The Other “Most Wonderful Time of the Year”

EMC WorldAll weeks seem busy, but I can tell you that the halls of EMC are filled with extreme levels of activity and excitement – something that happens every year about this time! Final preparations are being made as we prepare to host the company’s largest event of the year – EMC World. The conference seems to get better every year and I’m sure this year will be no exception.

This year’s theme, “Lead your Transformation,” may mean something different for each attendee, but there is no doubt in my mind that transformation will happen.  Why is this conference such a wonderful event for me? It’s simple. I learn many new things and, as my colleague Tom Clancy recently said in his post, Smarter People Do Better Things for Their Business.

Much of what I learn comes from talking with our customers. Whether talking to them one on one, or listening to the comments and questions brought forth in one of the sessions, I love to hear what our customers have to say. Everything I learn from our customers will be factored into our planning so we can continue to offer the best customer service experience.

I hope you plan to join us in Las Vegas May 6-9, but if you are unable to be there, I hope you will participate from your desktop, where you will be able to watch keynotes, general sessions, and other content live. We look forward to helping you succeed as you ride the wave of transformation in cloud, Big Data, and trusted IT.

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.