Company Updates

Committed to Customer Experience on CX Day and Every Day

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When Dell Technologies’ 140,000 team members came together last month to celebrate the combination of our Dell and EMC teams, I noted the excitement I saw for the opportunity this new organization presents.

Dell Technologies team members celebrate the close of the Dell deal

To build on that enthusiasm and deepen our team’s passion for customers, today we are taking part in the fourth CX Day — a global celebration of companies and people who are delivering highest-quality experiences to customers, created by the Customer Experience Professionals Association (CXPA).

These activities are spearheaded by our Chief Customer Officer Karen Quintos who now leads a global organization solely devoted to customer advocacy. Rebekah Iliff recently spoke with Quintos about the role and noted on Inc.:

“In a sense, a chief customer officer is an anthropologist, a behavioral psychologist, a data analyst, and an expert communicator. To understand customers and truly serve their needs, one must be able to toggle between all of these things, as well as knit together the big picture.”

Quintos is not our only leader focused on serving customers, however.

“We are committed to a customer-focused approach to innovation and excellence,” Howard Elias, president, Dell Services and IT recently said in his blog post on the key to a best-in-class customer service experience. He, along with all the other members of our executive team spend a great deal of time meeting with customers and partners to understand their needs.

But delivering the best-possible customer experience is not a job for one person, or even a handful of executives – it’s part of the role every one of us at Dell plays. You can see some of those faces behind the brand in this video they made to say thank you for your trust and loyalty this #CXDay:

There are more than 30 onsite events happening across our worldwide offices today to honor the team’s hard work and to spark our continued commitment to creating lasting and loyal customers.

And you can even join us as our team in Hopkinton, MA, broadcasts the activities there starting at 2:00 p.m. EST today. 

About the Author: Laura Pevehouse

Laura Pevehouse was profiled as one of five “social media mavens” in the March 2009 issue of Austin Woman Magazine and named an AdWeek’s TweetFreak Five to Follow. She has been part of the Dell organization for more than 15 years in various corporate communications, employee communications, public relations, community affairs, marketing, branding, social media and online communication roles. From 2014-2018, Laura was Chief Blogger/Editor-in-Chief for Direct2DellEMC and Direct2Dell, Dell’s official corporate blog that she help launch in 2007. She is now a member of the Dell Technologies Chairman Communications team. Earlier in her Dell career she focused on Global Commercial Channels and US Small and Medium Business public relations as part of the Global Communications team. Prior to that, she was responsible for global strategy in social media and community management, as well as marcom landing pages, as a member of Dell’s Global SMB Marketing, Brand and Creative team. When she was part of Dell’s Global Online group, Laura provided internal consulting that integrated online and social media opportunities with a focus on Corporate Communications and Investor Relations. She managed the home page of Dell.com, one of the top 500 global web sites in Alexa traffic rank, and first brought web feeds and podcasts to the ecommerce site. In her spare time she led Dell into the metaverse with the creation of Dell Island in the virtual world Second Life. Laura has earned the designation of Accredited Business Communicator from the International Association of Business Communicators, and received her Bachelor of Arts in Journalism from Louisiana State University. Before joining Dell Financial Services in 2000, she worked at the Texas Workforce Commission and PepsiCo Food Systems Worldwide.