Doug Schmitt – InFocus Blog | Dell EMC Services https://infocus.dellemc.com DELL EMC Global Services Blog Wed, 14 Nov 2018 17:23:45 +0000 en-US hourly 1 https://wordpress.org/?v=4.9.7 Every Day is #CX Day https://infocus.dellemc.com/doug_schmitt/every-day-is-cx-day-digital-transformation/ https://infocus.dellemc.com/doug_schmitt/every-day-is-cx-day-digital-transformation/#respond Mon, 01 Oct 2018 13:44:16 +0000 https://infocus.dellemc.com/?p=36510 In services, as in every industry, delivering the best possible customer experience is what drives digital transformation. How do you celebrate CX Day? As you may already know, CX stands for customer experience – and CX Day is a global, industry-wide celebration of the companies and individuals that create exceptional customer experience. At Dell Technologies, […]

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In services, as in every industry, delivering the best possible customer experience is what drives digital transformation.

How do you celebrate CX Day?

As you may already know, CX stands for customer experience – and CX Day is a global, industry-wide celebration of the companies and individuals that create exceptional customer experience. At Dell Technologies, we will celebrate our customer relationships and recognize the team members who make great customer experience happen.

It also reflects the growing importance of CX in our digital world, where, by 2020 it is predicted that:

  • The quality of customer experience is expected to overtake price and product as the primary brand differentiator
  • Every $1 invested in customer experience will deliver $3 in ROI

Celebrating the Everyday Heroes

For Dell Technologies, 2018 will be our 5th annual CX Day with 80 celebration events for employees in more than 20 countries across six continents. It’s an opportunity to thank and recognize our global team members, who are the heart and soul of delivering our best-in-class customer experience.

So, it may surprise you to hear that, this year, I’ll be somewhere else.

That’s because, quite appropriately, CX Day coincides with the date of our annual Dell EMC Service Partner Forum. The services team and I will be meeting with 350 of our top support and deployment services partners, who are a critical part of delivering the best possible experience to our customers around the world.

The forum recognizes the contribution of service partner companies that provide everything from tech support, to channel services, to parts, logistics, training and field service to our customers. We also conduct working sessions to advance joint roadmaps for improving the Dell EMC service experience.

Improving CX through Digital Transformation

Today, no matter what business you’re in, the pressure is on not just to enable but to accelerate “digital transformation.” The goal is to be able to move beyond traditional product- and market-focused strategies and focus efforts on the quality of the customer experience with capabilities such as real-time customer engagement, actionable insights, and personalization.

The services business is no different. The objective of delivering the best possible customer experience―to every customer, every time―is driving how we design and deliver service and how we collaborate with customers to achieve their objectives.

That’s why “Digital Transformation of Services” is a key theme at our partner forum―and for our team of 60,000+ Dell EMC Service and partner professionals worldwide.

Just as enterprises of all kinds are striving to put advances in data science, artificial intelligence (AI), business intelligence (BI), virtual and augmented reality (VR/AR), machine learning (ML) and deep learning (DL) to work for competitive advantage, we are working to put these same technologies to work to deliver the next generation of services our customers need to succeed.

Proactive, Predictive, Personalized

By utilizing our breakthrough automated, predictive and proactive support capabilities, such as those powered by connected technologies that continually monitor system state, we’re able to identify and resolve issues much faster. Over the years we’ve continued to evolve these capabilities to increase our ability to predict and proactively address impending problems before they even have a chance to occur and impact customers.

Notably, today we are the only IT service provider that gives customers a consistent, proactive, predictive and data-driven support experience across their entire environment―from PC to data center. For example, with ProSupport Plus and SupportAssist customers can experience up to 92% less time to resolve a failed hard drive issue and up to 72% less IT effort to resolve server issues. And we’ve extended this experience from commercial customers to consumers.

Recently, we’ve been working to provide even more personalized and effortless support that leverage data science, machine learning and AI-empowered technology to deepen our relationship with customers. For example, we’ve developed personalized dashboards that provide enterprises with near-real-time and historical data about their services history, with the ability to visualize trends or drill down to specific technologies, service calls, and timeframes.

The result has been greater collaboration for better and more efficient service delivery, as well as insights into how customers can improve internal IT processes and skillsets to optimize the end user experience and help shift IT focus from maintenance to innovation.

CX is Job #1

At Dell Technologies, we understand that our customer relationships are the ultimate differentiator and the foundation for our success.

Today our support and deployment services have a 94%+ customer satisfaction rating. But we’re not satisfied.

Together with our partners, our global services organization of 60,000+ subject matter experts, consultants, project managers and engineers is committed to continue to expand and evolve our services to make it easier to put digital technologies to work―from selection, to consumption, to adoption, optimization and support―from the edge to the datacenter to the cloud.

So, our customers can accelerate their own digital transformation and in turn, provide their customers with a CX worth celebrating.

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Decoding Customer DNA with Data Science https://infocus.dellemc.com/doug_schmitt/decoding-customer-dna-with-data-science/ https://infocus.dellemc.com/doug_schmitt/decoding-customer-dna-with-data-science/#comments Tue, 23 Jan 2018 10:00:11 +0000 https://infocus.dellemc.com/?p=33900 Digital transformation is a directive that organizations of all shapes and sizes are striving to achieve and for those of us in services, it’s no different. We’re constantly innovating, implementing and improving on capabilities that make it easier for customers to adopt and optimize technology that will transform their businesses and lives. In the recently […]

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Digital transformation is a directive that organizations of all shapes and sizes are striving to achieve and for those of us in services, it’s no different. We’re constantly innovating, implementing and improving on capabilities that make it easier for customers to adopt and optimize technology that will transform their businesses and lives. In the recently released Dell Technologies 2018 Predictions, reference was made to how things such as artificial intelligence (AI), augmented reality (AR), machine learning and deep learning (ML, DL) – essentially data science – will work hand-in-hand with humans to enable deeper relationships with customers.

There’s a quote from MIT Media Lab founder, Nicholas Negroponte that says: “Computing is not about computers anymore. It is about living.” I couldn’t agree more. When it comes to services, it’s no longer just about technology, it’s about making support and deployment as smooth as possible and enhancing and augmenting the customer’s experience with the products they’ve purchased.

Today, through connected technologies, we can proactively resolve system issues faster than ever before. We can even predict and address impending problems before they occur. So imagine the future impact that innovations in data science will have on the transformation of the service experience.

The Power of Customer DNA and Data Transparency

I’m a numbers guy. Coming from a background that includes finance and accounting, it’s no surprise I gravitate to them when contemplating and making decisions. From the simple act of using a calculator to track family vacation spending to leveraging the power of big data intelligence to predict outcomes, there is strength and even comfort in being able to base your actions on numeric proof. As customers navigate their digital transformations, they need us to take numbers and data further.

There are many facets of what we refer to as a customer’s “DNA” that need to be understood. Customer DNA goes beyond their IT environment. We need to consider their business objectives, priorities, processes, preferences, and their own customers – all the things that make them successful. The customer journey starts with pre-sales and progresses through multiple stages. IT customers today are already leveraging data-driven, connected technologies for automated proactive and predictive support capabilities, and as they stay connected, IT service providers will be able to better serve them by gaining more information about their systems’ health. Pairing that with other information such as manufacturing, repair, call log and part supply data will result in a more holistic understanding of that customer’s needs.

Transparency is also an important aspect of being able to provide timely value to customers through services. By putting predictive models in front of the customer, having collaborative conversations about the data, and giving them the ability to interact with and explore it, they will be able to ask the questions that are important to them so they can make decisions that are key to their day-to-day operations and how they move forward with their digital transformations. For instance, a customer may have a problem they are struggling to clearly identify within their environment. The data can uncover the true root cause of that issue, validating or negating their perception and helping them get to a better understanding of what’s going on.

Deep Learning = an Even Deeper Understanding

Over the next few years the transition from machine learning to deep learning will facilitate continuous growth models that along with the use of data contextualization, will provide better and better understanding of customer DNA. We use machine learning today with connected technologies leveraging AI for predictive cases, and deep learning, along with the added benefits it brings, is close at its heels.

With deep learning, we move from looking at a handful of scenarios to looking at hundreds of attributes over billions of records and can identify patterns that will equate to a faster, more accurate model that can be extended to multiple parts and lines of business. What used to take days or hours will take minutes and if we understand the behavior of each system in a customer’s environment, insight can be provided back to product design and sales so what is offered to the customer next will be based on their individual, customized needs.

One important theme to remember is that connectivity is a key enabler of this ongoing evolution. In order to train models to predict different aspects of the customer’s experience, it has to be a two-way conversation. The more data received and the farther back it goes, the more accurate and personalized the predictions.

Offsite Doesn’t Have to Mean out of Sight

AR is another exciting piece that will change how customers experience the delivery of services in the coming years. Things are moving from overlays where the repair technician wears an AR headset to bring up 2D instructions (a technical manual is projected to the upper right side of their vision) to entryways, where regardless of the orientation of the tech’s headset, the repair process is oriented in 3D to the exact object itself.

Applying that to connected technology, AI predictions would not only direct the technician to the problem, but with the added benefit of AR, they could perform the fix, reducing the need for higher level techs to go onsite. In addition to preventing and resolving issues, think about what this will mean in terms of possibilities for transferring knowledge to IT staff or being able to provide hands-on training to channel partners.

Faster Time to Insights = Faster Time to Value

As IT service providers, we must continue to recognize the power of getting the right information to the customer at the right time. We must equip our experts with the tools to help solve complex issues and break things down into accessible pieces of data customers can easily consume and act on. The faster we provide actionable insights, the faster issues are resolved and avoided, and system health and performance is optimized.

The innovation of data science enabled by the power of connected technology and the guidance of experts will speed time to value for customers on their investments and move the service experience into new realms. We will see IT services becoming even more predictive, more effortless and much more personalized. The transformative possibilities are truly limitless.

Want more information on the digital transformation of Dell EMC Services?

Watch for an upcoming blog from our CTO and the “A Conversation with Two Data Geeks” podcast on this website to hear directly from the leaders and data scientists behind our transformative technologies.

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