I recently had the pleasure of sitting down with Brooke Cunningham, Chief Marketing Officer at LogicMonitor, for what turned out to be one of those conversations that reminds you why authentic customer relationships are the heart of everything we do in tech. Fresh off celebrating her one-year anniversary at the company, Brooke shared insights that had me nodding along throughout our chat and that I’m certain will resonate with you as well.
Watch: How LogicMonitor’s Customer-Centric Approach is Redefining Observability Success here:
Building on Strong Foundations
What struck me most about Brooke’s journey to LogicMonitor was how intentional it felt. Coming from a rich background in B2B software dating back to 1998 (yes, she mentioned Crystal Reports – talk about a throwback!), she found herself drawn to LogicMonitor for all the right reasons: phenomenal leadership, amazing customers, and technology that actually makes a difference.
We also discussed the leadership diversity infused throughout LogicMonitor, which is particulary impressive — with women comprising over 60% of the company’s leadership team. That’s clearly an outlier in the tech industry, where women are often spend much of our careers fighting our way to the leadership table. That’s not just impressive; it’s exactly what our industry needs more of.
Meeting Customers Where They Are
Here’s what I love about LogicMonitor’s approach: they genuinely meet customers where they are. We’re not talking about serving up a one-size-fits-all cloud solution that ignores the reality most organizations face. With over 2,300 customers globally and more than 100,000 users trusting their platform, LogicMonitor understands that transformation is a journey, not a destination and that every customer’s transformation journey is unique.
The McDonald’s story Brooke shared perfectly illustrates this point. Monitoring 40,000 restaurants globally and 400,000 devices – that’s not just impressive scale, it’s about solving a specific issue for a customer and ensuring that when a customer walks into any McDonald’s anywhere in the world, those ordering kiosks and other equipment scattered throughout each restaurant work seamlessly. It’s infrastructure management that directly impacts customer experience, which is exactly how technology should work.
The AI Reality Check
Brooke and I discussed LogicMonitor’s Edwin AI,LogicMonitor’s AI agent for ITOps, which is where things get really interesting. While every organization is scrambling to slap “AI” onto every “solution” they deliver, Edwin AI is the real deal. ITOps teams are already stretched thin, and being inundated with thousands of daily alerts can be exhausting.
In addition, organizations are often incredibly siloed, and data is disconnected across on-prem and cloud infrastructures, making it hard to discover and remediate incidents. When manual tasks command all of a team’s attention, making real headway on higher-value work is often a challenge.
Edwin AI was designed to make incident management easy, with unified intelligence, streamlining troubleshooting, and incident management all in one place, helping teams get to the root cause more quickly and accelerate incident response with gen AI-powered summaries, analysis, recommendations, predictive insights, and step-by-step guidance that speaks to the customer-centric focus of the LogicMonitor team.
Brooke shared an example of a customer seeing results within one hour of Edwin AI implementation, which is exactly what I’m looking for from tech vendors. Not marketing fluff but instead, genuine time-to-value that makes a difference in people’s daily work lives and which delivers bottom-line benefits for customers.
Brooke’s comments echoed those made by LogicMonitor CEO Christina Kosmowski in a conversation we had a few months ago. Christina was talking about that same LogicMonitor client I mentioned earlier, with some 14,000 restaurants across 175 global markets. This customer experienced an outage, which cost over $10 million dollars in the space of a few hours. The customer needed visibility and comprehensive monitoring — and they needed it fast. The restaurant chain turned to LogicMonitor for help and in a short period of time, they now have a comprehensive monitoring solution in place that includes in-restaurant devices (think fryers and milkshake machines). The customer is now in a place where they can count on rapid outage resolution (in minutes, not hours), which not only leads to happier, more loyal customers but also to happier employees who don’t have to worry about outages and the insanity that results. Those are big wins all the way around and a glimpse at how having a customer-centric focus pays dividends. You can watch a snippet from that interview with Christina here:
The Elevate Experience: Real Stories, Real Impact
Speaking of Elevate, I was genuinely disappointed to miss this year’s event in Dallas. From Brooke’s description, it sounds like the LogicMonitor team created exactly the kind of authentic experience our industry needs more of and featured some amazing customer advocates and their stories along the way. When she talked about attendees sharing that they felt “seen” and that they were “finding their people,” at the event, that hit home for me. Isn’t that what we’re all looking for?
The most valuable parts of any tech conference aren’t the polished keynotes – they’re those real conversations where customers share their actual challenges and how they solved them. Andrea Curry from McKesson, whom I had the pleasure of meeting at last year’s Elevate event, was again present. Andrea leads AiOps and Observability at McKesson, and to say that she’s a dynamo is an understatement. This woman is a doer, problem solver, and, as she describes herself, a “producer of results.” She is also an incredible speaker and I’m so glad to hear she continues to be willing to share her customer story and insights at LogicMonitor’s Elevate events. Andrea migrated 30,000 infrastructure devices in a year, and her insights on the role that LogicMonitor played in making that a seamless experience exemplify exactly this kind of authentic storytelling that moves our industry forward.
The CIO Balancing Act
One theme that emerged from Elevate is one that analysts hear about on the regular: the dichotomy modern CIOs face. They’re often managing 30-year-old legacy infrastructure while simultaneously being mandated to adopt AI and drive digital transformation. It’s a lot to juggle, and frankly, it’s exactly why solutions like LogicMonitor’s comprehensive observability platform matter so much.
Looking Forward
What gives me confidence in LogicMonitor’s direction is their understanding that observability isn’t just about monitoring – it’s about serving customers and empowering IT teams to be heroes in their organizations. When technology reduces complexity rather than adding to it, when it delivers genuine time-to-value benefits, and when it helps people focus on strategic work instead of manual busy work, that’s when real transformation happens. Most importantly, meeting customers where they are on their individual transformation journeys, and bringing solutions that solve immediate problems, contribute in meaningful, measurable ways, and which bring quantifiable benefits — that’s the name of the game.
If you missed Elevate this year, recordings will be available at logicmonitor.com/elevate. And if you’re in Europe, you still have a chance to experience it firsthand on June 25th in London.
Sometimes the best conversations in tech happen when you strip away the marketing buzz and focus on real solutions for real people. My chat with Brooke was exactly that kind of conversation.
This was originally published on LinkedIn.