The digital landscape is evolving at a breathtaking pace. PagerDuty and our customers are at the forefront of this transformation, continually redefining operational excellence in the era of AI and automation. We launched PagerDuty on Tour in May to showcase our solutions and help attendees expand their skills and hear real-world stories on using incident management, AI and automation to unlock efficiency, accelerate productivity, and mitigate risk. We’re halfway through our global journey with PagerDuty on Tour. We’ve traveled from New York to San Francisco to London, bringing together hundreds of visionaries and leaders from modern digital enterprises like Snowflake, Zendesk, TD Bank, Pinterest, Wayfair, Spotify, AWS and Slack.

During the Product Keynote, PagerDuty Chief Product Officer Jeff Hausman, announced powerful new innovations and capabilities of the PagerDuty Operations Cloud, including the ways that we’ve leveraged Generative AI across the platform to drive efficiency and reduce toil. Also highlighted were four new solutions from PagerDuty to address challenges in incident management, automation, operations center modernization, and customer experience transformation. 

We’ve gathered key highlights from the sessions to provide an overview of the insights shared by our customers on how to drive operational transformation as a modern digital business.

Building Resilient Operations with AI and Automation

AI and automation are fundamentally reshaping how organizations manage their digital infrastructure. During PagerDuty on Tour, speakers shared how they’re leveraging AI and automation to drive efficiency, scalability, and innovation within their organizations. Throughout the tour so far, our customers have shared ways their operations have become more resilient and forward-thinking. 

Sunny Bedi, Chief Data and Information Officer at Snowflake, shared how they were able to achieve significant results using PagerDuty. “We leveraged PagerDuty AIOps and have seen an almost 50 percent reduction in noise and more than 1,700 tickets have been completely avoided.” 

He also emphasized the necessity of building a data strategy: “There is a tremendous need for protecting data, ensuring data is highly available, and managing data in real-time… Having a framework, a process, a system of record, and a system of engagement and action to manage your data operations is going to become increasingly important.”

Phil Le-Brun, Director of Enterprise Strategy at AWS, echoed the need to leverage AI and automation when he shared with our London audience how cloud scalability, data proliferation, and Machine Learning advancements have positioned AI for wide-scale adoption. He discussed how history has taught us that realizing the value of transformational technologies isn’t always a linear process – it requires leadership, cultural shifts, operating model changes, and investments in new skills. 

Transforming Incident Management

PagerDuty helps organizations with Incident Management Transformation and that was a recurring theme we heard throughout PagerDuty on Tour. This solution enables organizations to effectively detect, triage, and resolve incidents, minimizing downtime and enhancing service reliability. The adoption of this solution has helped companies move from reactive to proactive incident management, ensuring a more resilient infrastructure. 

Matt Bruno, Associate Director of Engineering at Wayfair, said, “As we’ve moved away from engineers creating alerts by hand, we’ve shifted from reactive and manual to proactive. We get more consistent alert payloads, which lets all these solutions do their magic and link stuff together.” 

Operations Center Modernization 

Modernizing operations centers is essential for maintaining efficient and scalable digital operations. PagerDuty’s Operations Center Modernization solution equips organizations with real-time visibility and actionable insights, allowing teams to respond swiftly to incidents. As highlighted by several speakers, this modernization is critical for regulated industries, such as banking, where compliance and rapid response are paramount. 

Chris Conklin, Technology Executive, Enterprise AIOps at TD Bank, discussed the challenges highly regulated companies face when integrating AI into their infrastructure. As a financial institution, ensuring regulators are comfortable with their use of GenAI is crucial. He mentioned, “We’re early on in our journey, but it’s something we’re rapidly gaining steam. But that’s absolutely necessary, especially in banking.”

Establishing an Automation Center of Excellence 

Automation Standardization and COE (Center of Excellence) was another focal point. This solution empowers organizations to streamline operations by automating repetitive tasks and processes. Erin McKeown, Senior Director of Engineering, Resilience at Zendesk, highlighted how automation can be used to build better customer experiences. By building a mature automation program, she explained that Zendesk can handle disruptions faster by “optimizing and finding spaces where you can automate things to make it easier and dig deeper into the areas that are most important for a human to touch.”

Enhancing Customer Experience Operations

Creating seamless customer experiences is vital in today’s digital age. The goal is to ensure that a customer-impacting issue is found and fixed before the customer is even aware. PagerDuty’s Customer Experience Operations solution helps organizations optimize their customer-facing operations to deliver superior service. This is becoming more of a top priority for our customers. 

Erin McKeowen, from Zendesk, emphasized that, “anything we can do on the engineering side to make it easier for our customers’ experience is the number one thing we’re going to prioritize.”

Next on Our Tour

As we continue on our global tour, we’ll share highlights from our stops in Sydney (July 31) and Tokyo (August 6). Registration is free and open until the day of the event. These events will further illustrate how our customers globally are reshaping their digital operations through resilient infrastructure, enhanced customer experiences, and embracing AI and automation. 

To find out how our solutions can transform your digital operations, request a demo here or start a 14-day free trial.