State of Digital Operations

Entering 2025, it is clear that artificial intelligence (AI) and automation have taken hold in digital operations. PagerDuty’s annual survey of over 1,100 operations leaders in North America, EMEA, and APJ demonstrates concrete evidence of the business impact that AI and automation have delivered over the past year, and reveals significant enthusiasm about the benefits that these technologies will deliver moving forward.

As with generative AI (GenAI) before it, agentic AI in particular promises to unleash a new wave of efficiency and productivity gains in digital operations. The high expectations operations leaders have for agentic AI reflect a broader trend of investing in technologies that not only address current needs but pave the way for future competitiveness.

Yet, the impact and enthusiasm are accompanied by real challenges. With the deeper integration of AI and automation, cybersecurity concerns have intensified as companies grapple with how to protect complex systems and analyze vast amounts of data while ensuring regulatory compliance. The skills gap has also widened, prompting a new focus on talent development and acquisition as organizations reshape their workforce.

Digital operations are a key component of the transformation of the modern enterprise. They are a critical determinant of an organization’s resilience and innovation capability, and if they are optimized using AI and automation, they can be a source of sustainable competitive advantage in a dynamic business and technology landscape.