Company veteran Brian Lillie will assume the role of Chief Product Officer at colocation company Equinix, effective as of October 1st. In this newly created role, Mr. Lillie will lead Equinix’s product management, design, development and engineering teams – as part of the company’s new Global Product organization.
Brian Lillie has served as the Chief Customer Officer (CCO) of Equinix since September 2016, and served as the Global CIO for the previous eight years.
In his new role as Chief Product Officer, Mr. Lillie will shift his focus from shepherding the customer journey and experience at Equinix to driving the products and services strategy and development for the colocation company. Global products that Lillie will oversee include Equinix’s colocation, interconnection and services product portfolio, including the Equinix Cloud Exchange, IBX SmartView platform, Customer and Marketplace Portals, and the Equinix API developer platform.
“Equinix is experiencing an amazing level of growth, and we need to accelerate our efforts on ‘customer-inspired innovation,’ especially in ideating, curating and executing our next-generation product and services strategy,” said Brian Lillie, Chief Product Officer, Equinix. “We are laser-focused on delivering products and services that meet the expanding and evolving needs of our 9,500+ customers around the world. And as I step into this new role leading the next chapter of Equinix innovation in the interconnected digital economy, I am excited Laura has moved up to lead the Global Customer Success organization. She has a strong track record in cultivating customer-focused business environments, and we are thrilled with the success she has already helped the team achieve.”
New Chief Customer Officer (CCO)
Equinix also announced Laura Ortman has been promoted to the role of Chief Customer Officer (CCO), taking over leadership of Equinix’s Global Customer Success organization as Mr. Lillie steps into his Chief Product Officer role. In this role, Ortman will define and implement an enterprise-wide customer experience vision to help drive customer loyalty and retention. She will now be responsible for leading the Equinix “customer-centric” strategy and will lead several teams, including Customer Success Management, Customer Project Management, Customer Care Enablement, Global Service Desk, Global Escalations, and Customer Experience.
Laura Ortman joined Equinix in January 2017 as Senior Vice President of Global Customer Care and Experience. She is a seasoned industry veteran and joined Equinix from VMware, where she led the Global Sales and Customer Success team, the Global Customer Experience team, and was one of the Co-GMs for the Cloud Services business unit.
“As I step into the role of CCO, I’m thrilled to lead the Global Customer Success Organization and continue to drive our customer-centric strategy to create a truly differentiated experience for our customers,” said Laura Ortman, Chief Customer Officer at Equinix. “I look forward to leading this talented global team and instilling the voice of our customers into and across our global cross-functional teams, as we create extraordinary experiences for our customers as they drive their digital transformations. And most of all, I am excited about extending the ‘Magic of Equinix’ culture to our customers and placing them at the center of everything we do.”