RobertoAraujo1
3 Argentium

Ask The Expert: Continuous Improvement Through Customer Feedback

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https://community.emc.com/thread/201008

Discussion Sponsor: EMC’s Total Customer Experience Team

This Ask the Expert discussion will enable customers and partners to engage with diverse experts to share how EMC can continue to improve the Total Customer Experience. This discussion is a follow-up to the Oct. 7 Total Customer Experience Day Virtual Celebration.

During this discussion, customers will be able to:

  1. Learn How EMC Currently Leverages Feedback
    • To drive improvements across services, products and the online experience.
    • Experts from services, pre-sales, user experience and product management/engineering will share how each of their respective teams collect, measure and act on your feedback.
  2. Share Your Feedback
    • Our cross-functional experts are interested to know how EMC can better serve you throughout your current experience and will share your comments with the appropriate teams.
    • Tell our experts how you want to share feedback with EMC in the future. Where are you most comfortable sharing your voice—e.g. mobile, social, online—and how can we make sure we are in the right places listening?

Here are your Subject Matter Experts:


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Howard Chan
EMC Professional Services - Senior Implementation Delivery Specialist
Howard has held multiple roles within EMC Global Services and is currently a Senior Implementation Delivery Specialist located in Sydney, Australia. Howard has extensive experience working with customers to optimize their environments, with special expertise working on solutions architect projects for EMC‘s VMAX, VNX, Avamar and Data Domain products. You can connect with Howard on LinkedIn.

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Mary Beth Raven
EMC User Experience Team – Director of User Experience Design
Mary Beth specializes in how to enhance the product design and usability experience for customers. She has experience with collecting feedback from customers to drive new features and functions through her role at EMC, as well as prior work at several companies. Learn more about Mary Beth and EMC’s usability approach and connect with her on LinkedIn and Twitter.

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BrianSullivan
EMC Customer Service –Technical Support Manager
Brian is based in EMC’s Ireland Center of Excellence and leads a team of remote support engineers. He has held several roles at EMC, all focused on how to help customer resolve their service issues. Brian has received several awards at EMC for his innovative ideas to promote employee collaboration and strengthen relationships with EMC partners. Connect with Brian on LinkedIn and Twitter.

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Jesse Thaloor
EMC Pre-Sales Team – Advisory Systems Engineer
Jesse is a 14 years storage veteran who is focused on helping customers navigate the changing technology landscape. Jesse is currently focused on bringing Flash based technologies to traditional and non-traditional use cases. Jesse has a wide ranging knowledge of technologies including Virtualization, HPC, Cloud computing, NoSQL databases, Oracle, VDI and many more. Connect with Jesse on LinkedIn
here.

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Chirag Shah
Professional Services - Practices Lead - Cloud & Big Data at EMC
Chirag joined EMC in 2010. He has worked as a Solutions Architect and now serves as a practice lead focused on cloud and big data. Prior to EMC, Chirag worked for several large technology companies, including Symantec and IBM. Chirag is based out of EMC’s India Center of Excellence. Connect with Chirag on LinkedIn.

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Jillian Loring
Product Marketing Manager – EMC Mobile Team
Jillian joined EMC in 2011. Her experience has focused on web communication and mobile marketing. Currently, Jillian
manages all internal and external marketing activities for EMC MOBILE, EMC's flagship mobile offering, focusing on social, SEO, and direct marketing. She has represented EMC MOBILE at customer events and also worked on initiatives to drive improvements in the mobile experience based on user feedback. Connect with Jillian on LinkedIn.relationships with EMC partners. Connect with Brian on LinkedIn and Twitter.


The discussion will be open Oct. 8-Oct. 17 on the EMC Community Network. We look forward to your engagement!

Share this event on Twitter:

>> Join our Ask the Expert: Continuous Improvement Through Customer Feedback http://bit.ly/1t07Kn2 #EMCATE <<

22 Replies
BrianSullivan1
1 Copper

Re: Ask The Expert: Continuous Improvement Through Customer Feedback

Hello and welcome to our Ask the Experts Session on Continuous Improvement through Customer Feedback. I'm looking forward to all your discussion and comments.

Regards,

Brian.

0 Kudos
ChiragShah
1 Copper

Re: Ask The Expert: Continuous Improvement Through Customer Feedback

Look forward to listen, share and ask session.

BrianSullivan1
1 Copper

Re: Ask The Expert: Continuous Improvement Through Customer Feedback

Hi everyone, just a little about myself. I've been in EMC for over 6 years now and have had customer facing roles my entire time, working in Remote Managed Services and Global Solutions groups.

I'm currently working as a manager in Customer Service for over 2 years now and find that engaging with customers and in particular building relationships has been a tremendous success for both us and our customers.

Regards,

Brian

0 Kudos
Highlighted
BrianSullivan1
1 Copper

Re: Ask The Expert: Continuous Improvement Through Customer Feedback

One beneficial initiative we have run within our team is to align our Technical Customer Service engineers with the same customers where possible.

Since we are based in EMEA, we always work to align our engineers based on language preferences but the interesting thing we have learned from this is that over time these same engineers work with the same customer resources, consequently we get to know the customers preferences and their environments quite well. This helps us to develop a deeper understanding which we leverage to offer a more proactive service and to resolve issues faster when they do arise.

If you would like any more detail on how we do this please let me know.

Brian.

ChiragShah
1 Copper

Re: Ask The Expert: Continuous Improvement Through Customer Feedback

What a great way to collaborate. I am excited to hear from you & share some of my views on TCE.

Bit about me: I have been working with various customers in different roles for last 15+ years.

Around 10 years spent as Pre-Sales Lead, enjoyed every bit of the relationship that I built with various stakeholders in customer organization. Being a trusted advisor for the customer brings in sense of responsibility, as it would mean customers believe in you for their success. And bet $$ on you!! then around 3 years worked as Solution Architect, to understand customer environment, create solution blueprint and own up complete solution to achieve customer’s business objective. And now recently working with customers, to understand their business needs for cloud journey. Map it to a Solutions, to deliver successful Customer Cloud Strategy.

0 Kudos
ChiragShah
1 Copper

Re: Ask The Expert: Continuous Improvement Through Customer Feedback

As part of our best practices in delivering quality solution to customer, we always believe in providing best user experience. For best user experience all round, there are many initiatives that we drive within EMC. Today I want to talk about the Internal Collaboration that we do, to better our user experience. Let see how it works:

In large organizations it’s obvious for one to be, ignorant of what others within the team, across team, across BU or departments, are doing. If my customer is facing an issue, and I am working towards the solution, I may spend hours or sometime days to find a solution. I May end up escalating it to various levels, which not only is frustrating for the customer, but also is unproductive, to many people in the organization. Imagine someone within your team or cross team (seated right there on the floor) knows exactly how to fix it. Well, it’s like, one hand not knowing what the other knows… isn’t it? Does it sound familiar??

To avoid such situations, we created a QAG (Quality Assurance Group) which is a group of experts from various BU’s like support, Implementation Specialist, Solution Architects, etc., whenever I am stuck with an issue, I blast an email to this group. Looking at the error message or screen shot, someone pop’s up from the cubical next to me (hopefully J). Hey!! I know how to fix this…. J

Well here you go…. No Escalations, No Frustrations, No waste of time…. !!

I see at least 5 – 10 query fired every day on the DL & people responding within minutes. This has significantly improved productivity, reduced turn-around time & provided better user experience.

Please share your experiences & help us understand what else you would like us to do….

BrianSullivan1
1 Copper

Re: Ask The Expert: Continuous Improvement Through Customer Feedback

Hi Chirag,

That's a great example, and collaboration within our growing organisation is going to become more and more important as we look to get the right people and expertise working on the right cases for our customers.

Brian.

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BrianSullivan1
1 Copper

Re: Ask The Expert: Continuous Improvement Through Customer Feedback

Our team is currently aligning to Professional Services teams and Partners in an attempt to get early engagement with customers while product roll-outs are in POC or Test & Dev phases, prior to going into production.

We have found this to be very helpful for new products such as ViPR and ViPR SRM because sometimes there is a bigger learning curve for customers with these newer products. It helps us to engage early, get to know the customer and their environment and therefore be in a position to offer a better level of service when our help is required.

This has proven to be very beneficial to customers in the early stages of a new technology roll-out and also builds a strong relationship into the future with our customers and partners.

Brian.

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S0lidW0rks
1 Nickel

Re: Ask The Expert: Continuous Improvement Through Customer Feedback


Sometimes it's difficult to get customer feedback when you sit in a big engienering organization. That's why I like to send my user experience designers to meet with customers at various events. Just yesterday, the interaction designer for ViPR SRM (JoAnne Hubbard) participated in the EMC Forum in NYC. She had a booth, and participants could simply walk up and give her feedback on some new ideas for dashboards.

We also signed up some new members of our Design Advisory Council for ViPR SRM!

The Design Advisory Council is a group of ViPR SRM customer who sign an NDA and then participate in one or more meetings a month during which we show them designs for the next release of the product. They have an opportunity to shape the product. If you are interested in becoming a member of the Design Advisory Council for either ViPR SRM or Service Assurance suite, let me know my sending mail to EMCUSabilityTesting@EMC.com