Years ago, you came to work, did your job, and left. Now, multiple generations in the workplace want to love what they do, want to grow within a company, and want to feel inclusive and valued.
My name is Jessica Kline and I help define the customer experience here at EMC.
Here at EMC, I work on the internal and executive communications team. It may sound the direct opposite of working externally with our customers, but I do play a role in our customers’ experience every day.
I mentioned that nowadays people, especially recent college grads (like me), want to love their job and want to feel inclusive and valued. Well, if my team makes our employees love what they do, then that contagious energy will sprinkle all over our customers. Our customers will see and feel our passion and want to be a part of that. A happy employee = a happy customer.
I work every day to make our brand magnetic, work to make this massive company feel personable while still feeling global, and work to leave no one confused that EMC is truly the best company to not only work for, but to work with.
Earlier this month, our Total Customer Experience team invited the company and our customers to celebrate EMC’s “Total Customer Experience (TCE) Day,” which aligned with global “CX (Customer Experience) Day”. The non-profit group, the Customer Experience Professionals Association, who founded CX Day recognizes it as a day to celebrate great customer experience and the professionals who make it happen.
Every individual at EMC, no matter the role, impacts our customers. This collective impact is what truly defines EMC’s customer experience, so no wonder EMC celebrated TCE Day in a big way. On October 7th, 13 EMC offices in 7 countries hosted onsite events and there was also significant social engagement, including a “Virtual Celebration”.
At EMC headquarters in Hopkinton, MA, there was a great keynote by former NFL player, Doug Flutie, executive engagement from our Sales, HR, Services & Product Operations leaders, as well as a panel discussion with EMC customers and partners. There was also an interactive demo of the brand new “Experience Analytics Showcase”, which features data visualizations and customer feedback examples and just launched on emc.com!
My favorite aspect of this experience was definitely the “Share Your Story” campaign on our company social intranet site. Employees were asked to share how they define the customer experience. The results? Over 500 employees from 18 countries shared how they impact the customer experience. From engineers, marketing folks, executives, finance members and customer service teams…everyone loved to share how they defined EMC’s TCE.
Here at EMC, we celebrate our customers and employees 365 days a year and I couldn’t be prouder to be a part of that contagious energy every. single. day.