series, I discussed a Tour de France innovation and how EMC Customer Service continues to accelerate its evolution in the digital world, specifically with its online content. Now I want to share a broader view of the success of this Knowledge Management change on our internal and external customers.

Big Data, Data Analytics, Data Lakes are all familiar terms at this stage, but harnessing the power of these tools helps us drive our customers’ experience to new levels. Our customers tell us they want to self-serve and maintain healthy and stable IT environments.

We’ve heard that loud and clear, and EMC Customer Service has been very focused on Knowledge Centered Support (KCS) for customer consumption.  Several strategic workstreams have been instrumental in driving new cultural standards across our teams to make sure our customers have ready access to our experiences. The specific focus has been a quality versus quantity approach and you can see below some very successful 1H2015 Knowledge creation and content management results:

In addition, there were significant wins thanks to increased collaboration across products on service requests, automation in service request management and Account Management workbooks delivered for all Service Account Manager (SAM) accounts. This is another step-change to the online world but momentum is high and continues to accelerate.

It’s always great to look back and celebrate the wins but, as an industry leader, we must never lose focus on the future and how we are shaping it. So what’s next in this journey? There are several exciting ongoing workstreams through the beginning of 2016 that will allow us to further enable our customers to be successful. These include:

  • Continued Knowledgebase refinement for customer consumption – content creation, search, and content capture
  • Online Visualizations providing real-time health / risk analysis with direct, actionable insights
  • Personalization features and preferences
  • Mobile and notification features

As a result, customers will see improved IT health, reduced risk, and ultimately, a greater return on their investment. This is what business partners do!!!

The Digital Transformation I referred to is a global discussion –  the themes, conversations and concerns are consistent worldwide. Many customers are seeing a disruption of their traditional business models, and, in that regard, EMC is no different.

Our customer discussions center around 3 areas

  • Digital Transformation
  • Cloud
  • Information Security

Knowledge Creation and Management are very much at the center of a strategically-placed product portfolio in all three discussion topics. It is our responsibility and opportunity to continue guiding our customers on their digital path, leveraging our expertise and experiences for their benefit.

Check back in the coming weeks for the final part of the Digital Transformation discussion as we talk more about our customers’experience and how they have directly assisted in shaping our roadmap.

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Big Data for the People! – Digital Transformation Part 1 https://infocus.dellemc.com/alan_walsh1/big-data-for-the-people-digital-transformation-part-1/ https://infocus.dellemc.com/alan_walsh1/big-data-for-the-people-digital-transformation-part-1/#comments Thu, 27 Aug 2015 12:00:00 +0000 https://infocus.dellemc.com/?p=24312 Tour de France In the end, perhaps this year’s Tour de France didn’t quite live up to pre-race billing. The battle of “Big Four” Grand Tour winners never materialized until the penultimate day on Alpe D’Huez. Overall though, it was an amazing spectacle. Apart from the race itself, one very new and interesting thing stood out – […]

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Tour de France

tour de franceIn the end, perhaps this year’s Tour de France didn’t quite live up to pre-race billing. The battle of “Big Four” Grand Tour winners never materialized until the penultimate day on Alpe D’Huez. Overall though, it was an amazing spectacle.

saddle transponderApart from the race itself, one very new and interesting thing stood out – the GPS transponder located under each bike rider’s saddle.

Innovation comes in many forms and this GPS technology, delivered by EMC partner Dimension Data, allowed viewers a “Big Data” view of the entire race. For the first time real-time telemetry data was collected from each rider, showing the technical transformation of the Tour de France.

race records

The information produced was extremely interesting, and I noticed many parallels with the “Digital Transformation” change sweeping across our industry.

EMC Information Infrastructure CEO David Goulden recently referred to this Digital Transformation as “a method for customers to take more of their respective businesses online, to make it more efficient, simplified and agile”.

EMC customers are mapping out a digital future by applying new technology to change and enhance their business. David also said we cannot ignore these digital pressures due to the clear economic benefits they bring.

It’s obvious that the owners of the Tour de France product – Amoury Sport Orgainzation (ASO) – have adopted this digital transformation philosophy by investing in innovative technology early in its lifecycle, and it will be very interesting to see the evolution in this telemetry in the coming years.

Again for the first time, viewers could observe performance, workload, output, speed – all key technology drivers. As a further illustration, check ou this Tableau-based graphic of a large crash (one of many) that happened on Stage 3 this year – does this type of data output look familiar?

tableau graphic

EMC Customer Service

In parallel, the EMC Customer Service team continues to evolve and provide our customers and partners the platform to lead and accelerate this “Digital Transformation”. EMC is the best-positioned vendor to partner with in the areas of Converged Infrastructure and Enterprise Hybrid Cloud. Customer Service has also been evolving in this journey. The online content transformation in the Data Protection Solutions (DPS) division is a recent successful example.

This initiative focused on sharing our experiences via high-value customized online content to customers. As with the Tour de France, it was achieved by analyzing the records associated with “transponders” – in this case, our incoming customer chat channel. These efforts yielded continued growth and adoption of this online information sharing philosophy. The graphic below illustrates that focused content and distribution channels are resonating with the needs of our customers. Our online articles went from zero to 300 in less than a year and generated more than 100,000 views.

article views

This represents the result of focus on innovation, simplification, ease of use, agility, and speed in making our customers successful. Now that’s a seriously compelling argument! Watch this space as we continue to expand these efforts across the rest of the product portfolio to increase benefits to our customers.

I’ll summarize by going back to the Tour de France. This innovative technology provided a new way to aggressively accelerate the consumption of traditional information to a real-time model. Our customers continue to partner with EMC because we innovate and simplify their own business performance, information consumption and ongoing success. We welcome that responsibility, as in turn, it drives us to want to be more successful. Check out some of the interesting Tour de France statistics below:

riders burned

 

power output

Make sure to check back for Part 2 in this Digital Transformation series where I’ll focus on EMC’s “Customer Service Transformation” initiative. It’s still exciting to be part of an EMC team that makes our customers successful through our own journey and experiences in our technology.

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