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James leads Heavy Reading's CSP IT & Automation research service. He examines the breadth of systems and software used by communications service providers in customer, business, service and infrastructure management. James's areas of focus include BSS (CRM, monetization, order management), OSS (orchestration, intent-based policy, closed-loop service assurance) as well as horizontal applications such as robotic process automation and artificial intelligence. He is particularly interested in the operational challenges posed by SDN and NFV and how operators can boost their agility by adopting new IT practices and systems while running existing IT infrastructure more cost-effectively. James holds a BSc and MEng in Electrical and Mechanical Engineering from the University of Manchester, England.