Great customer experience should involve collaboration and engagement, according to Marco Bill-Peter, VP of Customer Experience and Engagement for Red Hat, Inc. “We made Red Hat consumable for the enterprise, but we also interact with customers in a collaborative way,” he told theCUBE during Red Hat Summit 2015.

Every issue creates knowledge

The man who doesn’t hesitate to pick up the phone encourages his team to engage in proactive support. “Every issue creates knowledge,” he says. The support team acquires content “on the fly that describes the voice of the customer.” With that content, Red Hat examines the data to create rules that will help prevent the issue from reoccurring.

No longer the underdog, Red Hat recently announced Access Insights, which provides customers with operational analytics. The service helps customers proactively prevent and resolve issues that impact critical business operations and allows greater visibility into a company’s Red Hat infrastructure.

“A customer provides us with minimal data in a secure fashion,” says Bill-Peter. “We match that footprint against a known issue and report back with specific recommendations.”

Watch the full interview below, and be sure to check out more of SiliconANGLE and theCUBE’s coverage of Red Hat Summit 2015.

Image source: Red Hat, Inc.