Dell’s Canada Customer Advocate Discusses Helping Customers Remove Digital Transformation Barriers
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November 27, 2020

The Canadian Business Unit Leader and National Director of Services for Dell Technologies Canada, Marc Mondesir describes himself as a customer advocate, but most importantly a problem solver.

Since the start of Mondesir’s career at Dell Canada in 1998, he has always focused on helping customers remove obstacles to better achieve their goals. Some of those obstacles can be more daunting than others such as the recent COVID-19 pandemic and lockdown, while others more traditional, like digital transformation. But regardless of how challenging the obstacle can be, Mondesir always works in customer’s point of view rather than basing his strategy purely on his past successes.

And the marketplace today admittedly is like no other time in modern history because of COVID-19. In the last 200 days or so of the pandemic, Mondesir has had to switch gears in terms of his customer approach. He has been positioning digital transformation as a competitive advantage for business for five years, but the pandemic and subsequent lockdown has accelerated that push to transform.

“Digital transformation has gone from providing a competitive advantage to a necessity. And as-a-service solutions compliment that as it helps the customer consume in a flexible way,” he said during the Jolera Interview Series.

Mondesir displays a large quote on his LinkedIn page: “Be the change you want to see in the world.” That quote is from Mahatma Gandhi, Indian social activist.

“I take this quote seriously, and it’s an ode to being anti-consumption, and it speaks to the sign of the times. Things are complicated now with politics, diversity, inclusion issues, and it can be overwhelming. Words are like jet fuel, and it sparks a lot of emotion in people. What I tell myself is happiness is to focus on what you can control. You can look at the world’s problems, but what can I control? I can control my actions and show up every day, and this quote reinforces that.”

Mondesir has his own take on diversity too within the industry. Certainly, he says, there are inequities in pay and power, but there is also an unconscious bias that both fascinates and scares him too.

“There’s a quote out there that ‘software is eating the world,’ and it’s true. Software is everywhere, and it is automating a lot of the aspects of our lives. Software is a series of algorithms. People program those algorithms to interpret the world, so the person who builds these algorithms, if they have inherited biases, may end up coding them into the software. What does that do to the fabric of our society? Could we find ourselves going back to the drawing board in terms of the progress we have made this far?”

During the interview, Mondesir also talks about Dell’s innovation, the long-term impact of the COVID-19 pandemic, and reflects on his time running an all-ages dance hall.

 

By Paolo Del Nibletto

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