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Kevin Roche | EMC World 2015

312 views · Published 6 May 2015 · 18:08 · Indexed 12 November 2026

Channel: SiliconANGLE theCUBE · 2015 · Science & Technology

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EMC delivers predictive, proactive customer support | #emcworld
by Heather Johnson | May 10, 2015

EMC Corp. Customer Service President Kevin Roche says that his department can now leverage data to create a more “predictive, proactive, solutions support model.” Roche also sees interesting results from “leveraging big data and providing analytics in a closed-loop process,” he said in an interview with theCUBE during EMC World 2015.

Solutions across the Federation
 
From a customer service perspective, Cloud becomes a part of the solutions support model. “Cloud drives a different type of behavior and information,” Roche said. “Once you start talking about Cloud, Big Data and trust, you really start talking about these things as solutions across the Federation.”

Roche noted that in a solutions-oriented market, EMC customers don’t necessary call about product, but call EMC to help diagnose issues that fall outside of the EMC platform. He added that social media plays an important role in customer communication.

“We get information from social media that drives customer experience,” he said. “It provides agile feedback that we need to move on quickly.”

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