CIO opinion
CIO OPINION
“
ONE OF THE
BIGGEST CHALLENGES CIOS
FACE IS ENSURING THEY’RE
ABLE TO DELIVER VALUE
FROM THEIR CLOUD AND
DIGITAL TRANSFORMATION
PROJECTS AT COST.
//////////////////
Lee James, CTO EMEA at Rackspace
Industry expert reveals
the secret to customer
success in the cloud
Business transformation
is critical to survival in
modern industry as new
technologies revolutionise
the way we operate. Lee
James, CTO EMEA at
Rackspace, discusses how
the company is helping its
customers accelerate their
value to the cloud and
ensure they have the right
support in place for their
transformation journey –
critical to cloud success.
46
INTELLIGENTCIO
W
What has been key to
Rackspace’s success?
Primarily, the key is our culture. We have
identified that any efforts to build a
culture of trust between business and
customer will be meaningless if the same
principles of trust and transparency are
not reflected within the businesses’ own
ethos and working culture.
By creating a customer-centric in-
house culture, we can offer a fanatical
experience to our customers across the
business, no matter what the touchpoint
or service.
An example of this is one of our customer
services team members was helping a
customer and when in conversation, they
heard that the customer was going to be
in the office for a while and would miss
dinner at home. The Racker bought the
customer a pizza and had it delivered to
their desk.
This is just one example of how we
thrive to provide not just fanatical
support, but a wholly fanatical
experience for our customers.
The second factor is our evolution.
We have gone from a competitor to a
trusted partner of the global public cloud
players, like GCP, AWS and Azure. Unlike
most service providers – and certainly
the big cloud players – we take a wholly
unbiased approach to cloud migration,
so our customers know that we are
advising them to take the cloud platform
that will achieve the best outcome for
each project.
www.intelligentcio.com