Kevin Whitlow – InFocus Blog | Dell EMC Services https://infocus.dellemc.com DELL EMC Global Services Blog Thu, 13 Dec 2018 11:38:05 +0000 en-US hourly 1 https://wordpress.org/?v=4.9.7 [Data Geeks Podcast]: Data, Data and More Data – Better Support Through Connected Technologies https://infocus.dellemc.com/kevin_whitlow/data-geeks-podcast-big-data-data-data/ https://infocus.dellemc.com/kevin_whitlow/data-geeks-podcast-big-data-data-data/#respond Mon, 02 Apr 2018 09:00:08 +0000 https://infocus.dellemc.com/?p=34178 Welcome back to our podcast series, A Conversation with Two Data Geeks. In this third, and final, installment we look ahead to what’s next for Dell EMC support’s big data ecosystem of intelligent technologies. Proactive and Predictive Support Today, we use machine learning models to provide predictive recommendations to our customers. We can, for example, […]

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Welcome back to our podcast series, A Conversation with Two Data Geeks. In this third, and final, installment we look ahead to what’s next for Dell EMC support’s big data ecosystem of intelligent technologies.

Proactive and Predictive Support

Today, we use machine learning models to provide predictive recommendations to our customers. We can, for example, predict a PC hard drive or solid state drive will fail based on big data analysis before it exhibits a physical failure. The impact of this is significant as the customer is alerted and has time to save critical data and photos of loved ones and furry friends before the drive goes down.

This is a fundamental shift in the traditional support model. We aren’t waiting for customers to call, chat or tweet us about an issue. We’re enabling them with technology that will recognize and predict issues as well as proactively contact Dell EMC to begin resolution. The burden is no longer on customers to discover a problem and notify us. That means one less thing added to their to-do list and more time for the things that are truly important to running their businesses and lives.

SupportAssist predicts a hard drive failure and alerts a customer before the failure occurs.

Staying Connected

Connectivity is the key ingredient in this new kind of support. We can’t provide automated, proactive and predictive support and understand how systems are behaving without staying connected to those systems, via our SupportAssist and Secure Remote Services technologies. This is how we get the timeliest information and how we train our models to provide the most value back to customers.

What’s Next

Now that we have been on our transformation journey for several years, we are looking to make the support experience we provide even better. Better how? By increasing time to insight so our customers get the information they need when they need it – in order to resolve issues faster or mitigate them before they happen.

We also plan to continue to contextualize data in order to build out customer blueprints or DNA, expanding our understanding of customers and their journey before and after product purchase. The goal is for our technologies to deliver more accurate, granular and customer-specific recommendations so the value they provide is even greater.

In addition to what we’re doing with machine learning, we are beginning to explore the power of deep learning by transforming data into images to learn about it in ways we have never done before. This is a major focus for our data geek Michael Shepherd and lead Data Scientist Landon Chambers over the next year. More to come on that in the future…

To learn more about the use of data science to truly understand customer DNA, check out Dell EMC Global Services President Doug Schmitt’s blog, Decoding Customer DNA with Data Science.

A Conversation with Two Data Geeks | Part 3 of 3: Data, Data and More Data – Better Support through Connected Technologies

Are you a data geek?

So are the big data gurus behind SupportAssist and MyService360. Find out when our experts realized they were total data geeks and how the concepts of machine learning, deep learning, predictive modeling and data contextualization apply to our support transformation. Read more about the subject in Bill Schmarzo’s “Becoming Netflix Intelligence: Something Every Company Can Do!

Thanks for listening.

I look forward to staying connected and sharing what our data geeks are up to in the future. In the meantime, let’s continue the conversation right here. Tell us the moment you realized you were a total data geek. (Hint: If you followed along throughout this series and are excited to hear what comes next, you may be a data geek.)


Meet our data geeks in Vegas, April 30 – May 3!

Want to learn more about predictive customer intelligence? Come meet our data geeks in person at Dell Technologies World, and hear how they use data science and Dell EMC technologies to predict personalized outcomes and recommend preventative actions for our customers. Join their “Predictive customer intelligence: Using data science to transform the customer service experiencepresentation.


In case you missed it:

Did you miss part 1 or part 2 of this podcast series? I invite you to listen now.


Speakers:

Rex Martin, Ph.D. | Director, Advanced Proactive Services

Dr. Martin holds 8 U.S. patents in cognitive computing and artificial intelligence (AI). His current focus is leveraging Deep Learning methods to enable a competitively differentiated customer service experience. In 2016, his team won the Technology Services Industry Association award for Innovation in the Transformation of Support Services for MyService360. He has also received Presidential awards for innovation from EMC, Oracle and Sun Microsystems.


Michael Shepherd | AI Research Technologist

Michael holds U.S. patents in both hardware and software and is a Technical Evangelist who provides vision through transformational AI data science. With experience in supply chain, manufacturing and services, he enjoys demonstrating real scenarios with the SupportAssist Intelligence Engine showing how predictive and proactive AI platforms running at the “speed of thought” are feasible in every industry.

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[Data Geeks Podcast]: Turning Big Data into Actionable Insights – Our Challenges and Successes https://infocus.dellemc.com/kevin_whitlow/data-geeks-podcast-big-data-actionable-insights/ https://infocus.dellemc.com/kevin_whitlow/data-geeks-podcast-big-data-actionable-insights/#respond Wed, 21 Mar 2018 09:00:06 +0000 https://infocus.dellemc.com/?p=34170 Last week I introduced a new podcast series, A Conversation with Two Data Geeks, to tell the story of how we are digitally transforming Dell EMC customer support. Today I want to share the second installment in this three-part series. As with any endeavor where you’re breaking new ground, there are bound to be challenges […]

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Last week I introduced a new podcast series, A Conversation with Two Data Geeks, to tell the story of how we are digitally transforming Dell EMC customer support. Today I want to share the second installment in this three-part series. As with any endeavor where you’re breaking new ground, there are bound to be challenges and successes along the way. We’ve had our share of both!

Challenges

As we worked across teams in our company to break down data walls in order to gain access to all the data sources needed to build a comprehensive data lake, we faced our first challenges. Initially there was some resistance to sharing and moving data. It was also critical that we find a platform on which to centralize this data and enable “analytics at the speed of thought,” as Michael Shepherd likes to say.

Next was a shift in mindset across the organization from thinking of big data as strictly IT-enabled to thinking of big data as IT and business-enabled. Giving all members of an organization, not just IT, access to discover and share data-driven insights allows a company to start to transform and make smarter decisions across its operations, driving transformation. This co-creation model is a newer way of thinking that brings greater value to an organization.

Successes

At the core of all our efforts is the goal to improve the customer support experience. This is why Dr. Rex Martin shared his team’s vision for the data visualization-based technology — MyService360 — with some of our customers at the outset to get their feedback. Many were enthusiastic about the idea. These conversations helped his team prioritize the feature sets they would deliver in the initial release, focusing on the features customers wanted most and found most impactful. When MyService360 was released, those customers were thrilled to see the speed at which this technology had been created and were interested to learn how they could utilize it to manage their data centers.

Another milestone came when Michael Shepherd and his colleagues were able to leverage part supplier data such as motherboard testing results, dispatch data, call logs and repair data. Being able to combine pre-purchase data with post-purchase data provides even more value to customers and speaks to how the technology culminates into a full 360-view of the product lifecycle.

Data-driven Insights

So, how do we know when we’ve been successful? There’s no better proof than hearing directly from customers that our intelligent technologies help them run their businesses better. Here’s a quote from a MyService360 user about how its big data insights impact their business:

MyService360 has definitely helped us to be more proactive because we can see everything that’s going on in our environment. It is really easy to use, very intuitive.

– Roberto Hurtado, Enterprise Storage Engineer, CHRISTUS Health

The “everything” Roberto is referencing includes insights such as:

  • Health and Risk Scoring– displays proactive and predictive system health indicators to identify areas that may be at risk, giving customers time to prioritize actions and react accordingly.
  • Code Levels– analyzes the percentage of the global install base that is up to code, with ability to drill down to determine what specific systems are due for code upgrades.
  • Actionable Service Insights– allows customers to review IT service activities across their enterprise and dive into specific sites to understand what needs attention and the action required.
  • Connectivity Status– displays the percentage of the install base that’s remotely connected to Dell EMC so customers can take action to get remaining systems connected.
  • Incident Management– taps into proactive data to identify analytical trends on service incidents.

In addition to positive customer feedback, MyService360 and SupportAssist, the technologies that provide insights and improve the experience for our customers, have collectively won two TSIA (Technology Services Industry Association) STAR awards, including Innovation in the Transformation of Support Services and Innovation in Leveraging Technology for Service Excellence.

These insights are also helping our own Dell EMC IT team deliver exceptional service to internal customers. The team currently uses SupportAssist to monitor over 90,000 Dell EMC employee PCs. Proactive and predictive alerts are generated by SupportAssist and automatically entered in the team’s help desk application for easy incident tracking, global visibility and fast resolution.

Making It Real

Big data intelligence can feel complex and intangible. It’s hard to truly appreciate its impact until you hear stories of how it solved real problems. On this week’s podcast, Michael Shepherd discusses how our big data intelligence solved customer issues. A geo services company with over 550 Dell EMC PowerEdge servers with locations in England and Texas noticed their systems were running slowly. They thought this was due to a memory issue in a single location. By leveraging the power of big data, the Dell EMC Services team was able to find the root cause of the issue. They discovered it was much larger than the customer initially perceived and was impacting multiple locations. Within three days the issue was not just accurately identified, but fully resolved.

A second customer, based in India, was preparing for deployment of over 12,000 PowerEdge servers. The servers were built in groups over time, resulting in different BIOS versions. The customer needed visibility into each server’s BIOS so they could put the same information on all the servers. Using our big data intelligence, we were able to get this information in an hour. If done manually, the customer estimated it could’ve taken a full-time resource up to four months as he or she would have had to turn on each system one-by-one. This is why connectivity and the ability for our data lake to pull data from sources throughout the product lifecycle are so important.

These are just a few examples that illustrate the type of clarity big data technologies provide when approaching problems that could have significant impact on a customer’s environment and business. Now, I invite you to join us for our next podcast installment.

A Conversation with Two Data Geeks | Part 2 of 3: Turning Big Data into Actionable Insights – Our Challenges and Successes

Like many companies, tearing down data walls and ensuring data quality have been part of our digital transformation. Hear how we overcame those in order to build award-winning, intelligent technologies – SupportAssist and MyService360 – for our customers.

What challenges and successes has your team faced when using big data intelligence in your digital transformation journey? Please share your experiences below. I look forward to posting the final installment in our series next week.


Meet our data geeks in Vegas, April 30 – May 3!

Want to learn more about predictive customer intelligence? Come meet our data geeks in person at Dell Technologies World, and hear how they use data science and Dell EMC technologies to predict personalized outcomes and recommend preventative actions for our customers. Join their “Predictive customer intelligence: Using data science to transform the customer service experiencepresentation.


In case you missed it:

Did you miss part 1 of this podcast series? Listen now [Data Geeks Podcast]: How Big Data Intelligence and Connectivity Enhance Your Support Experiences

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Speakers:

Rex Martin, Ph.D. | Director, Advanced Proactive Services

Dr. Martin holds 8 U.S. patents in cognitive computing and artificial intelligence (AI). His current focus is leveraging Deep Learning methods to enable a competitively differentiated customer service experience. In 2016, his team won the Technology Services Industry Association award for Innovation in the Transformation of Support Services for MyService360. He has also received Presidential awards for innovation from EMC, Oracle and Sun Microsystems.


Michael Shepherd | AI Research Technologist

Michael holds U.S. patents in both hardware and software and is a Technical Evangelist who provides vision through transformational AI data science. With experience in supply chain, manufacturing and services, he enjoys demonstrating real scenarios with the SupportAssist Intelligence Engine showing how predictive and proactive AI platforms running at the “speed of thought” are feasible in every industry.

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[Data Geeks Podcast]: How Big Data Intelligence and Connectivity Enhance Your Support Experiences https://infocus.dellemc.com/kevin_whitlow/data-geek-podcast-big-data-intelligence-support/ https://infocus.dellemc.com/kevin_whitlow/data-geek-podcast-big-data-intelligence-support/#respond Wed, 07 Mar 2018 10:00:00 +0000 https://infocus.dellemc.com/?p=34160 Is your business going through a digital transformation? Are you tasked with breaking down data walls, reviewing data quality and moving data to a platform that can support quick analysis, all while continuing to provide value back to your business stakeholders? When you hear the phrase digital transformation, customer support probably isn’t the first thing […]

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Is your business going through a digital transformation? Are you tasked with breaking down data walls, reviewing data quality and moving data to a platform that can support quick analysis, all while continuing to provide value back to your business stakeholders?

When you hear the phrase digital transformation, customer support probably isn’t the first thing to come to mind. You may think of cars, thermostats, refrigerators or agriculture. But where in an organization could digital transformation have more impact than support? After all, it is a company’s service that often sets it apart from the competition.

At Dell EMC, we’ve been going through our own digital transformation to lessen the burden on our customers, and the support engineers and technicians who serve them. This hasn’t happened overnight. We’ve been delivering support services for 30+ years so changing the way we engage with our customers isn’t a light switch, it’s an ongoing journey.

Today I want to share the first in a three-part podcast series called A Conversation with Two Data Geeks, which provides insight into our transformation and how we’re leveraging big data to make it real. This series features two of the experts responsible for leading the transformation – Michael Shepherd and Dr. Rex Martin. You will hear how they did it, what they learned and where they want to go next. I encourage you to share your own digital transformation stories. We can all learn from one another as we keep innovating –knowledge positions us to better serve our customers.

A Conversation with Two Data Geeks, Part 1 of 3: How Dell EMC is Transforming Customer Support with Big Data

Leveraging big data intelligence to enhance customer support experiences starts with connectivity. As customers stay connected to Dell EMC through our connectivity technologies Secure Remote Services and SupportAssist, we are able to harness the power of big data intelligence to better serve them because we have more current, high-value information about their systems’ health. We pair this information with other data including manufacturing, repair, part supply and call log. The result is issue prevention, faster resolution and a better overall support experience.


Meet our data geeks in Vegas, April 30 – May 3!

Want to learn more about predictive customer intelligence? Come meet our data geeks in person at Dell Technologies World, and hear how they use data science and Dell EMC technologies to predict personalized outcomes and recommend preventative actions for our customers. Join their “Predictive customer intelligence: Using data science to transform the customer service experiencepresentation.


Speakers:

Rex Martin, Ph.D. | Director, Advanced Proactive Services

Dr. Martin holds 8 U.S. patents in cognitive computing and artificial intelligence (AI). His current focus is leveraging Deep Learning methods to enable a competitively differentiated customer service experience. In 2016, his team won the Technology Services Industry Association award for Innovation in the Transformation of Support Services for MyService360. He has also received Presidential awards for innovation from EMC, Oracle and Sun Microsystems.


Michael Shepherd | AI Research Technologist

Michael holds U.S. patents in both hardware and software and is a Technical Evangelist who provides vision through transformational AI data science. With experience in supply chain, manufacturing and services, he enjoys demonstrating real scenarios with the SupportAssist Intelligence Engine showing how predictive and proactive AI platforms running at the “speed of thought” are feasible in every industry.

The post [Data Geeks Podcast]: How Big Data Intelligence and Connectivity Enhance Your Support Experiences appeared first on InFocus Blog | Dell EMC Services.

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