What happens when service desk support becomes AI-assisted in real time

Tuesday, 30th June 2026 Posted 9 hours ago in Partner by Sophie Milburn

CEO Ed Crane and COO Archie Maddocks of Phoenix47 reveal how their Fusion47 platform is shifting service desk operations from reactive ticket handling to real-time, AI-assisted resolution. They discuss measurable efficiency gains, knowledge retention challenges, and why keeping humans in the loop still matters. The conversation also unpacks agentic AI design, trust, and compliance, alongside a bold look at where hybrid human and AI support models are heading next for enterprise IT teams.

Closing the visibility gap in modern MSP cybersecurity

Posted 1 day ago by Sophie Milburn

Kristian Wright, Co-Founder and CEO at enhanced.io, discusses why MSPs must move beyond traditional endpoint security and embrace a unified approach...

How real cyber crises expose hidden organisational weaknesses

Posted 5 days ago by Sophie Milburn

In this discussion, Marie Hargraves, Principal Crisis Advisor at Semperis, explores how organisations can move beyond firefighting to build true...

Deep observability and the AI security illusion: why more tools aren't delivering better protection

Posted 5 days ago by Sophie Milburn

In this in-depth discussion, Mark Jow, EMEA Technical Advocate & Evangelist at Gigamon, and Sam Lambert, EMEA Channel Director at Gigamon, explore...

RoboShadow and Pax8 on MSP security: reducing tool sprawl, improving visibility, and accelerating remediation

Posted 1 week ago by Sophie Milburn

In this interview, Terry Lewis, Founder and CEO of RoboShadow, and Mostyn Thomas, Senior Director of Security EMEA at Pax8, discuss the evolving MSP...

Trust and identity in the cyber security spotlight

Posted 1 week ago by Phil Alsop

Ross McKerchar, CISO at Sophos, discusses the results of the company’s recent Cybersecurity Trust Reality 2026 report and the State of Identity...

Hacktivism and the growing risk to critical infrastructure

Posted 2 weeks ago by Sophie Milburn

In this interview, Rik Ferguson, VP of Security Intelligence at Forescout Technologies, discusses emerging cyber threats, including OT/IoT risks,...

Rethinking identity security for MSPs: insights from the Guardz 2026 State of MSP Threat Report

Posted 2 weeks ago by Sophie Milburn

In this interview, Doni Brass, SVP Product Strategy & Community, discusses findings from the latest threat report showing widespread credential...

Why email security still matters: TopSec on layered defence, DMARC & AI risk

Posted 2 weeks ago by Sophie Milburn

In this interview, Niall Mackey, Commercial Director at TopSec Cloud Solutions, explains why email remains the dominant attack vector for SMBs and...