Carolyn Muise – 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 How to Invest In Employee Engagement To Drive Better Customer Experience https://infocus.dellemc.com/carolyn_muise/invest-in-employee-engagement/ https://infocus.dellemc.com/carolyn_muise/invest-in-employee-engagement/#respond Thu, 01 Oct 2015 12:30:36 +0000 https://infocus.dellemc.com/?p=24762 Employees embody the customer experience every time they interact with a customer, design a product, or create a new process.  That means an investment in your employees is an investment in your customers. Yet, many companies are struggling to connect with their employees: Less than 30% of employees feel that they are highly engaged by […]

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collageEmployees embody the customer experience every time they interact with a customer, design a product, or create a new process.  That means an investment in your employees is an investment in your customers. Yet, many companies are struggling to connect with their employees: Less than 30% of employees feel that they are highly engaged by their employer (Temkin Group 2015 Report).

Employeebenchmark

How can companies overcome the employee engagement challenge to drive better customer experience (CX)? You have to INVEST. If you are unsure where to start, consider  “The 5 Is of Employee Engagement” (Temkin Group), which illustrates best practices to engage employees based on in-depth research with more than 20 companies.

Below are a few points that stand out to me and some tangible examples on how you can translate these best practices into meaningful employee engagement at your company.

5 Is

Create opportunities for employees to hear from customers:
Company events provide a perfect opportunity to integrate customer perspectives with important business topics and messages.

EMC brings together customers, partners and employees in honor of our Total Customer Experience (TCE) Global Celebration. This year’s theme centers on how to “redefine your experience in the digital world” (digital is an important topic for a technology company such as EMC) and will include in-person and video customer presentations and interviews that will be shared with thousands of employees who join the 20+ global onsite celebrations or tune into the virtual event.

Customers and partners share their experience at EMC’s 2014 Total Customer Experience Global Celebration events in the U.S. and Singapore

Customers and partners share their experience at EMC’s 2014
Total Customer Experience Global Celebration events in the U.S. and Singapore


Tell compelling stories:
Powerful visuals, data-driven examples and authentic customer perspectives create a winning CX storytelling formula.

EMC publishes a Total Customer Experience Annual Report, which details how we listen to and act on customer feedback.  We have also developed an interactive online Experience Analytics Showcase that explains our CX focus and results through data visualizations, videos, and case studies.

listen

EMC’s TCE Annual Report includes powerful imagery and easily consumable stories and facts to help create awareness to internal and external audiences

The Experience Analytics Showcase brings the customer experience to life through multi-media content, including Tableau data visualizations

The Experience Analytics Showcase brings the customer experience to life through multi-media content, including Tableau data visualizations

 

Develop training for managers and supervisors:
By providing customer-facing groups with the tools, resources and data to identify and act on customer needs, you can quickly scale CX programs to drive significant business outcomes.

EMC’s TCE team has worked with multiple internal teams to develop an advanced data algorithm to identify potentially dissatisfied customers. Customer Service Managers are then trained to proactively follow-up with these target customers to understand their pain points and submit their feedback into a shared database. The feedback from both customers and managers has been overwhelmingly positive: 82% of customers report surprise and appreciation for the unexpected follow-up and the easy process for managers has led to a 600% increase in the number of follow-ups they are able to complete.

Facilitate cross-role, cross-functional employee connections:
The presence of a dedicated CX team allows you to bring together diverse experts to exchange ideas and collaborate on critical customer issues or needs.

support appThrough advanced analysis of customer survey data, EMC found that “time toresolution (TTR)” is a critical factor to customer satisfaction. Basically, the longer it takes to fix the issue, the more unhappy the customer will be. EMC’s TCE experts hosted a “Kaizen” event to bring together engineering, service and product teams to address TTR and determined that improvements to EMC’s mobile support app are an effective investment. The app’s next phase will include additional customer-centric features that increase communication and transparency and in turn will reduce TTR and enhance satisfaction. There are many more such examples of how our TCE team stewards partnerships across the company to make sure we meet and exceed customer expectations.

 

Enable peer-to-peer recognition:
Social media can be an extremely effectively tool to engage employees and encourage them to share a personal connection to the customer experience.

A company-wide microsite gives employees the opportunity to share a story about or give a virtual “high five” a colleague who embodies EMC’s customer-centric values and cultures. By providing a visually compelling and user-friendly online destination to view these submissions, employees from around the world and diverse functional teams can easily participate and feel proud about recognizing their colleagues for their work. A similar 2014 campaign resulted in over 500 stories from 18 countries and we are excited to see if we can achieve even greater success with this year’s effort!

high 5

A new online campaign allows employees to share stories about and give virtual “high fives” to their colleagues who embody EMC’s customer-centric culture.

Customer experience matters. Employee engagement matters.  And the two are definitely linked. If you expect your CX efforts to pay off, you need to establish a customer-centric culture fueled by passionate and engaged employees. There are many paths to success, but you just have to be willing to take that first step and INVEST.

 

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State of the Customer Experience Industry https://infocus.dellemc.com/carolyn_muise/customer-experience-industry-3/ https://infocus.dellemc.com/carolyn_muise/customer-experience-industry-3/#respond Mon, 24 Aug 2015 16:40:36 +0000 https://infocus.dellemc.com/?p=24228 Over the past few months, I have had the opportunity to interact with diverse industry experts to talk about what it takes to deliver great customer experience (CX). Throughout my conversations, three lessons continue to emerge, which companies committed to CX need to consider if they expect to compete successfully and win long-term customer loyalty. […]

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State of CXOver the past few months, I have had the opportunity to interact with diverse industry experts to talk about what it takes to deliver great customer experience (CX). Throughout my conversations, three lessons continue to emerge, which companies committed to CX need to consider if they expect to compete successfully and win long-term customer loyalty.

  1. Executive support & product quality standards are simply not enough.

Yes, both of these aspects are critical to customer experience and essential components of the company’s foundation. However, on their own, these are simply not enough to differentiate a brand or win the hearts or wallets of your customers. This message was emphasized through my conversations with 8 individual analysts at EMC World. The analysts definitely appreciate that EMC utilizes an 11-CX tip of the icebergpoint quality scorecard to maintain consistency across our broad technology portfolio and that senior leaders are held accountable for Net Promoter Score metrics, but reminded us that these elements are increasingly expected and not enough to stand out from the pack.

 

  1. Customer experience data needs to be personalized, consumable and governed.

Data is only as good as what you do with it and how you share it. All too often, companies let individual metrics fool them into thinking they have a complete customer view.  To be effective, CX programs need to include a diverse set of metrics along the customer journey to provide a holistic picture of the individual customer, as well as offer relevant benchmarks/context to understand how the customer compares to similar peers.  Furthermore, how you choose to display data is important—it needs to be easy and intuitive. EMC’s End-to-End Dashboard uses visualization software (Tableau) and shows key data points, including revenue, customer satisfaction, Net Promoter Score, product quality and industry trends, to help field teams deeply understand a specific customer profile and target their conversations and actions accordingly.

TCE End to End Dashboard

Dynamically updated Total Customer Experience account dashboards present a snapshot of key information about the customer and their industry segment.

 

As companies continue to explore and integrate internal and external data sources, they need to develop a governance strategy to drive consistency, accuracy and cross-functional collaboration. Informatica is heralding our time as the age of engagement.  This means leveraging resources across a company, not just in its silos, and enabling them to engage freely.

Data Governance Pyramid

EMC Leverages a consistent model for each stage of data governance allowing us to share insights across business units while ensuring data quality.

 

  1. If you are not investing in predictive analytics, you should be.

In thinking about what CX will entail in the coming months and years, predictive analytics certainly top the list. The industry has been aware that predictive capabilities will be a game changer for some time.

blog-quote

One of the common use cases for predictive capabilities is how marketing and sales teams use “propensity to buy” models to deliver the right offer to the right customer at the right time. In the consumer space, this allows companies such as Amazon to plan for peaks in holiday package shipments based on an individual consumer’s likelihood to purchase certain products. In the business-to-business space, companies (including EMC) can target the right person within a complex organization at the most optimal time to help improve sales conversation rates.

Predictive analytics also has relevance later on in the CX lifecycle—the customer service experience. By leveraging an advanced algorithm and statistical model, companies can actually determine whether a customer is likely to be dissatisfied with the service experience without directly hearing from him/her. EMC is currently rolling out a global effort focused on predictive customer service. The early results of the initiative have indicated significant increases in customer satisfaction and company perception, which validate why this investment is so integral to EMC’s long-term CX strategy.

Walker Info Quote

Although there is no magic formula to achieve CX success, it is clear that what was considered unique yesterday will not suffice in tomorrow’s landscape. Based on feedback from analysts across the industry, companies who expect to deliver a truly differentiated experience need to ensure that they have a comprehensive customer-centric program in place—starting with a foundation of product quality and Executive support, then adding a more organized and personalized approach to data, and finally investing in future capabilities that will help predict what customer need or feel.

The next challenge for EMC and the industry is to predict potential customer activities even before we know they exist.  It may sound impossible but consider this. In 2012 Forrester research found that “B2B buyers will find three pieces of content about a vendor for every one piece that marketing can publish or sales can deliver”.  With the explosion of social media, what do you think that ratio is today? Predictive analytics has the potential to inform our go to market strategies.  The most customer centric companies will be developing the products customers need through the channels they want based on data.  That is a future I can get excited about.

 

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How To Win The Customer Experience Challenge with Teams & Technology https://infocus.dellemc.com/carolyn_muise/win-the-customer-experience-challenge/ https://infocus.dellemc.com/carolyn_muise/win-the-customer-experience-challenge/#respond Thu, 21 May 2015 17:17:14 +0000 https://infocus.dellemc.com/?p=23741 “Three-quarters of companies want to improve their customer experience (CX) in 2015”. This is what Forrester Research shares based on its recent US Customer Experience Index, Q1 2015 report. So, clearly companies care about CX. But how do you continue to win with customers if the bar keeps moving higher and higher? Well, I believe companies […]

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“Three-quarters of companies want to improve their customer experience (CX) in 2015”. This is what Forrester Research shares based on its recent US Customer Experience Index, Q1 2015 report.

So, clearly companies care about CX. But how do you continue to win with customers if the bar keeps moving higher and higher?

Well, I believe companies who truly prioritize customer experience will focus on two key areas—teams and technology.

TEAMS

Creating meaningful customer experiences require a corporate culture that puts customers at the heart of every decision. And to make these decisions quickly and holistically requires great teams—teams who are willing to break across organizational silos to exchange information and ideas to help customers succeed. The best teams will always ask what is in the best interest of the customer and then only proceed to act.

Just a few weeks ago at EMC World (our premier customer event), I witnessed the relentless passion of EMC teams to rally around the customer, including:

  • The use of EMC’s robust online community to drive awareness of key customer service capabilities that help customers prevent and resolve issues and advancements in predictive analytics to reduce customer “survey fatigue” through the first-ever dual gamification mission sponsored by EMC’s Global Services and Total Customer Experience teams.
  • How EMC’s product engineering, Total Customer Experience and User Experience teams work closely together to identify customer pain points in the product experience and solicit feedback to drive new features and functionality in one of the company’s largest product lines (VMAX) used by some of the world’s most prominent companies.
Carolyn and Chris Interview

Speaking with Director of Engineering Christopher Grondin at EMC World

  • And the most important lesson on teams may have been the need to expand what the definition of “team” really means. Teams are not just the internal people working in a given company. For many organizations, especially those in the B-to-B space, it is our global partners that play a critical role in defining the customer experience. A special opportunity to connect with Raphael Meyerowitz from EMC partner, Presidio, underscored the significance of the extended partner team.  Raphael explained to me why Presidio is so proud to continue their partnership with EMC. He told us that in the 12 years that he has worked with EMC the product and solution offerings have changed dramatically but through all the changes EMC stays committed to the customer experience.  He also emphasized the importance of transparency y in our shared relationship and CX commitment in his latest blog.
Presidio at EMC World

Director of EMC Customer Advocacy Jenny Beazley shows Presidio AVP Raphael Meyerowitz the Experience Analytics Bridge at EMC World

TECHNOLOGY

Equally important to an enduring customer experience is innovative and robust technology. This includes the adoption of mobile capabilities, advanced analytics and user-friendly tools that allow both customers and employees to collect, access and share and relevant information.

At EMC, our CX approach has always centered on technology, however we have been pushing ourselves to think more creatively about how we employ it to help our customers and teams:

  • Voice Insight Action

    Walker Information representative Shawn Hochstetler interviews EMC customers to capture insights in the new Voice Insight Action (VIA) program

    As Walker, one of EMC’s CX vendors, shares in this blog, the Voice Insight Action program represents a new wave of customer feedback through a mobile application. Our pilot initiative at EMC World suggests high potential for this program, with 250 customers actively sharing their perspectives on multiple facets of the EMC experience. The real opportunity with this program will come as we identify common trends and close the loop with individual customers based on their feedback.

 

End to End Dashboard

Director of Total Customer Experience – Analytics and Reporting, Shawn Murphy shows customers how EMC is leveraging customer data through the End to End Dashboard.

  • Another interesting opportunity resides with our ability to gain a true 360-degree of a given customer and use multiple data sources to identify risks, strengths and competitive benchmarks for that account. We had tremendous feedback from customers at EMC World when we walked through our End-to-End Account Dashboard (hosted on Tableau visualization software). Customers were excited to see how EMC teams are working together to understand their unique environment and needs. Analysts also commented on the quality of EMC’s analytics capabilities:EMC…actually holds several patents in using analytics to analyze customers. It knows which are the most loyal, which are in sales cycles, and which prospects are most likely to want to buy an EMC solution. This gives its sales force a huge competitive advantage and allows the company to improve its NPS (Net Promoter Score) year over year. The organization inside of EMC that does this is called Total Customer Experience (TCE) and while it has peers in other firms, its aggressive and early use of analytics was unique in the technology industry, mirroring President Obama’s similar use during both of his elections.” – Rob Enderle, IT Business Edge (US)

The CX bar continues to rise—customers expect more and companies need to deliver. There is not a single strategy  or a secret formula, but I do believe that investment in teams and technology are part of the equation and have proven to have real customer returns for EMC.

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To Boldly Go Where No Experience Has Gone Before https://infocus.dellemc.com/carolyn_muise/to-boldly-go-where-no-customer-experience-has-gone-before/ https://infocus.dellemc.com/carolyn_muise/to-boldly-go-where-no-customer-experience-has-gone-before/#respond Wed, 22 Apr 2015 18:10:07 +0000 https://infocus.dellemc.com/?p=23336 It’s that time again. There are only two weeks left until the crowds flood into the Solutions Expo at EMC World to learn, network and explore how EMC is integrating your feedback into our products, services and approach to customer experience. EMC’s Total Customer Experience (TCE) team had a tremendous event last year, with Joe […]

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It’s that time again. There are only two weeks left until the crowds flood into the Solutions Expo at EMC World to learn, network and explore how EMC is integrating your feedback into our products, services and approach to customer experience. EMC’s Total Customer Experience (TCE) team had a tremendous event last year, with Joe Tucci talking about the importance of Net Promoter Score (customer loyalty) and customer feedback during his keynote session and over 800 customers and partners engaging in our booth. Of course, in typical EMC fashion, we knew that we had to make this year’s event even more memorable. We also knew that it was important to reflect on what worked well last year so we could build on these learnings. I hope to see you at this year’s event and I invite you to let us know if all our efforts to create a unique, fun and relevant experience paid off. Now, I don’t want to reveal all the details, but I do want to share three key ways that we are making this year’s bigger, better and seriously out of this world!

More Interaction

Our goal at EMC World is simple – to create a meaningful connection with our customers and partners while showcasing how we are taking your feedback and turning it into action. So how do we achieve this? We believe we have three great reasons for event attendees to visit our booth—and they all center on high-energy murphyinteraction. First, we have taken our Experience Analytics Showcase to a     whole new intergalactic level—the data is different, the stories are better and you are going to love the 42-inch touchscreens that will make you feel like you are at the helm of the Starship Enterprise. We piloted this program at EMC World 2014 and based on the positive
feedback from our booth attendees, we then turned it into a user-friendly online tool that can be accessed by anyone.

Untitled

Photo Credit: Paramount Television

We have also discovered the secret to “teleportation”…you will have to visit our booth (#463) to experience this technology for yourself. Let’s just say your friends back home are going to be pretty envious that you not only made it to Las Vegas, but also managed to explore the Final Frontier during your trip.

Finally, you will have a chance to earn the respect of humans, Klingons and Vulcans alike if you demonstrate your superior memory skills through our brand new “Fleet Facts” game. This is a new twist on a classic game that will definitely have your adrenaline pumping and your fingers flying.

More Feedback

Last year, many customers wanted to share their feedback on the EMC experience. This year we want customer and partner feedback to be a more prominent part of our booth experience. We are very excited to pilot the Voice Insight Action (VIA) mobile app in our booth. In just a few minutes, attendees can share their comments. We wilUntitledl then aggregate this feedback and work with our products solution & account team to integrate your feedback into our future innovation roadmaps. This program will be rolled out to our customer-facing teams in the coming months and there is no better place than EMC World to validate out its capabilities. To ensure we communicate what we learned from this feedback data, we will invite all our booth attendees to join an exclusive webinar to review the results and schedule future sessions with individual customers to highlight how your feedback in transforming our approach to productions, solutions and EMC’s customer experience.

More Social

As I said in pre-event blog last year, what happens in Vegas should not always stay inUntitled Vegas. And this is certainly true when it comes to the social media activity, which I believe truly brings EMC World to life. There are a few ways that you can join in the event hype with just a few clicks from your smartphone, tablet or laptop.

      • The Total Customer Experience team is collaborating with EMC’s Global Services team to launch the first-ever dual gamification mission on the EMC Community Network. This mission will allow you to view and comment on brand new blogs, assets and discussions and be rewarded with some pretty stellar virtual badges for your efforts!
      • There will also be some great blog activitywith special contributions from one of our largest partners and leading CX analyst firm, Walker Info.
      • If you find yourself in need of a break at work, join the conversation on Twitter using #EMCWORLD and #CX and follow my two TCE social guides, @rowenapouliot & @RKramer_TCE , who will be providing real-time updates on all of the TCE activities throughout the event.

If you can’t make it to Las Vegas this year, don’t worry. The EMC TV team will be frequently visiting the TCE booth, including an interview with some of our data experts on Monday. You can check out the live coverage via the virtual conference.   In addition, we welcome any feedback that you may have before, during and after EMC World.   We are always listening and can be reached at EMCTCE@emc.com.

If you can’t feel the energy yet, it’s coming. The TCE team can’t wait to boldly go where no experience has gone before.

United Universe

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If You Care About Customer Experience, You Need to Care About Cloud https://infocus.dellemc.com/carolyn_muise/if-you-care-about-customer-experience-cloud/ https://infocus.dellemc.com/carolyn_muise/if-you-care-about-customer-experience-cloud/#comments Tue, 24 Feb 2015 17:04:48 +0000 https://infocus.dellemc.com/?p=22693 The cloud is not only transforming the customer technology journey, but it is also shifting how companies think about the customer experience.In the past, customer experience teams tended to focus more on product-specific feedback. However, the inherently decentralized nature of the cloud has forced experience experts to consider a new approach to customer engagement to […]

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The cloud is not only transforming the customer technology journey, but it is also shifting how companies think about the customer experience.In the past, customer experience teams tended to focus more on product-specific feedback. However, the inherently decentralized nature of the cloud has forced experience experts to consider a new approach to customer engagement to ensure that the company’s future direction aligns with the changing technology environment.  To better understand this trend, I sat down with one of EMC’s leading Total Customer Experience (TCE) experts, Dave Harrington, a Quality Experience Lead focused on the impact of the cloud on EMC’s customers, products and strategy.

There were two key takeaways from our conversation.

  1. The cloud is changing how we capture and act on feedback.

 It was a lot easier to listen before we learned about the cloud…our TCE program surveys allowed us to easily measure the experience of EMC’s specific products versus our competitors. We could then seamlessly share these results with our product and sales teams. With our various emerging cloud products now shipping to our customers, we had to get creative in our feedback approach.

TCE Cloud Dashboard

TCE Analyst Akia Ramsay explains the new cloud dashboards. Similar to our Experience Analytics Showcase new visualizations allow organizations to quickly consume key feedback.

To understand what cloud customers really need, we pull together data from a variety of listening posts such as relationship, product use, services satisfaction surveys along with customer engagements, social media and new our quality metrics.  We have also changed which questions we ask to focus more on the customer’s environment versus a specific product experience. Now we are combining all these metrics into customizable and user-friendly dashboards that allow us to see the impact on geographies, individual customers and industry groups. This holistic view with relevant insights is then shared with our account and product teams to ensure that we are responding in a truly personal and informed manner. The response to this new approach has been extremely positive.

Quote by Nevin Yuksel-Ekici, Sr Director of Strategic Research

  • The cloud is changing who we talk to & what we talk about.

It’s amazing what asking the right questions has revealed.  Through focused customer interactions and new survey results we are finding that the influencers of cloud adoption are shifting. Traditionally, large tech vendors were primarily focused on the needs of the IT department and the CIO.  Now that organizations are enabled by cloud solutions, IT is not the only target. We are finding that operations teams are quickly becoming a driving force for cloud deployments.  They need flexible solutions quickly and they aren’t afraid to go outside the company to get them.  This means a shift in the way cloud values are communicated.  It’s not necessarily about IOPS and time to deploy, but more on business agility while minimizing shadow IT.

To validate our process we compared our results to industry analysts and found they are in sync.  Analysts at IDC are predicting that enterprise IT budget will be moving toward cloud solutions throughout 2015. Our survey participants echoed this sentiment clearly with 56% of respondents intending to purchase in 2015 and another 34% in the process of evaluating cloud solutions.  However what is surprising is many organizations still have not developed a strategy for how they will actually incorporate these solutions.

TCE Cloud Purchase Dashboard

 This means that it falls on experienced companies like EMC to provide guidance and instruction. Fortunately, our robust customer experience program allows us to have more personal conversations with our customers. We have also invested in unique programs to provide more consultative recommendations.  This means we will be putting more emphasis on capabilities like our IT Transformation Workshop and Cloud Advisory Service as well as creating more informational assets like the IT Transformation Storymap.

Although there is still some uncertainty as to what exactly the cloud will mean for customers in 5-10 years, there is no question that companies who are committed to adapting their feedback process to evolve with these changes will continue to lead the pack. Change can be difficult, both for customers and tech vendors. However, EMC’s TCE team is ready to help our customers and internal teams navigate this change through the use of advanced feedback tools, by leveraging our smart people and staying true the fact that caring for customers matters in every stage of the technology journey…why would we forget this when we talk about the cloud?!

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Customer Experience in a Flash (Market) https://infocus.dellemc.com/carolyn_muise/customer-experience-in-a-flash/ https://infocus.dellemc.com/carolyn_muise/customer-experience-in-a-flash/#respond Mon, 22 Dec 2014 15:05:01 +0000 https://infocus.dellemc.com/?p=22109 The Flash market is moving fast. This seems like a fitting trend since speed is the goal.  Technology analyst firm, IDC, comments that the combined all-flash array and hybrid flash array markets “grew at noticeably higher rates” than they originally forecasted.  This is in no small part due to the inherent benefits of Flash technology: […]

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The Flash market is moving fast. This seems like a fitting trend since speed is the goal.  Technology analyst firm, IDC, comments that the combined all-flash array and hybrid flash array markets “grew at noticeably higher rates” than they originally forecasted.  This is in no small part due to the inherent benefits of Flash technology: speed, reliability, cost per IOPS and Total Cost of Ownership. The recent growth presents incredible opportunity for IT vendors.  However, with this opportunity also comes significant responsibility—the importance of the customer experience cannot be overlooked.  The flash array vendors of today will set the experience standards. Shouldn’t they be set with the customers best interests in mind?

As the flash market share leader (23%) EMC takes this responsibility seriously.  To better understand how EMC focuses on the end-to-end XtremIO customer experience, I met with Anish Ukani, Director of Global Quality with EMC’s Total Customer Experience team. Through his work, Anish personally engages with XtremIO customers to capture feedback and shares these insights with cross-functional EMC teams to improve our products, services and processes.

Three major themes stood out based on my conversation with Anish:

Customer focus

  •  Technology innovation warrants new customer engagement strategies…

EMC’s Total Customer Experience team proactively engaged XtremIO customers through one-on-one phone interviews (instead of traditional web surveys) to ensure that we received a full understanding of their experience and capture the important perspective early adopters provide to driving future enhancements.

Here is one example of the direct feedback we gathered from customers:

“We did extensive research on…storage technology and concluded that XtemeIO’s Flash based hardware, in-line deduplication and ability to solve our IOPs problem were the key differentiators in our selection process to deliver a seamless user experience.  Additionally, we had a tremendous amount of faith and level of comfort knowing XtremIO is a part of the larger EMC Family…We have a history and long standing relationship with EMC Support and Engineering which only enhanced EMC’s value in our evaluation process”. 

  1. Customers deserve to know how their feedback impacts their experience…

Customers shared what they value about XtremIO, including performance (speed and ease of use), price and the fact that it is supported by EMC’s world-class portfolio and leading reputation. We were excited and humbled to hear that every customer we contacted appreciated the product performance and ease of use and that 85% of interviewees would recommend the product to a friend or colleague.

Customers also shared what they would like to see improved with XtremIO, including product features, serviceability and product-related information. To address these major feedback areas, the engineering team has included highly requested product features, such as Snapshots (released in July) and Inline Data Compression (released in September). XtremIO.com provides robust resources to customers in a single location. 

  1. Great technology is not enough to deliver a great experience…

There are so many benefits that Flash technology provides to customers. It truly is an exciting time. However, the incredible opportunity that Flash brings also pushes IT vendors to reach further and work harder.  The leaders in this market will be the ones who have the best product AND experience. As VJ Manickam explains, a great customer experience will be key to the survival of any company or technology. We believe the combination of a high performance product— XtremIO is exceeding reliability, quality and availability standards with an impressive five 9s of availability (99.999% uptime)—and focused commitment to the customer experience will allow us to continue our leadership position.

Anish shares his customer feedback findings in this 3-minute video.

EMC is proud to be recognized by Gartner as a leader in the solid-state array market, but we know there is still work to do. Flash is not only transforming the technology industry, but changing how we evaluate and improve the customer experience.  We want to hear from you—our current customers and also those of you who selected other Flash vendors—so we can keep the momentum going strong and get to a better Flash experience for everyone.

 

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Is Your Customer Experience Aligned to Your Stakeholders? https://infocus.dellemc.com/carolyn_muise/customer-experience-aligned/ https://infocus.dellemc.com/carolyn_muise/customer-experience-aligned/#respond Tue, 11 Nov 2014 14:32:59 +0000 https://infocus.dellemc.com/?p=21361 A focus on customer experience is the “right thing to do.”  We all know that.  There are also business justifications as to why a company should embrace and invest in the experience of their customers.  In a recent study consisting of 1,450 B2B executives, Accenture found that 85% consider customer experience critical to achieving their […]

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A focus on customer experience is the “right thing to do.”  We all know that.  There are also business justifications as to why a company should embrace and invest in the experience of their customers.  In a recent study consisting of 1,450 B2B executives, Accenture found that 85% consider customer experience critical to achieving their strategic growth priorities and 70% believe it will play an even larger role in shaping future corporate strategy (Source: Accenture B2B Customer Experience Research, 2014).

Accenture CX

Source: Accenture B2B Customer Experience Research, 2014

If we subscribe to this position –  customer experience is critical to long-term business success – it is important to assess whether what we think about our customer experience actually matches up with how others, most importantly our customers – perceive us.   At EMC, we are constantly engaging with our key stakeholders — customers, partners & employees— to gauge how they evaluate & view EMC’s Customer Experience ( referred to as Total Customer Experience or TCE). Of course there is always more work to do, but we are happy to know that our efforts are being noticed in the industry and companywide, which gives us great confidence for EMC’s future direction.

Recent Industry Recognition

Most large companies value how external analysts perceive and rate us. It is easy to say that we think our customer experience is the best, but how we objectively compare to other prominent companies is a more accurate measure of our success. For these reasons, we are especially proud of three recent awards we received for our customer experience commitment:

  • Innovation In Customer Commitment Award – TSIA (TechnologyServices Industry Association) – This award recognizes innovation in gathering, analyzing, and responding to customer feedback, issues and requests, including using Voice of the Customer (VOC) input to improve support operations and offerings.
  • Customer Experience Excellence Award – Temkin Group – EMC stood out against many very well-known global companies based on how we drive and measure transformation in four key competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement and Customer Connectedness.
  • Customer Experience Impact AwardCXPA (Customer Experience Professionals Association) –This award recognizes those practitioners who have “successfully led or supported customer experience… initiatives.”  While I am thrilled to receive this recognition, this award really represents our terrific customer and partners who continue to engage with us and our dynamic employees who always make sure to put our customers’ needs first.
TCE Day

Left: Employees showing their commitment to EMC’s customer first culture; Right: In Hopkinton, MAEmployees, customers and leaders gathered at EMC corporate headquarters in Massachusetts to celebrate TCE Day and hear from keynote speaker, Doug Flutie (former NFL player).

Customer, Employee & Leadership Engagement Over 4,000 employees, 150 customers and partners and leaders gathered to celebrate international “Customer Experience” Day on October 7th.  At EMC we hosted “TCE Day.” This global celebration included events at 13 locations in 7 countries around the world.  During this event launched and displayed an interactive Experience Analytics Showcase, a dynamic online tool to share how we are listening to and acting on customer feedback. The day was filled with contagious energy and great engagement between customers and our EMC teams and allowed us to formally celebrate and recognize our commitment to continuous improvement.

Experience Analytics Expo

Click to explore TCE stories, data, and programs focused on improving the customer experience

If you expect to lead your industry, then you need to understand the relationship between customer experience and business results. You should seek validation from those groups that matter to you—analysts, customers, employees and your leadership team—to make sure that what you say about your experience actually matches up with what is really taking place. Our journey continues to evolve and we are excited to embark on bigger and better things in 2015. We care about what you have to say—the good and the bad—and we want to learn from your experience with us; allowing us to continually improve our approach to exceeding your expectations.  I encourage you to leave your comments on this blog or connect via Twitter: @camuise4.

To Learn More About EMC’s Total Customer Experience Program:

 

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Taking Pause to Remember Why You Do What You Do https://infocus.dellemc.com/carolyn_muise/taking-pause-remember-why-you-do-what-you-do/ https://infocus.dellemc.com/carolyn_muise/taking-pause-remember-why-you-do-what-you-do/#respond Tue, 30 Sep 2014 05:00:59 +0000 https://infocus.dellemc.com/?p=20337 If you are like most, you spend much of your work day multi-tasking as you work to manage a host of priorities and meet countless demands on your time. Every so often, it is valuable to take a pause to focus on the big picture and remember the answer to, “Why do you do what […]

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If you are like most, you spend much of your work day multi-tasking as you work to manage a host of priorities and meet countless demands on your time. Every so often, it is valuable to take a pause to focus on the big picture and remember the answer to, “Why do you do what you do?” At EMC, our goal is that each and every person in our company provides the same answer, “To Satisfy the customer!”

At EMC we put a heavy emphasis on our customer’s experience.  We have built a program team that focuses on identifying ways in which we can continually improve our customer’s experience with EMC; however, we firmly believe everyone impacts the customer – some directly, others indirectly – but collectively we [EMC’s internal eco-system] make up EMC’s Total Customer Experience (TCE).

Customer Experience Day Banner

On October 7th, EMC will celebrate its commitment to its customers & partners.  Customer Experience Day sponsored by the Customer Experience Professionals Association (a non-profit group) is celebrated by companies across the world.  EMC is proud to host our first-ever Total Customer Experience Day—Celebrating Globally our commitment to customers.

The day will include live events at 11 EMC offices in 7 countries.  Each site will be customizing their own celebration with virtual access across the globe.

  • ECN Virtual Celebration: Various countries will host TCE experts on ECN.  These EMC professionals will represent various roles at EMC.  They will be available to all ECN members to answer questions and discuss future opportunities to enhance the customer and partner experience.
  • Experience Analytics Showcase: We will also launch the Experience Analytics Showcase on this day.  You may have seen this at EMC World 2014
    in the TCE booth where it was first unveiled.  Everyone enjoyed it so immensely we knew we had to make it available year round.  This interactive Analytics_Showcaseweb tool will be available to everyone to explore how EMC visualizes our customer feedback and other metrics to gain new insights.  Keep an eye on the Total Customer Experience website for more information on this event.
  • Full Executive Engagement: Many of our executives will be on hand at
    execeach site to speak on the importance of the customer experience, recognize groups and individuals for their
    contributions, and to share in the celebration.  The entire leadership team, myself included, are committed to maintaining the customer first culture that starts at the top.

The intent of this day is to take a pause and celebrate our customer-centric culture; to engage EMC employees & customers around our customer experience vision; and gain feedback to assist in driving continuous improvement.

How does your company embrace / celebrate its commitment to the customer experience?

 

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Viva Las Vegas…A Real Time Update from EMC World https://infocus.dellemc.com/carolyn_muise/viva-las-vegasa-real-time-update-from-emc-world/ https://infocus.dellemc.com/carolyn_muise/viva-las-vegasa-real-time-update-from-emc-world/#respond Tue, 06 May 2014 19:30:24 +0000 https://infocus.dellemc.com/?p=18384 Yesterday, I had the opportunity to sit in Joe Tucci’s keynote at EMC World 2014 in Las Vegas.  In his keynote, Joe announced EMC’s highest Net Promoter Score (NPS) to date. This achievement is a reflection on the game changing Total Customer Experience program we have built and continue to EVOLVE; with a focus on […]

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Yesterday, I had the opportunity to sit in Joe Tucci’s keynote at EMC World 2014 in Las Vegas.  In his keynote, Joe announced EMC’s highest Net Promoter Score (NPS) to date. This achievement is a reflection on the game changing Total Customer Experience program we have built and continue to EVOLVE; with a focus on partnering with you, our customers & partners, to achieve targeted results and add value to your business.

In my blog earlier this week, I noted that we are constantly looking for innovative ways to improve your experience, our products and our services.  Joe reinforced this message yesterday.  Joe also mentioned EMC’s laser focus on our customer commitment and your experience with EMC products and services.

Muise blog pic 5.6.14We are aggressively investing in transformational initiatives focused on providing a world-class end-to-end (E2E) experience. We will have several places to engage and hear about these initiatives and provide real time, candid feedback on your journey with EMC. These activities include our interactive TCE booth (#542) located in the main exhibit hall, a ‘mini’ Birds-of-a-Feather session in our Global Services booth (#1049) at 2:20PM today, May 6th, as well as a larger EMC Birds of a Feather Session on tomorrow, May 7th, from 1:00 – 2:00PM.

I very much look forward to seeing you at the various TCE focused events this week as well as engaging in an open dialogue with you this week!

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What Happens in Vegas Should Not Always Stay in Vegas… https://infocus.dellemc.com/carolyn_muise/what-happens-in-vegas-should-not-always-stay-in-vegas/ https://infocus.dellemc.com/carolyn_muise/what-happens-in-vegas-should-not-always-stay-in-vegas/#respond Mon, 05 May 2014 12:00:13 +0000 https://infocus.dellemc.com/?p=18326 ENGAGING with our customers & partners is our primary focus.  It is also one of my passions.   It is central to our corporate strategy and has allowed EMC to EVOLVE to meet the maturing needs of our customers as well as support their journey to transform their IT capabilities.  We are constantly looking for innovative […]

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ENGAGING with our customers & partners is our primary focus.  It is also one of my passions.   It is central to our corporate strategy and has allowed EMC to EVOLVE to meet the maturing needs of our customers as well as support their journey to transform their IT capabilities.  We are constantly looking for innovative ways to improve your experience, our technology and services; ENABLING you to achieve results and add value to your business.TCE Logo

This week, I will have the privilege of engaging with many of our customers and partners at EMC World 2014 in Las Vegas.  I could not be more energized about this opportunity.  We have invested in a game changing Total Customer Experience (TCE) program; with a focus on listening, analyzing and acting on your feedback.  We will share our progress to date and more importantly we want to take this opportunity to hear from you, our customers and partners. Your voice will allow EMC to make improvements in our product and service portfolio that delivers results and adds value to your business.

This year we have multiple ways to interact with our Total Customer Experience team.  We will have an interactive booth (#542) that will showcase some of the things we are doing to improve your experience with EMC.  There will also be a “freestyle lounge” that is structured to talk strategy and share ideas.  One of our goals is to take what we hear in “Vegas” from you, our customers and partners, and incorporate that feedback into our planning so that we can continuously enhance your service experience based on your specific needs and requirements.  Finally, our team will be participating in multiple panels and broadcast events throughout the week including an EMC Birds of a Feather Session on Wednesday from 1:00 – 2:00PM.

We are extremely excited to share this with you and personally hear your feedback, share our perspective, and freely engage in open dialogue on a variety of topic areas!  Come visit us at booth 542.  If you cannot attend please follow us on Twitter at #EMCTCE or email us at EMCTCE (EMCTCE@EMC.com).

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