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.
38
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