Exponential Data Generation and Fishing from the Data Lake

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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About the Author: Mary Cay Kosten

Mary Cay leads a team of 1400 professionals that provide operational support to the Dell Technologies Services organization. Her team is responsible for driving operational excellence and implementing innovations across Dell Technologies Services. This includes areas such as eServices & Knowledge Management, Program and Change Management, Business Services, Remote Support Contact Center Operations, Command Center, Process Engineering and Data Sciences, Data Enablement and Analytics, and the Global Centers of Excellence. 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 Dell EMC, she was Vice President of global customer services delivery for Oracle/Sun Microsystems, responsible for delivering all elements of Sun Microsystems’ 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 Technology Services Industry Association (TSIA) Award for Excellence in Service Operations, and Sun 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 Advisory Board for TSIA’s Field Services discipline. 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.