Service Excellence

EMC Wins Customer Experience Excellence Award

Carolyn Muise By Carolyn Muise Vice President, Total Customer Experience December 12, 2013

In my previous blog post, I told you that I would next discuss where the Total Customer Experience (TCE) program is headed in 2014 and beyond – including how we will use predictive analytics to drive innovation and transformation on behalf of our customers. However before I could get that post written, I received some great news that I just had to share with you first: EMC has won the 2013 Temkin Group Customer Experience Excellence (CxE) Award!

The Temkin Group is a customer experience research and consulting firm devoted to helping large companies build customer loyalty. EMC has won this award for the second year running, an accomplishment that speaks to the focus our company places on the customer experience. This award also comes on the heels of EMC being recognized by TSIA with two 2013 STAR Awards.

Many people at EMC can rightly claim a share of this award.  Our senior management has made providing the industry’s best total customer experience a top priority, and given us the tools we require to accomplish that goal. Through the Total Customer Experience program we gather feedback from our customers and partners throughout every step of their journey with EMC.  Our analysts mine the data and clearly identify the improvements that would do the most good.  Then our team uses proven Lean Six Sigma methods to come up with the best business solutions.

The Temkin Group recognized our process for continually improving customer and partner experience and how our leadership is engaged in the program.

This accolade gives us a sense of pride in what we’ve already accomplished.  It also makes us all the more determined to continue improving our products, services, and delivery so that our customers will always get the excellent solutions they need and deserve.

Carolyn Muise

About Carolyn Muise

Vice President, Total Customer Experience

Carolyn Muise is the Vice President of Dell EMC Corporation’s Total Customer Experience Program. With revenues of $24.5 billion and 60,000 people worldwide, Dell EMC is a global leader in enabling businesses and service providers to transform their operations and deliver IT as a service. In this role, Muise has operational responsibility for engagement with Dell EMC’s customers, partners, and employees to drive quality, innovation and continuous improvement into its products, services and business operations. Under Muise’s leadership, Dell EMC’s Total Customer Experience program has been recognized by the Technology Services Industry Association (TSIA) for its Innovation in Customer Commitment, Temkin Group for Customer Experience Excellence and Customer Experience Professionals Association (CXPA) for Customer Experience Impact. Prior to this role, Muise led Dell EMC’s Engineering Lab (E-Lab). Dell EMC’s E-Lab is a global operation considered the industry's premier brand for rigorous, end-to-end interoperability testing and the development of "best-in-class" integrated solutions. In this role, Muise lead a team that worked closely with Dell EMC customers, partners, vendors and competitors to promote integration across every major platform, operating system, and network element available.

Muise has been recognized for her work outside of Dell EMC, including membership with the Society of Women Engineers at Simmons College, induction into The Boston Club – one of the largest communities of women executives and professional leaders in the Northeast – and is an active participant in the National Center for Women and Information Technology. Muise is a graduate of Northeastern University in Boston with a Bachelor’s in Engineering. She earned a Business Management Certificate from Bryant University. @camuise4

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One thought on “EMC Wins Customer Experience Excellence Award

  1. Congratulations Carolyn and the entire EMC team on a relentless committment to Customer and Partner experience and for earning the Temkin Group Excellence award AGAIN!