Ask the Experts and Innovators: CX and AIOps with Leigh Reed and David Liff

Ask the Experts and Innovators: CX and AIOps with Leigh Reed and David Liff

Ask the Experts and Innovators: CX and AIOps with Leigh Reed and David Liff

Customer experience, also known as CX, is a hot topic today.  AIOps, Artificial intelligence for IT operations, can be used for determining and linking transaction performance to your business performance in real-time is another hot topic.  In this interview, we’ll speak with two experts about the intersection of these and related topics and see what leading companies are doing in these areas and how they’re doing it.

The discussion includes these areas:

  • AIOps
  • CX (Customer Experience)
  • Observability
  • Advanced Troubleshooting and RCA (root cause analysis)
  • Next-Generation Monitoring / APM
  • End-to-end Message and Transaction Tracking
  • IBM MQ, Kafka, and challenges with monitoring and management of multi-middleware environments
  • Build vs. Buy for Monitoring, Analytics, and Situational Awareness
  • Insurance, Banking, Securities, Omni-channel Retail
  • Nastel Technologies®, AppDynamics, Dynatrace, New Relic, Splunk, IBM, Apache Kafka

About Leigh Reed: Leigh is a Service Automation and Assurance Analyst who is also an expert in service operations and APM, including messaging middleware and full-stack performance monitoring.  Mr. Reed has a great background, including him having been tasked to ensure that the customer experience (CX) is excellent across all customer-facing channels of a global, multi-channel retail business with an increasingly complex IT infrastructure. In case you missed it, you can listen to our 1st interview with Mr. Reed.  He talks about how he and his omnichannel retailer service assurance and architect teams solved complex service assurance and operations problems spanning Cloud and legacy infrastructures across multiple operating systems for their IBM, BMC, and Oracle-centered organization.  He is based in the UK.

 About David Liff:  Mr. Liff is a customer-centric IT business and marketing leader known for using the broadest range of innovative techniques to understand and engage buyers best match the buying community at hand.  David has over 27 years of experience in global technology “business to business” and “business to consumer” channel and direct marketing at a multitude of well-known corporations, including HP (Hewlett Packard), Nimsoft, ArisGlobal, CA Technologies (Computer Associates), and Nastel Technologies®.  A published author, Mr. Liff is a dual US and European Citizen and is originally from the UK, where he graduated from Westminster University. He lives in New York City.

About Ask the Experts and Innovators

Ask the Experts and Innovators is a new content series that explores real stories of dramatic improvement in CX (customer experience), application performance, IT Operations, DevOps, and the cross-functional conundrums of root cause analysis (RCA) and problem resolution.  Ask the Experts and Innovators is produced by Nastel Technologies.


Ask the Experts and Innovators is Hosted by Nastel Technologies®’ Head of Product Management, Steven Menges