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 since 1995, primarily in EMC Global Services. Those years have given him a great perspective on EMC’s services as well as EMC’s customers. Alan has spent much of his career interacting directly with customers in all sorts of situations, and he’s currently responsible for the global technical support organization for EMC Unified Storage platforms. Prior to that, Alan was responsible for customer engagement related to EMC’s account management services. He worked directly with senior EMC executives and customers to address concerns and enhance customer relationships. Alan honed his technical and management skills within EMC’s product support and manufacturing organizations. He’s applied his deep knowledge of EMC’s technology to develop the technical skill sets of many services teams.

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