PagerDuty (PD) Bank of America 2026 Global Technology Conference summary

Leadership transition and succession planning

• CEO succession was timed due to stabilized retention and accelerating growth levers, with a shift from seat-based to usage-based pricing models underway.

• The new CEO brings deep engineering, infrastructure, and cyber software experience, with a strong onboarding process and collaborative transition.

• Early CEO initiatives focus on listening to customers, employees, and partners, with a structured transition plan and ambitious schedule.

Customer trends and market expansion

• Customers show strong loyalty and emotional investment, with many large enterprises and CEOs proactively supporting the company.

• Dialogue with customers has shifted to focus on AI deployment at scale, especially in regulated industries, driving expansion into new verticals like automotive and financial services.

• AI startups are adopting the platform earlier, requiring higher reliability and resiliency due to the unique risks of AI failures.

Product strategy and technology differentiation

• The platform’s ecosystem integrates with over 700 solutions, enabling rapid incident response and compliance through deep integrations.

• Customers value the chat-first, agentic SRE approach, leveraging a decade of incident data for speed and accuracy in automated workflows.

• The data moat is built on contextual, multimodal data, enabling faster and more accurate incident resolution, especially as AI-related failures proliferate.