Alan Walsh
A 16-year veteran of EMC, Alan has a rich history in EMC's Global Services organization. He is currently responsible for customer engagement related to EMC’s account management services.

Alan is an experienced customer service professional who has represented EMC in countless customer situations and professional gatherings. He has an established network of contacts across the industry and has collaborated with them extensively to drive service excellence.

Prior to this role, Alan was most recently responsible for global escalation management – working directly with customers and EMC executives to address concerns and enhance account relationships. Before his customer-facing roles, Alan held technical and management roles within EMC’s product support and manufacturing organizations. Here he honed his focus on product knowledge and learned how to leverage this knowledge to develop the technical skill sets of a services team.
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Is Social Media Replacing Traditional Technologies?
Written on February 28, 2012 by in IT Transformation

I’ve commented many times in the past about the adoption of Smartphone technology and how our daily lives are becoming more dependent on these very useful tools. As the rate of app development continues its exponential rise, the younger demographic is shifting to online tools and away from traditional ones. Is it the beginning of the end for SMS?

Smartphones are rapidly evolving and allowing us to communicate faster, to a broader audience, and most importantly in a manner that doesn’t mean extra costs. A recent example is the advent of Apple’s iMessage – with no cost associated as long as you’re on a WiFi connection. There is also direct access to Facebook and an array of chat and messaging software that doesn’t come with extra costs for usage.

With all of this change going on, it’s becoming more important than ever to observe the younger demographic and their adoption of technology. This is where SMS may continue to take a hit. If I have an app that allows me to contact my friends at no extra charge (and I can take my pick of any one of those), then why would I use SMS? In their defense, many service providers have a myriad of optional packages that include a large number of SMS messages for free in the billing cycle. However, has the SMS technology become obsolete, in favor of “cooler” or more modern methods? Again, the younger demographic will provide this answer.

This will be an interesting evolution because one thing is certain – these technologies will also become viable work tools. Just as Facebook and Twitter have become legitimate business tools, we can expect new tools that enable real-time information sharing to become more commonplace too. In EMC customer support, we’ve long seen and acknowledged the demand from customers to access support through a wide variety of channels. Where do you think this will take us?

“The opinions expressed here are my personal opinions. Content published here is not read or approved in advance by EMC and does not necessarily reflect the views and opinions of EMC nor does it constitute any official communication of EMC.”

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