Engage, Enable, Evolve

Engage, Enable, Evolve – This is the new mantra of the EMC Total Customer Experience team.  It is working it’s way into all of our communications.  And will be a point of focus at our EMC World TCE booth.E3

Engage the customer to understand their perspective

Enable them with new information and enable yourself with their feedback

Evolve to meet newly set expectations

Isn’t this a great idea for all of our interactions though?  Right now I am working to apply this to our TCE intranet page.  I covered the project in my last post.  I have engaged our teams in online discussions and brainstorming sessions on how we can make the page better and more efficient.  Next we have planned to enable them with drafts of team policies to cover what type of content we should share, how often it needs to be managed, and who is responsible for these actions.  Lastly we will evolve the page and our internal engagement model to meet user needs.  Sounds great right?

Things are always so much simpler in our minds though.  Our current sticking point is that so many potential users do not currently interact with the existing platform.  That means no one really has any feedback to give.  Learning a new interface is is not something people normally get excited about and it take the one thing nobody has, free time.

Thankfully leadership has agreed that a training session needs to happen.  I will have 30-40 minutes to go over the  platform, it’s functionality, and use cases.  Then I have to tell everyone it is changing.  I certainly don’t expect this to be easy.  I only hope that I can engage in some good discussion, enable new users to explore their options, and evolve a new plan for making improvements.

Talking about engagement feel free to make recommendations. 🙂


Setting the Scene


Most large companies have an internal network that they use to share information.  It can take many forms and often takes multiple forms at the same time.  During my time at EMC we have had eRooms, Wiki pages, electronic bulletin boards (who remembers tacboard?), the EMC Intranet page, and an array of closely guarded team websites. We even tried to create an internal social network that looked just like MySpace.  That lasted for about  two weeks.  Now we use EMC|ONE.  By far the most heavily adopted option; it still is not utilized as much as it could be considering there are so many remaining options to be cleaned up.  It looks very similar to the EMC Community Network.  That means that you can share documents and post announcements as well as starting discussions and posting questions.  The foundation for a great social network is in place.  That is the what.

Not too long ago I was part of the Customer Services – Customer Advocacy group.  We managed the survey that goes out when a customer closes out a service request.  Recently it was decided that we should become part of the Voice of Experience or VoX team.  That makes sense because they manage just about every other survey that EMC sends out.  This new team rolls up under the TCE or Total Customer Experience organization.  TCE includes VoX, Analysis & Reporting, Lean Six Sigma, Audit, and Customer Advocacy.  There are others but we are going to focus on these.  And yes this is a different Customer Advocacy group.  The people that make up these teams are the who.

Now that we have all had a little time to settle in I took a look at our shared EMC ONE spaces.  Some groups have a space and some don’t.  Some groups have content and some don’t.  Some groups have a shared layout…  You get the idea.  The biggest issue is that it is all out of date.  Being a fan of EMC|ONE I decided we needed to do something about this.  Go me!   I decided this without asking for input.  Bad me.

This is where I am starting from.