NEWS
NEWS
NEWS
EMC delivers predictive, proactive customer support | #emcworld
EMC Corp. Customer Service President Kevin Roche says that his department can now leverage data to create a more “predictive, proactive, solutions support model.” Roche also sees interesting results from “leveraging big data and providing analytics in a closed-loop process,” he said in an interview with theCUBE during EMC World 2015.
Solutions across the Federation
From a customer service perspective, Cloud becomes a part of the solutions support model. “Cloud drives a different type of behavior and information,” Roche said. “Once you start talking about Cloud, Big Data and trust, you really start talking about these things as solutions across the Federation.”
Roche noted that in a solutions-oriented market, EMC customers don’t necessary call about product, but call EMC to help diagnose issues that fall outside of the EMC platform. He added that social media plays an important role in customer communication.
“We get information from social media that drives customer experience,” he said. “It provides agile feedback that we need to move on quickly.”
Watch the full interview below, and be sure to check out more of SiliconANGLE and theCUBE’s coverage of EMC World 2015.
A message from John Furrier, co-founder of SiliconANGLE:
Support our mission to keep content open and free by engaging with theCUBE community. Join theCUBE’s Alumni Trust Network, where technology leaders connect, share intelligence and create opportunities.
- 15M+ viewers of theCUBE videos, powering conversations across AI, cloud, cybersecurity and more
- 11.4k+ theCUBE alumni — Connect with more than 11,400 tech and business leaders shaping the future through a unique trusted-based network.
About SiliconANGLE Media
SiliconANGLE Media is a recognized leader in digital media innovation, uniting breakthrough technology, strategic insights and real-time audience engagement. As the parent company of SiliconANGLE, theCUBE Network, theCUBE Research, CUBE365, theCUBE AI and theCUBE SuperStudios — with flagship locations in Silicon Valley and the New York Stock Exchange — SiliconANGLE Media operates at the intersection of media, technology and AI.
Founded by tech visionaries John Furrier and Dave Vellante, SiliconANGLE Media has built a dynamic ecosystem of industry-leading digital media brands that reach 15+ million elite tech professionals. Our new proprietary theCUBE AI Video Cloud is breaking ground in audience interaction, leveraging theCUBEai.com neural network to help technology companies make data-driven decisions and stay at the forefront of industry conversations.
