Technological advancements in telecommunications are keeping everyone on their toes, as communication service providers (CSPs) obsess over the next big thing to roll out and change the way the world communicates, stays informed, manages its daily lives, and more.

Artificial intelligence (AI) won’t fade anytime soon, and since Generative AI (genAI) joined the party in Nov. 2022, innovative business strategies will only get louder. The not-so-fun part of AI and genAI’s growth shows up when businesses resist change and the adoption of emerging technologies. But the truth is – business leaders must step up.

There’s a profound shift happening today that is taking businesses in a fresh, new direction. Outcomes are at the forefront of IT leaders’ minds, and they’re rightfully becoming a core business accelerator. It’s clear that employee and customer experiences are critical for growing businesses. The trend stems from a shift in priorities.

Daunting. It’s one of the first words that comes to mind for IT and business leaders tackling the challenges of 2023 and looking to future-proof their organizations. IT operations (ITOps) departments are working to balance priorities during a time of growing uncertainty and pressure. ITOps is the team that keeps the lights on, and today, it must do so with enough speed to meet business demands.

The life of an L1 engineer … receiving all the tickets, providing all the IT services, and interacting with all the stakeholders. Tickets, like requests for access to an application or system, account unlocks, onboarding and offboarding employees, and more are here to stay.

A leading provider of advanced network communications and technology solutions for consumers, small businesses, enterprise organizations, and carrier partners across the U.S. wanted to become more powerful, using automation, as to better understand the customer impact of bad weather and proactively improve their customer experience.

All business eyes seem to be focused on the current challenges of an unsteady economic environment, and organizational leaders are working to figure out the best plan to overcome them. Leaders have their own collection of key initiatives as no two companies are the same. Most commonly; however, they want to double capacity and productivity, cut costs, enhance customer experiences, and future-proof their organizations.

President Casey Murray of the Southwest Airlines Pilot Association in February 2023 made it very clear that the airline’s outdated technology had failed miserably during the winter storm of 2022. And that the IT and “infrastructure from the 1990s” allowed the wild weather to destroy travel plans for thousands of Southwest passengers, keeping them from spending the holidays with family, friends, and loved ones.