EMC Total Customer Experience

Experience Analytics Showcase

Click to View E2E
Visualization

End-to-End Account Dashboard

EMC has developed a customizable view of key account data—revenue, product quality, customer service satisfaction, Net Promoter Score rankings and industry benchmarking—to serve customers in a more personal and relevant way. This visualization shows data for three Enterprise customers.

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Click to View CS Field Deployment
Visualization

Onsite Service Engagement

With operations in 86 countries, it is critical that EMC customers have access to skilled onsite service experts when and where they need it. This visualization provides a 24-hour view of service team engagement around the world—from the initial customer request to the completed activity.

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Click to View Onsite Service Tracker
Visualization

Onsite Service Tracker

Customer feedback led to the creation of a prototype tool to help customers plan and manage EMC service team visits to their data centers. This visualization shows how customers and EMC teams can track when activity takes place compared to the anticipated schedule, which allows both groups to address discrepancies and work towards greater operational efficiencies.

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Click to View Service Requests
Visualization

Customer Service Experience

Customers who utilize remote connectivity to proactively monitor their environments experience greater satisfaction and faster issue resolution. This visualization illustrates remote connectivity adoption by country and product.

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Click to View ECN Screen
Visualization

EMC Community Network

With 300,000+ registered members, the EMC Community Network (ECN) is a vibrant online destination to connect with technical peers, engage in targeted discussions and get answers to common product questions. This visualization shows ECN’s extensive topic list, recent traffic growth and global reach.

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Cole Nussbaumer Knaflic

"The most successful data visualizations use a sensible display, are absent of clutter, make it clear where the audience should focus and why, and - most importantly - tell a story."

Cole Nussbaumer Knaflic, Founder, Storytelling with Data

Total Customer Experience Program Case Study
Overview

Total Customer Experience Program

EMC listens to customers through a variety of platforms, including surveys, social media and 1-on-1 interviews. EMC measures the experience through comprehensive Voice of Customer, Partner and Field programs and product quality scorecard, which allows us to map trends and progress across and within countries, industries, individual accounts and diverse product portfolio.

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Product Improvement & Innovation Case Study
Practical Example

Product Improvement & Innovation

Customer feedback and data analysis are critical to developing and enhancing products. EMC’s customer experience professionals collaborate with product and engineering teams to ensure the customer voice is deeply integrated in the product lifecycle process.

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Ask the Expert Case Study
Practical Example

Ask The Expert Program

A dynamic way to connect customers and partners to EMC technical experts via multi-lingual online and social media discussions. These interactive conversations provide insight and support on specific product and service topics. The program is rapidly expanding based on strong community engagement.

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Leong Weng Ling

“The mere fact that the head of the local business in Singapore will sit down and work out solutions with us is a far cry from other vendors…we can count on everyone. It comes back to how EMC treats their customers—a perfect balance of respect and empathy.”

Leong Weng Ling, CTO, AIA Singapore



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"EMC has proven that it cares about our success and our satisfaction."

Kevin Murphy, CTO, TIAA-CREF

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Joe Tucci

"We have the people here that can make a difference... We are here to listen to you and help you make a difference in your company's mission. One of the most rewarding things...to me is how you [customers] feel about us. This past year you rewarded us with the highest customer satisfaction and net promoter scores in our history and I really want to thank you."

Joe Tucci, Chairman and CEO, EMC



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To understand customers, employees must walk in their shoes.

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Phil Bounsall

"EMC is far out in front of the pack, using advanced analytics to predict customer sentiment and behaviors. What really sets them apart is the culture of acting on this customer intelligence to create real business impact."

Phil Bounsall, President, Walker Information, Inc.