[Data Geeks Podcast]: How Big Data Intelligence and Connectivity Enhance Your Support Experiences

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Is your business going through a digital transformation? Are you tasked with breaking down data walls, reviewing data quality and moving data to a platform that can support quick analysis, all while continuing to provide value back to your business stakeholders?

When you hear the phrase digital transformation, customer support probably isn’t the first thing to come to mind. You may think of cars, thermostats, refrigerators or agriculture. But where in an organization could digital transformation have more impact than support? After all, it is a company’s service that often sets it apart from the competition.

At Dell, we’ve been going through our own digital transformation to lessen the burden on our customers, and the support engineers and technicians who serve them. This hasn’t happened overnight. We’ve been delivering support services for 30+ years so changing the way we engage with our customers isn’t a light switch, it’s an ongoing journey.

Today I want to share the first in a three-part podcast series called A Conversation with Two Data Geeks, which provides insight into our transformation and how we’re leveraging big data to make it real. This series features two of the experts responsible for leading the transformation – Michael Shepherd and Dr. Rex Martin. You will hear how they did it, what they learned and where they want to go next. I encourage you to share your own digital transformation stories. We can all learn from one another as we keep innovating –knowledge positions us to better serve our customers.

A Conversation with Two Data Geeks, Part 1 of 3: How Dell is Transforming Customer Support with Big Data

Leveraging big data intelligence to enhance customer support experiences starts with connectivity. As customers stay connected to Dell through our connectivity technologies Secure Remote Services and SupportAssist, we are able to harness the power of big data intelligence to better serve them because we have more current, high-value information about their systems’ health. We pair this information with other data including manufacturing, repair, part supply and call log. The result is issue prevention, faster resolution and a better overall support experience.

Meet our data geeks in Vegas, April 30 – May 3!

Want to learn more about predictive customer intelligence? Come meet our data geeks in person at Dell Technologies World, and hear how they use data science and Dell technologies to predict personalized outcomes and recommend preventative actions for our customers. Join their “Predictive customer intelligence: Using data science to transform the customer service experience” presentation.


Rex Martin, Ph.D. | Director, Advanced Proactive Services

Dr. Martin holds 8 U.S. patents in cognitive computing and artificial intelligence (AI). His current focus is leveraging Deep Learning methods to enable a competitively differentiated customer service experience. In 2016, his team won the Technology Services Industry Association award for Innovation in the Transformation of Support Services for MyService360. He has also received Presidential awards for innovation from EMC, Oracle and Sun Microsystems.

Michael Shepherd | AI Research Technologist

Michael holds U.S. patents in both hardware and software and is a Technical Evangelist who provides vision through transformational AI data science. With experience in supply chain, manufacturing and services, he enjoys demonstrating real scenarios with the SupportAssist Intelligence Engine showing how predictive and proactive AI platforms running at the “speed of thought” are feasible in every industry.

About the Author: Kevin Whitlow

With more than 20-years of operations and technology services delivery experience, Kevin Whitlow serves as Senior Vice President of Dell EMC Support and Deployment Services Product & Engineering Group. Kevin’s organization is responsible for the design, development and marketing of Dell EMC services programs and related customer tools. He also directs the group’s channel partner strategy and manages the Services Engineering Group which is responsible for product and services readiness, serviceability engineering, and operational governance and efficiency. Kevin previously led Dell’s Americas Commercial Support Services and Global Technical Account Management team which provides support and account management services to business customers in Canada, the United States, and Latin America. He also had global responsibility for operationalizing acquisitions. Prior to this, Kevin held senior management positions in Dell’s Field Services and Logistics organizations. Kevin joined Dell in 1999 from PepsiCo Food Service where he served in a number of leadership positions including Vice President of Operations. Kevin earned a Bachelor of Science in Industrial Engineering from the University of Louisville.
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