Transforming Your Online Experience at EMC World 2013

The 2013 EMC World event, hosted at The Venetian Hotel in Las Vegas May 6-9, proved to be a groundbreaking, productive, and highly entertaining week of knowledge sharing, networking, and celebration. With nearly 16,000 guests in attendance – including customers, partners and EMC employees from around the world – this year’s World presented a unique opportunity to catch a glimpse of what’s to come as we accelerate our mission to provide transformative, best-in-class products and service for our customers in the years ahead.

Team members from the Customer Service Innovation Team and Corporate Marketing Team were excited to connect face-to-face with many of our community and online support superheroes during the week at the EMC Online Booth (#910) located in the Solutions Pavilion. Each facet of EMC’s online support offerings was associated with a particular super-power, and representatives from each area brought passersby up to speed through interactive demonstrations, including:

  • STRENGTH – Online Support Today
  • STAMINA – Online Support Tomorrow
  • HEALING – The Online Support Help Desk
  • OMNISCIENCE – Social Support
  • TELEPORTATION – Mobile Support
  • X-RAY VISION – EMC Me
  • SHAPESHIFTING – EMC Virtual Product Evaluation
  • FLIGHT – Partner Portal
  • MIND READING – The EMC Store
  • PREDICTING THE FUTURE – User Research

Visiting customers and partners learned the latest in upcoming enhancements in the Online Support experience, updates around our new multi-lingual Support Communities and the ECN’s most popular product forums, as well as emerging Social Support programs – including our new Twitter handle @EMCsupport, and our new Support Community Blog. Pocket cards were distributed including QR codes which could be scanned to connect with the online Support Communities, @EMCsupport, and downloads of the Support Mobile App – now available for the iPhone, iPad (Android coming soon!).

kevin video.PNG.pngWatch the EMC TV Interview with Kevin Roche of EMC Global Services

One of the biggest draws to our booth was the User Experience Survey, which gave us a chance to seek direct feedback from our customers on various aspects of the EMC Online experience. The highly-visual questionnaire sought feedback on everything from the design of our corporate website (www.emc.com) to mobile smartphone use and the newly-redesigned EMC Community Network (ECN). Participants in the survey earned a chance to spin our Wheel of Fortune and win an Amazon Gift Card. (A big thank you to everyone who took the survey!).

We enjoyed connecting with customers at the Customer Appreciation Party held Tuesday evening at the Zebra Lounge. And two Ask the Expert virtual tweet chat events were conducted from the EMC Square Bloggers Lounge – check out the tweet chat archive on Storify. EMC Global Services executive, Kevin Roche, discussed global support live chat, Proactive Services, mobile and our new Partner Portal – check out the video here. Followed by an EMC TV’s roving reporter coverage of CS Innovation’s Jay LeClerc, who offers a vision of what’s coming soon for Online Support and more — see the YouTube video here.

The feedback and healthy discussions held during EMC World will shape and help improve the suite of online customer support offerings that EMC provides to our customers and partners, and we look forward to rolling out evermore exciting tools and resources that will help you have the best online experience in the industry. We hope everyone who was able to attend EMC World 2013 had as much fun as we did, and we look forward to seeing you again next year!

Holly Anderson

Principal Program Manager, Social Media & Community Strategy

CS Innovation

Follow us @EMCsupport at https://twitter.com/EMCsupport 

Holly Anderson

About the Author: Holly Anderson

Holly Anderson is an award-winning, multi-platform communications expert with 20 years’ experience leading corporate communications and social media strategy for global online marketing and support.