Operations | Monitoring | ITSM | DevOps | Cloud

In the fast-paced world of mobile development, reliability rarely fails with a loud crash; instead, it degrades quietly through micro-regressions that erode user trust and engagement. While most companies track backend health and API latency, they often fly blind regarding the actual screen-level responsiveness that defines the true user experience. When Expedia Group underwent a major technical evolution, the team realized they lacked a consistent baseline to compare performance across platforms, leaving them unable to validate improvements before rollout.

What does it take to lead innovation across one of the world’s largest telecommunications networks? In this episode of Next-Gen Network Heroes, host Bob Slevin sits down with Greg Freeman, Vice President of Network and Customer Transformation at Lumen Technologies, to explore how AI, automation, and curiosity are reshaping the future of network operations.

AI is changing network operations faster than ever. In the latest episode of Next-Gen Network Heroes, Bob sits down with Greg Freeman of Lumen Technologies to talk about what it takes to innovate across one of the world’s largest telecommunications networks. From deterministic workflows to agentic AI, Greg shares how his team is using automation, analytics, and AI to improve network reliability, customer experience, and operational efficiency at scale.

Most teams don’t have a data problem. They have a correlation problem. When visibility is fragmented:→ Marketing sees conversion drop→ Engineering sees API latency So the wrong call gets made. Example: Checkout drops → pricing gets blamed → discounts applied. Reality: a backend API timeout was killing transactions. That’s what happens when you can’t connect: user impact (what) to system behavior (why)

In this workshop, we’ll show you how to use Sentry Agent Monitoring to crack open the black box that is AI — inputs and outputs, token usage, model performance — so you actually know what the robots in your application are doing.