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Tuesday 13 October 2020

Surrounding services at Google Cloud

Google Cloud logoWe’ve had the opportunity to spend some (virtual) time with Google Cloud recently to see how the approaches and capabilities that surround its core technology offerings are developing. Getting these right - such as improving the customer experience (CX) for its own customers - is part and parcel of its large enterprise growth strategy. 

There is an extensive CX programme in place that includes a dedicated Digital Transformation professional services practice within EMEA and a new Customer Success function designed to help customers with adoption and to achieve business outcomes and value from the cloud. It should be a meaningful move - suppliers like Salesforce with long established Customer Success functions have demonstrated the value of this approach.

What is emerging is a focus on business outcomes backed by commercial models, risk sharing and value based success metrics. This denotes growing maturity in a go-to-market approach that is moving from measuring success based on technical implementations to business outcomes. Not all engagements are being primed like this - and Google Cloud is clear that partners are core to how its operates - but there is a definite direction of travel to provide a higher level of value-based services. What is looking likely, is that Google will take on some of the riskier proof-type work, with partners able to build on that via direct relationships with customers and Google validating the architecture and best practice. 

There are also notable developments around AI/ML. As a technology area this has been one of Google Cloud’s USPs (see here and here for illustrative examples) but rapid advances by Amazon Web Services and Microsoft are putting that under pressure while the market is also evolving as customers look for more than pure technical offerings. Product releases address some of these developments but there is also a move towards AI Services based on value based fees for customers looking for custom AI solutions. 

From what we’re seeing, Google Cloud is making progress in the areas that surround its core technology which is vital when elevating customer conversations from the technical to measurable business value. 

Posted by: Angela Eager

Tags: cloud   AI   machinelearning   professionalservices   hyperscalers  

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