Operations | Monitoring | ITSM | DevOps | Cloud

When I started working in IT in the last 90’s, IT performance was always measured by the health of infrastructure: CPU utilization, network latency, server uptime, and for many organizations, little has changed in the last 30+ years. We became very good at keeping systems alive, yet users still struggled to get work done. That disconnect is exactly why Digital Employee Experience (DEX) has emerged as a critical discipline. But DEX on its own is not the end goal.

Digital employee experience isn’t just a nice to have anymore. In hybrid, SaaS heavy IT environments Digital Employee Experience (DEX) is where productivity can live or die. Employees don’t care whether the culprit is Wi‑Fi connectivity, CPU/RAM load, poor battery life, or a misbehaving cloud app. They just know work got harder.

When I read about the Vercel breach tied to a Context AI compromise, I wasn’t surprised. I’ve been talking with customers for a while now about how AI was going to introduce a new kind of supply chain risk. This is exactly what that looks like. What stands out to me is how familiar the pattern is. We saw it with open source, then again with SaaS, and again with cloud.

As we step into a new year, one truth stands firm in financial services: resilience isn’t optional – it’s expected. Markets fluctuate, regulations evolve, and technology accelerates. Amid this complexity, IT leaders carry the responsibility of ensuring that operations don’t just survive disruption, they thrive through it.

As we step into a new year, one truth stands firm in financial services: resilience isn’t optional – it’s expected. Markets fluctuate, regulations evolve, and technology accelerates. Amid this complexity, IT leaders carry the responsibility of ensuring that operations don’t just survive disruption, they thrive through it.

When I was invited to join one of our customer’s end-of-year team wrap-up sessions, it came as no surprise when the meeting opened with a familiar refrain: “Next year will be different. Next year, we’ll get ahead of the noise. Next year, tickets won’t pile up while we’re still triaging yesterday’s issues.

From the outside looking in, I have seen that year end in financial services is not for the faint-hearted. Markets tighten, trading volumes swell, payment systems hit their annual peak, and regulatory reporting deadlines stack up like dominoes. In this environment, even a few seconds of lag can mean missed trades, delayed transactions, frustrated clients, or worse, financial loss and reputational damage. This is precisely when IT needs to be at its calmest.

If there is one truth I have learned working with financial services firms in 2025, it is this: AI is no longer optional, it is operational. From risk modeling to customer experience, algorithmic trading to automated compliance checks, AI is now embedded into the fabric of modern finance. But there is a second, quieter truth. AI only creates value when it is used responsibly, measurably, and at scale.

I still remember the working with a leading insurance provider on an internal review of their IT estate and discovering a team quietly using an unapproved SaaS tool to speed up their reporting. It wasn’t malicious, they were trying to solve a problem faster. But as we stared at the dashboard, I could see the CIO’s mind racing: What data had they uploaded? Was it encrypted? Were they still compliant?

As the year winds down, I find that most cybersecurity and compliance teams are focused on closing projects, hitting targets, and maybe even planning a well-earned break. But regulators? They don’t take holidays. FCA, PRA, GDPR – they remain vigilant, and so should you. For IT leaders, this season often feels like walking a tightrope: balancing operational demands with the relentless need for compliance.