Ask the Expert: Heath Newburn on Balancing Innovation, Compliance and Resilience in Financial Services

Financial entities are navigating the complexities of digital operations, with a focus on compliance, resilience, and incident management. Heath Newburn, Global Field CTO at PagerDuty, highlights challenges such as regulatory constraints slowing technology adoption, the difficulty of integrating modern solutions with legacy systems, and managing stakeholder expectations in fragmented financial regions. Emphasizing a balance between innovation and compliance, Newburn advocates for a risk-tolerant culture and the importance of customer experience, particularly through transparency and observability tools. Automation and AI are identified as key to reducing compliance and infrastructure costs, modernizing legacy systems, and enhancing cross-functional collaboration. AI also accelerates incident management and workforce upskilling, allowing teams to focus on strategic tasks. Operational resilience is tied to clear success metrics and streamlined through AI and automation, with PagerDuty providing support via extensive integrations that unify systems, reduce routine tasks, and improve overall operational excellence.