Sometimes it is Personal

Undoubtedly most of us have heard the phrase, “Don’t take it personal.” But for those of you attending EMC World 2014 in Las Vegas, we hope you will do just that. I am looking forward to attending my fourth EMC World and I know from being on the planning end of things that this year will surpass expectations and push the bar even higher.

From an EMC Customer Service perspective, EMC World is a great time for us to interact with customers on a different level than we typically do on a day-to-day basis. It is an opportunity to look to the future, talk strategy, and share ideas. One of our goals is to take what we hear from you, our customers and partners, and incorporate that feedback into our planning so that we can continuously enhance your service experience – to your specific needs and requirements.

This year, we have a few opportunities for customers to directly interact with (and meet) the EMC Customer Service leadership team. This will give us the chance to personally hear your feedback, share our perspective, and freely engage in open dialogue on a variety of topic areas. We are excited to provide a unique glimpse into what we’re doing around predictive and proactive service capabilities and how we plan to support you as your business and IT department moves to the third platform.

Here is a graphical look at details on our EMC Birds of a Feather Session as well as key times to stop by the EMC Global Services Booth #1049 to say hello and chat with EMC Customer Service leaders.  No appointment necessary, so please drop by!


Elite Support

Ensuring and delivering Total Customer Experience is always front and center on our minds. In his recent blog post, Kevin Roche discussed the importance of listening to our customers, and analyzing and acting on their feedback. The cycle begins with you. I hope to meet you at EMC World so please stop by and say hello.

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.