Mary Cay Kosten – 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 DELL EMC Services Helps Customers on Their Journey to Transformation https://infocus.dellemc.com/marycay_kosten/dell-emc-services-helps-customers-journey-transformation/ https://infocus.dellemc.com/marycay_kosten/dell-emc-services-helps-customers-journey-transformation/#respond Tue, 06 Jun 2017 13:53:59 +0000 https://infocus.dellemc.com/?p=31466 Earlier in May, I once again attended our annual customer event Dell EMC World where the theme was “Realize Your Digital Future.”  This event was bigger and better than ever and I had many conversations with customers, partners and analysts about how services can help customers realize their path to transformation by driving the rapid […]

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Earlier in May, I once again attended our annual customer event Dell EMC World where the theme was “Realize Your Digital Future.”  This event was bigger and better than ever and I had many conversations with customers, partners and analysts about how services can help customers realize their path to transformation by driving the rapid adoption and optimization of transformational technologies such as digital. If you were unable to attend the event in person, this video takes you on a tour of our Services booth so you can see firsthand what we shared with attendees.

Learn more about ProSupport Services and take a closer look at key tools and technologies like MyService360™, Support Assist, and Secure Remote Services that help customers work smarter and be more proactive and predictive.

 

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I Can See Clearly Now the Light Is On https://infocus.dellemc.com/marycay_kosten/i-can-see-clearly-now/ https://infocus.dellemc.com/marycay_kosten/i-can-see-clearly-now/#respond Tue, 02 May 2017 09:00:10 +0000 https://infocus.dellemc.com/?p=31216 The need to simplify and reduce the amount of information and decisions in our everyday lives is becoming more and more important in the Information Age. Whether it’s deciding what to wear or what food to purchase, we are bombarded daily with information and choices.  Even a weekly shopping trip can lead to decision exhaustion […]

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The need to simplify and reduce the amount of information and decisions in our everyday lives is becoming more and more important in the Information Age. Whether it’s deciding what to wear or what food to purchase, we are bombarded daily with information and choices.  Even a weekly shopping trip can lead to decision exhaustion with the typical grocery store having tens of thousands of products. Wal-Mart has 125,000 items[1]and that’s not a Wal-Mart Supercenter.

Steve Jobs, for example, simplified his day by wearing his signature black turtleneck, jeans and New Balance sneakers. Facebook founder Mark Zuckerberg also dons his own grey t-shirt and jeans “uniform.” When asked why he wears the same thing every day, Zuckerberg replied:

“I really want to clear my life to make it so that I have to make as few decisions as possible about anything except how to best serve this community”[2].

With all the information that bombards us daily, how do we know what to pay attention to? How do we get visibility into what matters most so we can make smart decisions?

A kaleidoscope of insights

The need to simplify information and have visibility to what matters most also applies to our IT environments. As complexity increases and digital transformations begin, insights into IT systems and activities are vital. This is why we have created MyService360TM and TechDirect – technologies that get you the information you need to work smarter.

The MyService360 heads-up display is a real-time, real-simple visualization of your IT happenings. You will see:

  • Support requests and escalations
  • Support request, escalation and part replacement trends
  • Available software upgrades
  • Overall environment health score
  • Shipping status of replacement parts and scheduled technicians
  • Service contract expiration dates
  • Recommended actions for you to take

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TechDirect gives you visibility into your (1) support, (2) deployment and (3) staff training activities. You can request support and replacement parts anytime. In fact, over 1.4 million parts were dispatched through this tool in the past year. You can even track automated proactive and predictive PC health alerts in TechDirect when using SupportAssist. PC deployments for ProDeploy Client Suite orders are managed here as well, giving you a single source for all your deployment details and communications. If you have a help desk, you can leverage the TechDirect APIs to integrate case management, warranty status and parts dispatching capabilities. Access to Dell EMC Certifications and Authorizations for staff training is available too.

TechDirect

Decisions in the light

You don’t have to rely on sorting through lots of information from disparate places to help make a good decision. You need insights and you need them quickly as IDC has found over 70% of IT staff time is spent on routine operations and support[3]. TechDirect and MyService360 give you the information you need to get out of the maintenance mode grind and work smarter.

With the information MyService360 provides, you can:

  • Easily manage support requests and escalations
  • Keep your software up-to-date so your environment stays secure
  • Know if your environment needs attention based on its health score
  • Better plan replacement part inventories
  • Track replacement parts and onsite technicians
  • Plan service contract renewals
  • Know what requires your attention

And with TechDirect, you will know what your technicians are doing across your environment, whether they are supporting products, deploying them or even taking product trainings.

[1] Wal-Mart Stores, Inc. (2017). http://corporate.walmart.com/_news_/news-archive/2005/01/07/our-retail-divisions

[2] Abbruzzese, J. (2014, November). Why Zuck and other successful men wear the same thing every day. http://mashable.com/2014/11/17/mark-zuckerberg-and-other-insanely-successful-people-wear-the-same-thing-every-day-and-for-good-reason/#.bGSccZeTZqU

[3] IDC Converged Systems: End-User Survey Report 2015; N=300.

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Global Services Tech Talk: Thinking Differently About Support – How to Use MyService360 to Unlock the Wonders of Big Data https://infocus.dellemc.com/marycay_kosten/global-services-tech-talk-thinking-differently-support-use-myservice360-unlock-wonders-big-data/ https://infocus.dellemc.com/marycay_kosten/global-services-tech-talk-thinking-differently-support-use-myservice360-unlock-wonders-big-data/#respond Fri, 08 Jul 2016 12:00:02 +0000 https://infocus.dellemc.com/?p=28157 At EMC, we want to enable our customers to unlock the wonders of big data and provide them with a modern customer service experience. MyService360™ does just that…it revolutionizes the product and service experience to unlock the MOST value for our customers. MyService360™ is a one-stop shop for personalized, actionable insights about our customer’s service […]

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At EMC, we want to enable our customers to unlock the wonders of big data and provide them with a modern customer service experience. MyService360™ does just that…it revolutionizes the product and service experience to unlock the MOST value for our customers. MyService360™ is a one-stop shop for personalized, actionable insights about our customer’s service and support environments.

This video provides insight on MyService360™, our new service-centric online dashboard that gives you deep visibility into the health and wellness of your EMC environment. It’s a new feature of EMC Online Support that provides visually compelling and intuitive ways to get personalized views of your global environments and service experience, powered by the EMC Data Lake™.

We will take you through this new online capability, and discuss key benefits and capabilities such as Install Base overview, analysis of code levels, as well as the ability to see where your service requests are awaiting your action.

If you’d like to learn more about MyService360™, check out our service overview or let us know via the comment section on below. We look forward to your comments as well as your ideas on how we can continue to best serve you.

You may also be interested in ‘Unlock Customer Intimacy Through Big Data‘ and ‘5 Features of a Modern Service Experience

 

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How to Unlock Customer Intimacy https://infocus.dellemc.com/marycay_kosten/unlock-customer-intimacy/ https://infocus.dellemc.com/marycay_kosten/unlock-customer-intimacy/#comments Wed, 25 May 2016 12:11:33 +0000 https://infocus.dellemc.com/?p=26985 Imagine a world where every interaction you have with a company, either as a consumer or a B2B buyer, is personalized.  And now imagine that these companies are able to predict your level of satisfaction and the outcomes you want to achieve.  Undoubtedly, that would translate into a pretty amazing customer experience, right? Well, you […]

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Imagine a world where every interaction you have with a company, either as a consumer or a B2B buyer, is personalized.  And now imagine that these companies are able to predict your level of satisfaction and the outcomes you want to achieve.  Undoubtedly, that would translate into a pretty amazing customer experience, right?

Well, you don’t have to imagine any longer because it’s already happening.  Big data analytics is making a profound and tangible impact in our lives as consumers and in the B2B world.

mary kay1On the consumer side, a fitness tracker such as Fitbit is a great example. This family of fitness products tracks your activity, exercise, food, weight and sleep. Now, it can even automatically know when you are exercising.  The smart wearable device can detect running, outdoor cycling, walking, elliptical workouts, basketball, tennis, soccer, and even high-impact cardio workouts like kickboxing and dance classes.  But it’s not just a personalized convenience for tracking your steps and kicks.
This is illuminated in an International Spine Study Group study showing how researchers are using Fitbit data to predict recovery times for spinal surgeries.

mary kay2On the B2B side, you have companies like John Deere, a manufacturer of farm equipment, which is helping farmers get more productive yields from their land by building machines that can receive data on weather and soil conditions. This helps them make better decisions on when and where to sow and plough and to predict harvest times and crop performance.

At EMC, we have discovered many ways to deliver a more personalized, proactive and predictive service experience for our customers.  At the foundation of our success, is a three-pronged business strategy that incorporates big data.  As EMC’s own Bill Schmarzo (aka “Dean of Big Data”) reminds us,

“You don’t need a big data strategy; you need a business strategy that incorporates big data.”

Our strategy is comprised of three best practices which I hope will help you and your organization in your journey.

    1. Invest in Enabling Technology –This is the software and hardware that provides real-time, predictive analytics that you can act on to drive better outcomes. For example, enabling technology may provide the foundation for storing data about the customer’s experience— their likes, dislikes, environment, previous purchases, and more. Further, it includes the ability to leverage data to become more predictive and act on needs.
    2. Establish Process & Governance –Formal, embedded processes are required to enable businesses to provide real value to customers and other parts of the business. A solid strategy is important in achieving scale and to support the shift that we see happening around data ownership. The business, instead of IT, is now taking responsibility for big data and the big data strategy.
    3. Focus on Cultural Psychology – The people aspect of the equation cannot be ignored. Internal teams must buy-in to the strategy and be equipped to effectively use the data to provide value. An important component of this is communicating what is expected and what behaviors will lead to success. For example, in our company, we have gone to great lengths to ensure that the people who touch customers understand their emerging role as customer advocates.  Collectively, we must understand the needs, wants, and expectations of our customers – to design products and services. We have shifted our model from being reactive problem solvers, to one where we are proactive and predictive.

This segment from a TSIA conference keynote, delivered by EMC’s Kevin Roche, will help bring this three-pronged approach to life.


At EMC, we are always focused on finding new ways to  better understand customer needs, personalize their experience, and unlock customer intimacy. To learn more about how we are using big data to drive a differentiated service experience, take a look at our Point of View, “Unlock Customer Intimacy through Big Data” and other special content. 

I look forward to your comments about how you are leveraging big data to help your customers, as well as your ideas on how we at EMC can be doing it better to serve you.

 

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How is EMC Global Services Modernizing to Address the Needs of the Modern Data Center? https://infocus.dellemc.com/marycay_kosten/emc-global-services-modernizing-address-needs-modern-data-center-2/ https://infocus.dellemc.com/marycay_kosten/emc-global-services-modernizing-address-needs-modern-data-center-2/#respond Thu, 19 May 2016 19:50:17 +0000 https://infocus.dellemc.com/?p=27533 A few weeks ago I participated in our annual customer event, EMC World, where the theme was all about how to modernize. I had the opportunity to speak with many customers, partners and analysts about how modern data centers require a modernized service and support experience. For those who were not able to attend in […]

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A few weeks ago I participated in our annual customer event, EMC World, where the theme was all about how to modernize. I had the opportunity to speak with many customers, partners and analysts about how modern data centers require a modernized service and support experience. For those who were not able to attend in person, this video takes you on a tour of our Global Services booth so you can see firsthand what we shared with EMC World attendees.

I came away from the event very energized by the positive reception and feedback from our customers around our newest customer service capability – MyService360™. This new cloud-based, service-centric dashboard is one example of how we are investing in a modernized customer service experience.

Learn more about how EMC is modernizing service and support and take a closer look at MyService360™ and enhancements to EMC Online Support.

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It’s Time For Service Transformation: What Can EMC Customers Expect? https://infocus.dellemc.com/marycay_kosten/its-time-for-service-transformation-what-can-emc-customers-expect/ https://infocus.dellemc.com/marycay_kosten/its-time-for-service-transformation-what-can-emc-customers-expect/#respond Tue, 16 Jun 2015 12:00:56 +0000 https://infocus.dellemc.com/?p=23846 In this post, I chat with my colleague, Chris Scollo, about how EMC plans to transform the customer service experience.  The future is more proactive and predictive, and will heavily leverage big data. What is EMC planning? How can customers prepare to take advantage of the new capabilities as they become available? View my post […]

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In this post, I chat with my colleague, Chris Scollo, about how EMC plans to transform the customer service experience.  The future is more proactive and predictive, and will heavily leverage big data. What is EMC planning? How can customers prepare to take advantage of the new capabilities as they become available? View my post and we would love to hear your ideas.

For more information, see here. 

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What’s the .Next When It Comes to a Redefined Customer Service Experience? https://infocus.dellemc.com/marycay_kosten/whats-next-comes-redefined-customer-service-experience/ https://infocus.dellemc.com/marycay_kosten/whats-next-comes-redefined-customer-service-experience/#respond Thu, 28 May 2015 15:00:22 +0000 https://infocus.dellemc.com/?p=23779 In my last post, I talked about our plans to connect with customers at EMC World. For those who were not able to attend in person, this video takes you on a tour of our booth so you can see firsthand what was shared with EMC World attendees. In the spirit of this year’s theme, […]

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In my last post, I talked about our plans to connect with customers at EMC World. For those who were not able to attend in person, this video takes you on a tour of our booth so you can see firsthand what was shared with EMC World attendees.

In the spirit of this year’s theme, Redefine.Next, we provided insight into our top priorities and how they are enhancing your future customer service experience. Take a look and see how we are helping customers to:

  • Get empowered with new Online Support capabilities,
  • Get connected with EMC Secure Remote Services, and
  • Get ready for exciting new predictive and proactive service capabilities that will revolutionize the way we provide service to our customers.

In my next post, I will be joined by Chris Scollo and we will share more about the exciting work we are doing to transform the service experience for our customers.

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Exponential Data Generation and Fishing from the Data Lake https://infocus.dellemc.com/marycay_kosten/exponential-data-generation-and-fishing-from-the-data-lake/ https://infocus.dellemc.com/marycay_kosten/exponential-data-generation-and-fishing-from-the-data-lake/#respond Fri, 24 Apr 2015 18:00:26 +0000 https://infocus.dellemc.com/?p=23370 Sunday, April 19 was the fiftieth anniversary of Moore’s Law, and it is really remarkable to think about how rapidly companies must innovate to meet the ever growing and evolving technology requirements. The world ceaselessly generates more information and data, and EMC is ready to meet the capacity and processing challenges. In 2015, EMC is […]

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Sunday, April 19 was the fiftieth anniversary of Moore’s Law, and it is really remarkable to think about how rapidly companies must innovate to meet the ever growing and evolving technology requirements. The world ceaselessly generates more information and data, and EMC is ready to meet the capacity and processing challenges. In 2015, EMC is committed to focusing on the digital transformation of our customers, and we believe providing solutions for Flash, Converged Infrastructure, Hybrid Cloud, Data Lake and Big Data will help our customers be more successful.

As we look toward these future technologies, EMC’s Customer Service team is tightly concentrated on the goal of being more proactive and predictive. For example, an important focus area for the team is EMC Secure Remote Services, which is a remote connectivity capability that provides proactive remote monitoring and repair of EMC products. It is a complimentary feature that enables faster resolution times and higher levels of availability. Moreover, the transmission of alerts and notifications from EMC products allows EMC Customer Service to address potential problems before impacting the system, resulting in higher uptime rates.

EMC has also been continuously improving our Online Support capabilities, and the next wave of innovation is underway. This next phase taps into the valuable information generated from customers’ Data Lakes and results in the delivery of proactive and predictive services through the use of Big Data Modeling. EMC has developed a central location one-stop shop to give customers a 360 degree view of their customer account and service experience, which will substantially change how we interact with customers.

EMC GS May the 4thOur team is excited for EMC World 2015 because we will be featuring live demos and discussions about these fresh and new capabilities, and we are looking forward to hearing valuable customer feedback. My colleague Barbara Gordon will be hosting a presentation on how EMC’s proactive and predictive Customer Service experience will drive ITaaS agility. I will also be teaming up with subject matter experts for a live discussion on tips and tricks our customers can use to optimize their experience. Lastly, if you are interested in learning more about our Flash initiatives, we are hosting a Birds of a Feather discussion on the top 10 things to get the most out the XtremIO System.

If you are going to EMC World, please stop by Booth 1050 to engage with us and join us for these scheduled presentations. We will continue to post updates in this blog on the exciting features from EMC Customer Service, and we welcome your feedback.

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United Universe

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Proactive Services By Design – IT Support https://infocus.dellemc.com/marycay_kosten/proactive-services-by-design-it-support/ https://infocus.dellemc.com/marycay_kosten/proactive-services-by-design-it-support/#respond Tue, 24 Jun 2014 15:21:05 +0000 https://infocus.dellemc.com/?p=18891 Most IT professionals prefer a proactive approach to support when managing their IT environment. Who doesn’t want to prevent issues from impacting their environment or causing costly downtime? To be successful, you need the right tools and resources from your technology vendors. EMC continues to invest in its Agile Services model, first introduced in 2011, […]

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30180_Women-server-tech_9677_5400-720x470Most IT professionals prefer a proactive approach to support when managing their IT environment. Who doesn’t want to prevent issues from impacting their environment or causing costly downtime? To be successful, you need the right tools and resources from your technology vendors. EMC continues to invest in its Agile Services model, first introduced in 2011, to empower customers to be increasingly proactive in managing their environments.

The EMC Online Support site is a major component of the Agile Services model. Its on-demand tools and information are instrumental in helping customers meet their business needs. Customer demands evolved over the last 10 years from access to static information such as documentation, to a comprehensive suite of tools ranging from online chat and vibrant support communities to remote monitoring and predictive technologies.

14smAwdLogoBy continuously soliciting customer feedback and responding with key innovations and ongoing investments, EMC stays ahead of these customer demands. This month, the Association of Support Professionals (ASP) named EMC one of the top 10 “Best Web Support Sites of 2014,” complementing our 2013 award and strongly validating our efforts.

I invite customers who are not taking advantage of support.emc.com’s proactive capabilities to watch this video to see what you’re missing:

For example, the “My Product” feature presents a single view of your installed base with detailed product and contract information. It delivers detailed reporting on topics that matter most to you, such as remote connectivity status, service requests, and maintenance contract expiration. This enables you to optimize product performance, reduce stability and vulnerability issues in your environment, and streamline your self-service experience.

We would love to hear your ideas for new features you would like to see us consider for the site!

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EMC World Video- Evolving Customer Service for Third Platform https://infocus.dellemc.com/marycay_kosten/emc-world-video-evolving-customer-service-for-third-platform/ https://infocus.dellemc.com/marycay_kosten/emc-world-video-evolving-customer-service-for-third-platform/#comments Thu, 15 May 2014 14:36:33 +0000 https://infocus.dellemc.com/?p=18509 EMC World 2014’s theme was “Redefine”. During this event we talked with many customers who are redefining their IT infrastructures. The third platform means a proliferation of mobile devices with billions of users and millions of applications, representing a fundamental shift in IT as we know it. As these customers straddle the second and third […]

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EMC World 2014’s theme was “Redefine”. During this event we talked with many customers who are redefining their IT infrastructures. The third platform means a proliferation of mobile devices with billions of users and millions of applications, representing a fundamental shift in IT as we know it. As these customers straddle the second and third platforms, we are evolving our EMC Customer Service strategy and model to support them. In this video blog, I discuss the growing demands on IT organizations and how our agile services model is evolving.

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