AI/IoT/Analytics, Service Excellence

It’s Time For Service Transformation: What Can EMC Customers Expect?

Mary Cay Kosten By Mary Cay Kosten Senior Vice President, Dell EMC Customer Support Services June 16, 2015

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. 

Mary Cay Kosten

About Mary Cay Kosten


Senior Vice President, Dell EMC Customer Support Services

Mary Cay Kosten is Senior Vice President, Dell EMC Customer Support Services. Mary Cay leads a team of more than 7,000 professionals that service Dell EMC’s global customer base. Mary Cay is responsible for creating and driving Dell EMC's customer service strategy and programs spanning remote support, field service, product installation and repair, proactive maintenance, logistics, repair, escalation, and service account management.

Kosten has over 30 years of experience in service and supplier management, with a proven track record in building outstanding service delivery organizations. Prior to joining EMC, she was vice president of global customer services delivery for Oracle/Sun Microsystems, responsible for delivering all elements of Sun’s support services.

Under her leadership, Sun achieved the prestigious J.D. Power Certified Technology Service and Support (CTSS) Award for “An Outstanding Customer Service Experience,” the TSIA Award for Excellence in Service Operations, and was inducted into the STAR Awards Hall of Fame.

Kosten is a 2008 recipient of the Denver Business Journal’s Outstanding Women in Business (High Tech and Telecommunications) Award and a 2006 recipient of the Silicon Valley YWCA Tribute to Women and Industry (TWIN) Award. She also is on the steering committee for TSIA’s Women in Services community of interest.

She holds an MS degree in systems management from the University of Southern California and a BS in marketing from the University of West Florida.

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