Origins with James Andrew Miller: Episode Summary – "Dell Technologies Podference Interview with Erik Day"

Release Date: May 20, 2022

In this compelling episode of Origins with James Andrew Miller, host James Miller engages in an in-depth conversation with Erik Day, Senior Vice President and Global Executive Chair for Small Business at Dell Technologies. The discussion delves into Erik’s extensive tenure at Dell, the company’s strategic adaptations during the global pandemic, innovative initiatives like Podference, and visions for the future of technology services for small businesses.

1. Erik Day’s Journey at Dell Technologies

Background and Early Career

Erik Day shares his personal journey, highlighting his decision to join Dell Technologies shortly after graduating in 1998. Initially unhappy with his first job in Houston, Erik was drawn to Dell’s burgeoning consumer business, which was expanding rapidly by selling PCs online.

“I loved what I did, I loved what the company stood for. And I haven't stopped ever since. And here I am, 23 years later, running one of the most important global jobs at Dell.”
— Erik Day [01:46]

Tenure and Growth

Over 23 years, Erik has grown within Dell, eventually overseeing one of the company’s most critical global divisions focused on servicing small businesses worldwide.

2. A Day in the Life of Erik Day

Role and Responsibilities

Erik describes his daily routine, emphasizing the extensive use of virtual meetings to coordinate with his global team.

“I spend a majority of my day, especially my mornings and evenings, with my global team, so that I try to wrap my schedule around their schedules.”
— Erik Day [03:08]

Strategic Focus

His primary focus is shifting Dell’s brand from mere sales to advising, helping small businesses digitally transform to thrive in a technology-driven environment.

3. Navigating the Pandemic: Challenges and Adaptations

Customer-Centric Innovations

Erik outlines Dell’s swift response to the pandemic by addressing the surge in demand for technology. Dell assisted businesses in transitioning from in-office to remote operations, leveraging partnerships with platforms like Microsoft Teams and Zoom.

“We used technology to address the demand that was in the market and to help our small business customers pivot to really focus on digitally transforming their business.”
— Erik Day [05:07]

Marketing Pivot

Acknowledging the inappropriateness of their initial marketing message during the pandemic, Dell quickly revamped its campaign to focus on supporting customers through challenging times.

“We rebuilt our campaign to be all about meeting our customers where they were and that we were going to be here at home, around the world.”
— Erik Day [05:07]

Maintaining Company Culture

Internally, Erik prioritized diversity and inclusion, utilizing virtual events to maintain team morale and engagement.

“We used our ERGs, our employee resource groups. We started doing these lip sync battles and these talent shows and we became the center of joy for the entire company.”
— Erik Day [08:30]

4. Preserving Dell’s Culture Amidst Growth

Founder-Led Vision

Erik attributes Dell’s enduring culture to its founder-led approach, emphasizing a unified strategy across all divisions to serve customers comprehensively.

“We keep so incredibly focused on each other, because my success leads to medium business success, medium business success leads to corporate success, corporate success leads to Dell Technology select.”
— Erik Day [10:20]

Unified Organizational Structure

This integrated approach ensures that despite significant growth, Dell maintains a cohesive culture and strong employee connections.

5. Introducing Podference: Dell’s Virtual Conference for Small Businesses

Concept and Goals

Podference emerged as an innovative solution during the pandemic to replace traditional in-person conferences. It leverages the growing popularity of podcasts to engage the small business community.

“What if we use podcasts to bring our communities together on topics that are really important to them, using a piece of media that they're using more now than they've ever used before.”
— Erik Day [12:53]

Execution and Impact

Launched annually during Small Business Week, Podference has achieved significant reach and positive feedback, positioning Dell as a valuable resource beyond conventional advertising channels.

6. Reconnecting In-Person: The Brazil Conference Experience

Return to Physical Engagement

Erik recounts his first in-person visit to Dell’s team in Porto Alegre, Brazil, and participation in the South Summit conference post-pandemic.

“There is an importance for flexible work, but there's also an importance of being able to connect and engage in person.”
— Erik Day [16:09]

Conference Highlights

At South Summit, Erik addressed over 1,200 attendees on building diverse and inclusive teams, emphasizing the significance of reflecting customer diversity within businesses.

“Building a team of diverse and inclusive talent is crucial for your company to look and feel more like the customers you serve.”
— Erik Day [16:09]

7. Transforming Sales to Advisory Services

Shift in Customer Interaction

Erik discusses the evolution from traditional sales roles to becoming Dell Technology Advisors, focusing on understanding and solving customer challenges rather than pushing products.

“We created the Dell Technology Advisor. That was kind of our evolution from being inside sales representatives to true advisors.”
— Erik Day [19:52]

Enhancing Customer Relationships

By simplifying complex technological concepts, Dell empowers small businesses to manage their IT needs effectively, often serving as their IT department.

“We've broken a lot of these conversations down to the level that many of our small business customers who don't have IT staff can almost use us as their IT staff.”
— Erik Day [21:57]

8. Future Ambitions: Dell Apex and Technology as a Service

Vision for the Future

Erik shares Dell’s ambitious plan to expand Apex, a program aimed at providing technology as a service, making IT solutions more accessible and flexible for small businesses.

“Our ambition is how do we give you the access to the technology you need by one day never delivering anything to you?”
— Erik Day [24:25]

Simplifying Technology Management

Apex seeks to offer a subscription-based model, akin to a utility service, allowing businesses to manage their technology needs seamlessly with multi-cloud solutions.

“Make using technology as easy as possible so that they can make their teams as efficient as possible and they can reach their goals.”
— Erik Day [24:25]

Conclusion

In this episode, Erik Day provides valuable insights into Dell Technologies’ strategic initiatives aimed at empowering small businesses through technological innovation and advisory services. From navigating the challenges of the pandemic to pioneering new platforms like Podference and envisioning the future with Apex, Dell continues to reinforce its commitment to being a trusted partner for businesses worldwide.

“That's the way that we're going to make the world a better place.”
— Erik Day [24:25]

Erik’s passion for fostering inclusive cultures, coupled with Dell’s adaptive strategies, underscores the company’s pivotal role in supporting the growth and sustainability of small businesses in an ever-evolving digital landscape.

Notable Quotes:

• “I started at Dell about a year after undergrad... and here I am, 23 years later, running one of the most important global jobs at Dell.” — Erik Day [01:46]

• “We used our partnership with Microsoft and we used teams and Zoom... to really help our customers pivot.” — Erik Day [05:07]

• “We kept so incredibly focused on each other... because my success leads to medium business success, medium business success leads to corporate success.” — Erik Day [10:20]

• “Podference... using a piece of media that they're using more now than they've ever used before.” — Erik Day [12:53]

• “Our ambition is how do we give you the access to the technology you need by one day never delivering anything to you?” — Erik Day [24:25]

This episode offers a profound exploration of leadership, innovation, and customer-centric strategies within a leading technology company, making it a must-listen for entrepreneurs and business leaders seeking inspiration and actionable insights.