Big Data

Constant Evolution Through Data Science

Alan Walsh By Alan Walsh Vice President, Customer Service Escalation Management April 13, 2012

I have recently moved into a new role, and it’s been a fun ride for the past two months learning and understanding a different part of the EMC Customer Support business. With the explosive growth that EMC has been going through during the past number of years, every organization has developed a “constant evolution” mentality that results in continuous improvement in every area.

Critical to this mentality is the ability to remain focused on the big picture, the end goal – the ability to remain laser-focused on customer satisfaction. While it may seem like a simple concept on the surface, the nuances that are required to effect change on customer satisfaction are numerous. That’s where the data comes into play.

If you haven’t done so already, check out Frank Coleman’s many blogs on data science and you’ll see why this is such a hot topic in the industry right now. The ability to know, understand, trend, and even predict the direction of change is paramount to evolution and success. The key to this is in knowing the right levers to pull at what time. The right training and data analysis enables this, and allows educated and calculated risk-taking to achieve greater success.

At an EMC level, our organization has been able to make considerable progress in the past business quarter, through intense data focus and identification of the contributing factors that determine the business outlook. Work volume is being addressed in new ways, and significant gains are being realized. I’d share the actual numbers, but need a little more run time to ensure success!

On a broader level, Frank’s recent blog “Are Data Scientists Hiding in the Shadows” covers a really important business focus area that all of us should consider when forecasting future business plans. At the upcoming EMC World (May 21-24, 2012), there will be many discussions and breakout sessions on this topic alone, and these are definitely worth attending.

Will you be joining us in Vegas? If you’re a fellow blogger, make sure you sign up for the Blogger’s Lounge!

Alan Walsh

About Alan Walsh

Vice President, Customer Service Escalation Management

Alan has been with EMC (now Dell EMC) since 1995, primarily in Services. Those years give him a unique perspective on the Dell EMC Services portfolio as well as global customers. Alan spent much of his career interacting directly with executive customers in all situations and geographies, and is currently responsible globally for Escalation Management in the Dell EMC Services team.

Prior to this, Alan had global business leadership roles responsible for Remote Delivery for the EMC Data Protection and Availability portfolio, Unified Storage Division (1000+ team), and proactive customer engagement related to EMC’s Elite Program and Account Management Services. In these roles Alan also worked directly with both EMC and customer executives as needed on business problems and growing customer relationships.

Alan honed his technical, leadership and change management skills within EMC’s Support and Manufacturing organizations, and has applied his deep experience of EMC’s technology to grow the skill sets of both internal and partner service teams.

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