Operations | Monitoring | ITSM | DevOps | Cloud

In 2023, the fight to retain customers will be one of the biggest factors determining whether a business can survive the recession all are predicting. One of the key findings from the 2022 State of Service Report from Salesforce is that great service is at the heart of customer retention: 48% of customers will switch brands for better customer service when something goes wrong, and they view open communication as a key factor in how a customer might gauge the quality of customer service.

The start of a new year often includes reflecting on what you accomplished over the past year and setting new goals for the year ahead. In 2022, BigPanda set big goals to help organizations prevent and resolve IT and service outages through our innovative Incident Intelligence and Automation platform, powered by AIOps. On average, our customers sent us 2.3 billion events and changes per month, with our largest customers by volume sending us approximately 165 million events each.

In some respects, security and reliability are competing priorities. Security controls may reduce reliability, and responding to security incidents may require mission-critical systems to be paused or shut down until they're secure. The recent security incident involving CircleCI, however, shows that it's not always necessary to choose between prioritizing security or reliability.