Senior Customer Experience Executive with a proven track record influencing leadership to develop a Unified Net Promoter Score program company-wide while engaging with customers, partners and employees to drive quality, innovation and continuous improvement into our Solution and Service portfolio. Most recently served as DELL Chief Customer Office Vice President, Voice of Customer Information Analytics, Intelligence and governance platform for 2 years during the DELL/EMC acquisition. Dell/EMC is reshaping the Industry through IT transformation, combining leading infrastructure, data storage, and data protections solutions and services on behalf of our customers. In this role, I focused on leveraging big data, and customer sentiment to proactively drive continuous improvements in technology, process, data quality, information management and employee engagement to drive optimal customer experience.
Previously she led EMC’s Total Customer Experience Program for EMC Corporation from 2013-2016 with revenues of $24.5 billion and 60,000 people worldwide. In this role, Carolyn had operational responsibility for engagement with EMC’s customers, partners, and employees to drive quality, innovation and continuous improvement into its products, services and business operations. Under her leadership, EMC’s Total Customer Experience program has been recognized by the Technology Services Industry Association (TSIA) for its Innovation in Customer Commitment, Temkin Group for Customer Experience Excellence and Customer Experience Professionals Association (CXPA) for Customer Experience Impact.
Prior to this role, she led EMC’s Engineering Lab (E-Lab) in multiple leadership capacities for 10+ years globally (1993-2003). In this role, she led a team that worked closely with EMC customers, partners, vendors and competitors to promote integration across every major platform, operating system, and network element available for customer consumption. EMC’s E-Lab is a global operation considered the industry’s premier brand for rigorous, end-to-end interoperability testing and the development of “best-in-class” integrated solutions. E-Lab pushes the limits of EMC and third-party product storage network functionality, performance, and scalability in real-world scenarios, resulting in industry-leading reliability. E-Lab conducts rigorous, end-to-end interoperability testing, spanning major platforms and operating systems, creating a deep body of knowledge—about both complete environments and customer use cases. Customers can deploy leading-edge technology and accelerate their journey to a scalable, automated, and full-featured cloud data center built on E-Lab’s promise—to provide the highest level of interoperability assurance and support every configuration we qualify.