A Letter From Our CEO: What I've Learned, What I Believe, and Where We're Headed Together

By Brian Wenngatz, Chief Executive Officer, Xurrent

Monday, Mar 9, 2026

When I joined Xurrent as CEO in February, I made a commitment to myself before I made any commitments publicly: I would listen before I led. I would get in front of customers, sit down with our partners, and spend real time with the incredible team that built this platform — before I said a word about where I thought we were going.

Over the past several weeks, I've done exactly that. I've had dozens of conversations across the globe — from enterprise IT leaders managing sprawling infrastructure, to MSP operators running lean service desks for dozens of clients, to the Xurrent team members who work every day to make service management feel like it actually works. I want to share what I've heard, what I've learned, and what I'm genuinely excited about as we look at the road ahead together.

What I Heard From You

The single most consistent thing I heard from customers wasn't a feature request or a complaint. It was this: "Xurrent actually does what it says it will do."

That's a low bar, you might think. But in a market crowded with legacy platforms that overpromise and underdeliver — where six-month implementations are the norm, hidden fees are the rule, and customization debt compounds quarterly — that statement lands differently. It tells me that our team has built something real. That the trust our customers place in this platform is earned, and that we have a genuine responsibility to keep earning it every single day.

I also heard from customers who came to us from ServiceNow, Jira, and other incumbents. They weren't just looking for lower cost — they were looking for clarity. They were tired of administering the tool instead of using it. They wanted a platform that gets out of the way and lets their teams actually do great work. When Vitality cut their service management costs in half by switching to Xurrent, that wasn't just a procurement win — it was a team getting their time and confidence back.

From our MSP partners, I heard about the unique challenge of serving multiple clients while maintaining the speed and security each client demands. They told me that Xurrent's Account Trusts capability isn't just a feature — it's a competitive differentiator that lets them take on more business with less risk. I heard partners describe going from 18 virtual machines to a two-week Xurrent implementation, with half of tasks automated and nearly half of users self-serving from day one. That's the kind of outcome that changes a business.

And from our partners — both those who've been with us for years and those we're welcoming into the fold — I heard a hunger to grow. To take our shared vision to more organizations. To move faster together.

What the Xurrent Team Taught Me

I've been in enterprise software for a long time. I've seen what a truly motivated, mission-driven team looks like — and I've also seen what burnout and drift look like. Within days of joining Xurrent, I knew which one I was walking into.

Our team is extraordinary. Not because they're the loudest voices in the room, but because they live the same values they've baked into this platform. They collaborate without ego. They ship improvements weekly because they genuinely want customers to have something better tomorrow than they had yesterday. They support each other across time zones, product lines, and disciplines in a way that would make any leader proud.

Our three core values — Teaming, Service First, and Better Every Day — aren't slogans on a wall. I've watched them in action. I've seen engineers stay up late not because they were asked to, but because the right answer mattered to them. I've seen our support team go several steps beyond a closed ticket to make sure a customer actually understood what had happened and felt great about the outcome. I've seen product and go-to-market teams debate hard and align fast, because they're all rowing toward the same thing.

That's Teaming. And it's the only way a company like ours can punch above its weight in a market this competitive.

What I Believe About This Moment in IT

We're living through a genuine inflection point. AI has moved from the marketing slide to the operational reality — and the organizations winning right now aren't the ones who bolted an AI chatbot onto a legacy system. They're the ones who rebuilt around intelligent workflows from the ground up.

That's exactly what Xurrent has done. Sera AI isn't a feature we added to the platform — it's the fabric the platform is built on. It classifies, summarizes, routes, and learns continuously, so your teams aren't spending their energy on ticket triage and are instead focused on solving actual problems.

At the same time, I believe deeply that the future isn't just about automation. It's about unification. Too many organizations are managing service requests in one tool, responding to incidents in another, monitoring operations in a third, and losing enormous amounts of time and context every time work crosses a boundary. That's the problem ITxM was created to solve — and it's the category we're defining.

When I look at what Xurrent has built — ITSM, incident management and response, ITOM, workflow automation, enterprise service management, all on a single connected platform — I see something rare: a vision that was right from the beginning, and a team that had the discipline to actually build it.

What I'm Excited About

I want to be direct with you: I didn't take this role because Xurrent is a mature, stable business humming along. I took it because Xurrent is at the beginning of something big, and I believe the best chapters haven't been written yet.

Here's what I'm most excited about as we move forward together:

Accelerating global growth. We're seeing momentum across corporate IT and MSPs from Santa Barbara to Bengaluru to London. Our platform is resonating with organizations of all sizes who are done paying the "enterprise tax" on platforms that don't perform. We're going to grow that reach significantly, and we're going to do it through deep partnership — not just distribution.

Deepening the platform. Our product team ships weekly. That's not an accident — it reflects a belief that getting better every day is a competitive strategy, not just an aspiration. We'll continue to push Sera AI further into every workflow, expand our integrations ecosystem, and make the platform smarter with every customer interaction.

Growing our partner community. Our partners are a strategic multiplier for everything we do. The partnerships we're forging — like our recently announced collaboration with XTIVIA and RightStar — bring decades of implementation expertise to our customers. I see our partner ecosystem as one of the most valuable assets we have, and I intend to invest in it accordingly.

Earning your trust every day. This is the one I feel most personally. Kevin McGibben and the team built a company that customers genuinely love — one that was named a Market Leader by Research In Action and earned the Gartner Peer Insights Customers' Choice distinction. We don't take that lightly. We carry it forward as an obligation to every customer who bet on us.

One Last Thing

Xurrent's mission is to make the world more productive each and every day. That's not hyperbole — it's a daily test we hold ourselves to. Every time an IT team gets their first automated workflow running, every time an engineer stops getting paged at 2 a.m. because our alert correlation filtered the noise, every time an employee gets their HR request resolved without ever filing a ticket — that's the mission in action.

I'm honored to lead this company. I'm humbled by the customers who trust us. I'm grateful for the partners who extend our reach. And I'm energized by the team that makes it all possible.

The road ahead is ambitious. And I wouldn't have it any other way.

Let's build it together.

—Brian Wenngatz Chief Executive Officer, Xurrent

Have questions, feedback, or just want to connect? Reach out directly or schedule time with our team. We're listening.

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