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EMC uses conference to collect feedback in real-time

I am attending EMC’s customer and partner forum, EMC World, this week.  This year’s theme is TRANSFORM IT + Business + Yourself.   As always, EMC is putting on a great event with endless opportunities for customers and partners to engage in the strategic direction EMC is leading in their industry through executive keynote speeches, breakouts, and one-on-one interactions.EMC Total Customer and Partner Experience

We all come to expect a lot of "one way" communication at conferences — but at EMC World, there is something very special going on when it comes to EMC listening and learning from their customers and partners.   For the 15,000+ attendees from 100+ countries that have come to Las Vegas this year, there is a new kind of opportunity to provide feedback about EMC’s people, products, services and support all while they attend the conference.

In the registration packets and around the conference floors, attendees see a QR code that takes them directly to an online feedback form designed around their experiences and interactions with EMC. Different topics are presented for different types of attendees, further customizing the experience and the richness of information provided.  The feedback form has been optimized by Walker for customers and partners providing feedback directly from their mobile phones during the conference.
EMC World customer listening
In the exhibition hall, a Star Wars-themed booth (made complete with Darth Vader and dancing storm-troopers…) beckons customers and partners to chat directly with EMC Total Customer/Partner Experience leadership and interact with SMEs from all major EMC business units.  Stopper-bys also learn more about all kinds of actions and initiatives EMC has taken based on their past feedback and are encouraged to add into the dialog with their ideas for the future.

EMC provides a great example of integrating the Voice of the Customer and Partner into a channel where customers are already actively engaged.   If you happen to be attending EMC World, or are interested in doing something similar for one of your events, post a comment — I’d love to hear from you.

Krista Roseberry
VP, Consulting Services

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