Collaboration and engagement = Great customer experience | #RHSummit
by Heather Johnson | Jun 25, 2015
Great customer experience should involve collaboration and engagement, according to Marco Bill-Peter, VP of Customer Experience and Engagement for Red Hat, Inc. “We made Red Hat consumable for the enterprise, but we also interact with customers in a collaborative way,” he told theCUBE during Red Hat Summit 2015.
Every issue creates knowledge
The man who doesn’t hesitate to pick up the phone encourages his team to engage in proactive support. “Every issue creates knowledge,” he says. The support team acquires content “on the fly that describes the voice of the customer.” With that content, Red Hat examines the data to create rules that will help prevent the issue from reoccurring.
No longer the underdog, Red Hat recently announced Access Insights, which provides customers with operational analytics. The service helps customers proactively prevent and resolve issues that impact critical business operations and allows greater visibility into a company’s Red Hat infrastructure.
“A customer provides us with minimal data in a secure fashion,” says Bill-Peter. “We match that footprint against a known issue and report back with specific recommendations.”
Forgot Password
Almost there!
We just sent you a verification email. Please verify your account to gain access to
Red Hat Summit 2015 | Boston. If you don’t think you received an email check your
spam folder.
In order to sign in, enter the email address you used to registered for the event. Once completed, you will receive an email with a verification link. Open this link to automatically sign into the site.
Register For Red Hat Summit 2015 | Boston
Please fill out the information below. You will recieve an email with a verification link confirming your registration. Click the link to automatically sign into the site.
You’re almost there!
We just sent you a verification email. Please click the verification button in the email. Once your email address is verified, you will have full access to all event content for Red Hat Summit 2015 | Boston.
I want my badge and interests to be visible to all attendees.
Checking this box will display your presense on the attendees list, view your profile and allow other attendees to contact you via 1-1 chat. Read the Privacy Policy. At any time, you can choose to disable this preference.
Select your Interests!
add
Upload your photo
Uploading..
OR
Connect via Twitter
Connect via Linkedin
EDIT PASSWORD
Share
Forgot Password
Almost there!
We just sent you a verification email. Please verify your account to gain access to
Red Hat Summit 2015 | Boston. If you don’t think you received an email check your
spam folder.
In order to sign in, enter the email address you used to registered for the event. Once completed, you will receive an email with a verification link. Open this link to automatically sign into the site.
Sign in to gain access to Red Hat Summit 2015 | Boston
Please sign in with LinkedIn to continue to Red Hat Summit 2015 | Boston. Signing in with LinkedIn ensures a professional environment.
Are you sure you want to remove access rights for this user?
Details
Manage Access
email address
Community Invitation
Marco Bill-Peter - Red Hat Summit 2015 - theCUBE
Collaboration and engagement = Great customer experience | #RHSummit
by Heather Johnson | Jun 25, 2015
Great customer experience should involve collaboration and engagement, according to Marco Bill-Peter, VP of Customer Experience and Engagement for Red Hat, Inc. “We made Red Hat consumable for the enterprise, but we also interact with customers in a collaborative way,” he told theCUBE during Red Hat Summit 2015.
Every issue creates knowledge
The man who doesn’t hesitate to pick up the phone encourages his team to engage in proactive support. “Every issue creates knowledge,” he says. The support team acquires content “on the fly that describes the voice of the customer.” With that content, Red Hat examines the data to create rules that will help prevent the issue from reoccurring.
No longer the underdog, Red Hat recently announced Access Insights, which provides customers with operational analytics. The service helps customers proactively prevent and resolve issues that impact critical business operations and allows greater visibility into a company’s Red Hat infrastructure.
“A customer provides us with minimal data in a secure fashion,” says Bill-Peter. “We match that footprint against a known issue and report back with specific recommendations.”
