Podcasts about msps

The primary development centers on the shift toward smaller, task-specific AI models within enterprises and how this shift is primarily about transferring liability from AI vendors to operators. Dave Sobel notes that while narrower AI models are being marketed as safer and easier to govern, the reality is that they shift the burden of control, oversight, and risk directly onto the organizations deploying them. Hidden costs—particularly those related to data infrastructure, compliance, and ongoing governance—are substantial, often eclipsing the initial AI investment.Supporting data includes findings from a Salesforce survey indicating that CIOs allocate a median of 20% of their budgets to data and infrastructure management versus 5% to AI itself. Dave Sobel stresses that the real cost of an AI project can be significantly higher than client expectations, pointing out a 4:1 spending ratio between supporting infrastructure and the AI technology. This underscores the risk for MSPs who may fail to price in the operational and governance requirements appropriately, exposing themselves to financial and compliance liabilities.Adjacent stories address OpenAI's strategic expansion into advertising and direct consulting, marking a move from pure technology platform to direct competitor for services revenue. OpenAI is creating an Ads Integrity Team to manage advertiser verification and reduce scam risk but acknowledges the challenges of maintaining effective controls at scale. In parallel, OpenAI is embedding engineers within client operations—mirroring other internal AI initiatives such as those at Shield and Entegris—and reinforcing a market divide. MSPs who build such capabilities internally capture margin, while others face lasting margin compression as purchasers of external solutions.The implications for MSPs and IT leaders are direct. Success depends less on which AI model is selected and more on the provider's ability to establish rigorous governance, liability management, and ongoing operational control. The market is bifurcating: service providers who can build in-house AI platforms or attract strategic investment will retain efficiency as margin, while those relegated to purchasing third-party tools risk further erosion of profitability and competitive position. The decision to build or buy is becoming a business model risk, not just a procurement choice, and the opportunity to address it is narrowing.Three things to know today:00:00 Firms Shift to Task-Specific AI Models Amid Governance, Liability Concerns 04:35 OpenAI Launches Ads Integrity Team, Hires Hundreds as Services Push Begins08:34 MSP Market Splits as Integris, Shield Build Internal AI, Others Buy ToolsThis is the Business of Tech.   Supported by:  IT Service Provider University 

The episode focuses on current security risks and limitations in industry intelligence, highlighting that CISA's Known Exploited Vulnerabilities (KEV) catalog often lags by years in tagging vulnerabilities exploited by ransomware. One cited vulnerability sat in the catalog for 1,353 days before being flagged as ransomware-exploited, illustrating a significant delay in actionable intelligence. This gap raises concerns for MSPs whose patching priorities rely on outdated catalogs, potentially leading to a misalignment between compliance activities and actual threat vectors.Supporting this, Dave Sobel underscores how evolving threat models frequently bypass traditional vulnerability management. The recent compromise of OpenClaw's skills marketplace, with a 12% malicious rate in submitted skills and basic post-facto reporting mechanisms, demonstrates that credential theft and malicious automation now present risks outside standard patch management. The core operational challenge for MSPs is not just software vulnerability but the governance of AI-enabled tools and uncontrolled marketplaces that can expose clients to breaches.Further contextualizing risk and automation, vendor launches include Lexful's AI-native documentation for MSPs and Cavelo Flash's agentless assessment tool. These offerings promise streamlined documentation and rapid risk assessment, but Dave Sobel notes their reliance on beta features, integration dependencies, and non-definitive compliance positions. Additionally, DocuSign's release of AI-generated contract summaries raises questions about liability, as inaccurate summaries can mislead signers, and responsibility defaults to the end user rather than the vendor.The primary implication for MSPs and technology leaders is the need to inventory all AI-powered tools with access to client environments, actively govern marketplace adoption, and critically evaluate automation claims. Compliance-focused patching is no longer sufficient; operational oversight must prioritize credential management and identity governance over checklist-based approaches. Caution is advised before rapid migration to beta solutions or locking into long-term contracts, as both reduce flexibility and increase exposure to emerging, non-traditional attack surfaces.Three things to know today00:00 CISA's Ransomware Tags Arrive Years Late While AI Tools Steal Credentials Now05:53 IT Glue Founder Launches AI Documentation Platform Lexful for MSPs at Right of Boom09:52 Cavelo and DocuSign Launch AI Tools That Automate Assessments and Contract ReviewsThis is the Business of Tech.   Supported by: Small Biz Thoughts Community

The episode centers on the expanding adoption of artificial intelligence (AI) tools among workers alongside a notable decline in confidence. According to a Manpower Group study cited by Dave Sobel, AI confidence among workers decreased by 18% even as usage increased by 13% over the past year. This divergence highlights a governance and operational gap for MSPs, as enterprise clients confront both the potential and the risks of AI-enabled solutions, facing unresolved issues of output reliability, oversight, and liability when missteps occur.Supporting this trend, findings from the Stanford University Institute for Human-Centered Artificial Intelligence indicate that nearly 30% of AI chatbot users encountered harmful suggestions. While these statistics lack detailed breakdowns – such as which platforms or definitions of “harmful” – they shape widespread client perceptions and intensify scrutiny of AI guidance provided by IT service providers. Meanwhile, enterprise vendors like Zendesk report improved satisfaction rates from automated resolutions but emphasize the costly need to overhaul workflows and data management to effectively harness AI benefits.Additional focus is given to Microsoft's scheduled deprecation of the NTLM authentication protocol, replaced by newer mechanisms that are not yet fully deployed or reliable. Dave Sobel notes that legacy systems depending on NTLM present tangible operational and legal risks for MSPs, as clients may face authentication failures or re-enable insecure protocols unless thoroughly audited. Elsewhere, the "right to repair" movement is gaining ground as the Environmental Protection Agency affirms farmers' rights to repair their own equipment, with broader implications for IT hardware access and vendor-dependent service models.The confluence of these developments underscores the importance for MSPs and IT leaders to shift focus from product access and resale toward risk governance, lifecycle planning, and documenting client decisions—especially in AI, authentication methodologies, and hardware maintenance. Mitigating liability, clarifying accountability with clients, and tracking evolving vendor and regulatory actions are essential to maintain relevance and safeguard operations as service and product access models change. Three things to know today00:00 Workers Use More AI But Trust It Less, Creating New Service Risks03:44 Microsoft Plans NTLM Phase-Out Despite Unfinished Kerberos Replacement Technology06:32 Google, Adobe Launch AI Subscriptions While OpenAI Retires GPT-4o Next Month10:52 EPA Ruling Lets Farmers Repair Equipment, Pressures Tech Right-to-Repair LawsThis is the Business of Tech.   Supported by: 

The episode centers on the structural shift in managed services driven by the adoption of autonomous AI agents and the resulting accountability challenges for IT service providers. According to Dave Sobel, 22% of employees in Token Security's surveyed organizations are independently running AI agents such as OpenClaw with terminal and browser command capabilities, without formal IT oversight. This widespread shadow automation creates significant operational and security exposure, indicating unsanctioned user demand for advanced automation that IT has not provided. The core risk is not simply unauthorized technology use, but ineffective governance and lack of visibility into automation processes that can impact both client safety and provider liability.Context provided throughout the episode points to a disconnect between optimistic business sentiment and actionable IT spending. While the NFIB index reflects rising small business optimism and increased capital access, most technology-related investments appear to have already been made in prior periods. Only 19% of small businesses plan further equipment investments, suggesting limited near-term demand. Meanwhile, SBA workforce reductions signal longer loan processing times, affecting clients who depend on SBA-backed funding for technology projects—a concrete operational delay for MSPs whose services are linked to client capital expenditure timelines.Additional discussion focuses on evolving industry economics, notably a projected increase in the North American IT services market to $1.09 trillion by 2033, as reported by Research and Markets. However, Dave Sobel emphasizes that the majority of this growth is captured by hyperscalers and large integrators, not regional MSPs. Cooling wage inflation, detailed by Service Leadership, may present temporary margin opportunities but also introduces risk if MSPs respond with indiscriminate hiring rather than automation or upskilling strategies. The Shield Technology Partners investment, involving OpenAI's embedded research in IT operations, signals rapid automation of rules-based workflows and reiterates the urgency of addressing task displacement and margin compression.For MSPs and IT service leaders, the practical takeaway is clear: unmanaged, employee-driven AI automation presents both risk exposure and a mapping of unmet service demand. Blocking shadow agents is a reactive measure—long-term resilience depends on developing agent governance frameworks, including permissioning, audit, and incident response protocols. With shrinking margins and increasing automation, providers must reevaluate operational models, prioritize revenue-per-employee, and focus on delivering accountable, sanctioned automation services rather than competing on basic labor cost or commodity support.Four things to know today00:00  NFIB Index Hits 99.5 as 64% Face Inflation and SBA Cuts Half Its Workforce04:44  IT Services Market Growth to $1.09T Coincides With Declining Wage Inflation08:01  Shield Secures Second $100M From OpenAI-Backed Thrive Holdings for AI Operations Platform11:21  Token Security Reports 22% Shadow IT Adoption of OpenClawThis is the Business of Tech.   Supported by: MSP Radio - Internal Ad 

The appointment of Mike Riggs as Chief Product Officer at Empath signifies the company's transition from founder-led intuition to formalized product governance. According to Wes Spencer, Empath reached over 500 MSP customers and now requires more disciplined processes as it moves from early-stage, high-velocity development to operational maturity. Mike Riggs described his role as systematizing elements that were previously managed informally—covering areas from design to engineering—and explicitly stated the intent to strengthen operational accountability for both the platform and its customers.This structural change follows recognition by the founders that their limited technical background required complementary leadership to scale effectively. Advisors highlighted that, while growth and partner engagement met expectations, scaling Empath's platform now demands greater rigor and repeatable operational practices. Empath's platform has evolved from being a convenience service to an operational dependency, with MSPs using it for training, team accountability, and embedded workflows. Mike Riggs emphasized the importance of refining user experience, onboarding processes, and support mechanisms as MSP reliance grows.A central theme discussed is the shift in Empath's product category—from a basic learning management tool toward a broader learning, development, and accountability platform for MSPs. Features such as notification systems and visibility into required actions move the platform beyond content delivery into proactive management of personnel performance and compliance. This evolution brings Empath closer to intersecting with HR, policy, and managerial oversight, compelling the company to balance user engagement features with the need for reliable, auditable, and controlled change management.For MSPs and IT service providers, Empath's shift has operational implications and risk factors. Increasing dependency on a single platform heightens the significance of product stability, disciplined rollout of new features, and clarity of governance. As platforms like Empath become more embedded in day-to-day operations, service providers must reassess processes for vendor risk management, accountability, and internal policy alignment. The move described is not an indicator of problems but of maturation—a transition that typically introduces both new safeguards and greater operational complexity.

The current wave of managed service provider (MSP) consolidation and rollups is being distinguished by the integration of advanced artificial intelligence (AI) expertise, particularly among entities such as SHIELD and Titan. As discussed by Rich Freeman and Jessica Davis, these newer rollups are acquiring not just MSPs but also Silicon Valley AI talent and developing proprietary AI-driven services, a marked shift from earlier private equity-backed consolidators. Rich Freeman highlighted SHIELD's recent leadership hires from Palantir and direct collaboration agreements with OpenAI, signaling an intent to embed AI at the operational core rather than simply as a tool for optimization.The structure and access to data is central to these developments. As Rich Freeman elaborated, large rollups possess a scale-driven “AI flywheel” advantage: broader customer bases provide larger datasets, which in turn drive better AI performance, operational efficiency, and profitability. This concentration creates risks for smaller MSPs that lack equivalent data pools and resources for internal AI development. Jessica Davis noted that while tool vendors and platform companies such as ConnectWise and Kaseya are enhancing AI within their offerings, their efforts are not yet matching the focused investments of the largest rollups, and are simultaneously being pressured to accelerate innovation.Commercial and operational pressures are increasing throughout the MSP ecosystem. Jessica Davis cited indications of slowing managed services revenue growth projections (potentially below 10%), alongside potential cost-cutting or workforce reductions within large rollups as private equity owners seek AI-driven returns. Divergent rollup models are also emerging—with distinctions between platform centralization (e.g., retiring acquired brands) and decentralized, founder-friendly approaches (e.g., preserving local brands and founder involvement). Decisions around acquisition, platform engagement, and specialization are increasingly nuanced as founders and owners evaluate their options under new market dynamics.For MSPs and IT service leaders, these trends necessitate a measured response. The competitive risk posed by the AI-fueled scale of consolidated rollups underscores the importance of specialization, operational focus, and alignment with platform partners committed to democratizing AI resources. Community collaboration, best-practice sharing, and strategic use of vendor tools are positioned as potential mitigants to the structural disadvantages faced by smaller organizations. Governance, due diligence, and clear assessment of vendor or acquirer incentives should be prioritized, especially as service models and influencer dynamics continue to fragment. Remaining adaptable, resource-aware, and critically informed about the changing power landscape will be vital for sustainable operations.

The emergence of Moltbot, an open source AI agent designed to operate across various messaging platforms and automate tasks through local device execution, is creating new risk vectors for MSPs and IT providers. Functioning with admin-level access and connecting to services like OpenAI and Google, Moltbot's deployment has raised direct concerns around authority delegation without sufficient governance. Security researchers identified hundreds of exposed Moltbot instances, often due to misconfiguration, increasing the possibility of breaches and unauthorized data access. The episode underscores that these agents, treated as productivity tools, actually represent operational infrastructure capable of independent action, with potential impacts on client trust and regulatory liability.Expert sources cited in the discussion, including Cisco and Hudson Rock, have labeled Moltbot a security risk due to its storage of sensitive information in plain text and broad access permissions. The narrative warns that vendors and providers may underestimate the risks by normalizing deployment before establishing proper controls. Once these agents are embedded into workflows, reversing their use becomes difficult due to client reliance on perceived efficiency. The lack of mature governance frameworks, as shown by studies from Drexel University, means that many organizations lack even basic oversight of these autonomous agents.Adjacent industry developments highlight additional layers of operational complexity. Apple posted a 16% revenue increase, led by iPhone demand, and acquired Q AI to deepen its ambient automation capabilities, while shifting defaults that providers cannot easily influence or control. Simultaneously, the Linux community's succession planning and Microsoft's ongoing struggles with Windows 11 reliability further demonstrate systemic issues around authority, trust, and transparency in technology ecosystems.The episode's analysis signals clear expectations for MSPs and technology leaders: explicit approval protocols for AI agents are necessary, akin to traditional admin controls. Providers must proactively define governance boundaries, anticipate non-billable labor resulting from automation failures, and assess vendor behavior in terms of roadmap rigidity and escalation pathways. Teaching clients about authority in automated environments, not just managing installations, will reduce exposure and clarify accountability as agentic technologies become standard.Three things to know today00:00 Moltbot's Rise Highlights How AI Agents Are Becoming High-Risk Operators Without Governance03:49 Record iPhone Sales and a $2 Billion AI Acquisition Signal Apple's Long-Term Control Strategy06:04 Leadership Succession, Software Trust, and AI Agents Reveal a Shared Governance ProblemThis is the Business of Tech.   Supported by:  ScalePad 

France's decision to discontinue American collaboration platforms such as Zoom and Microsoft Teams for government use—replacing them with the domestically developed Vizio platform—signals a shift toward digital sovereignty and data control within regulated jurisdictions. This move, formalized as part of France's Suite Numerique and to be implemented by 2027, highlights the increasing fragmentation of technology policy where national governments assert authority over platform selection and sensitive data handling. The development underscores operational risk for MSPs and IT service providers as assumptions of technology homogeneity across regions become unreliable.Supporting these shifts, South Korea enacted the world's first comprehensive AI legislation, requiring mandatory labeling of AI-generated content and risk assessments for high-impact systems, such as those in hiring and healthcare. According to the transcript, 98% of AI startups in South Korea report they are not prepared for compliance. Both developments reveal a pattern: early regulatory efforts tend to produce vague requirements, unclear enforcement, and real operational complexity. Providers operating in multiple jurisdictions must now anticipate compliance fragmentation and increased overhead as regulatory regimes diverge.Additional analysis focused on the continued evolution of the managed services stack, particularly through the lens of AI and workflow automation. Companies like Thrive are investing in enterprise platforms that embed AI-driven reasoning within workflow tools, shifting coordination away from traditional PSA ticketing systems. Meanwhile, integrations such as Quark Cyber with ScalePad's Lifecycle Manager X, and new partnerships between ServiceNow, TeamViewer, Anthropic, and OpenAI, illustrate a market splitting between providers focused on standardization and those managing more complex, enterprise-like environments. Microsoft's financial results further highlighted this trend, with record capital expenditure on AI infrastructure and increased reliance on proprietary chips to reduce dependency on external vendors like Nvidia and OpenAI.For MSPs, these developments raise practical governance and accountability questions. Shifts in regulatory authority and technology platforms create increased risk exposure for providers that do not proactively manage cross-jurisdictional compliance and secure defaults. Vendors are tightening control over platforms as AI becomes central to product architecture, often prioritizing internal risk management over shared upside with partners. Providers that fail to enforce robust data governance, understand cost drift, or plan for architectural lock-in are positioned less as strategic advisors and more as absorbers of client and vendor risk.Four things to know today00:00 France's Platform Ban and South Korea's AI Law Show Regulation Catching Up to Technology04:23 AI Is Reshaping the MSP Tool Stack as Thrive, ServiceNow, and ScalePad Take Different Paths07:37 Microsoft's SMTP AUTH Delay and CISA's AI Slip Show the Risk of Optional Security ControlsAND10:26 Earnings Show Microsoft Turning AI From Feature to Infrastructure as Partner Risk GrowsSponsored by: TimeZest 

The First Minister answers questions from Party Leaders and other MSPs in this weekly question time. Topics covered this week include: Willie Coffey To ask the First Minister how the Scottish Government's new national housing agency will support its work to deliver more affordable homes. Liz Smith To ask the First Minister what action the Scottish Government is taking to improve transparency and accountability within NHS boards. Clare Haughey To ask the First Minister how the Scottish Government's launch of walk-in GP clinics will support its work to bring down waiting times and ensure everyone gets the care they need.  A full transcript of this week's First Minister's Questions will be available on the Scottish Parliament website: https://www.parliament.scot/chamber-and-committees/official-report

Overview: Exploring the Future of MSPs: AI, Cybersecurity, and Building Trust In this episode of the SMB Community Podcast, host James Kernan interviews Tim Thomson, founder of Cyber Trends, who shares insights on the future opportunities for Managed Service Providers (MSPs) in 2026. They discuss the role of AI and automation, the importance of cybersecurity and compliance, and strategies for proving value to clients. Tim explains his journey from founding his first MSP in 2002 to building a consulting firm that helps MSPs grow and scale. He emphasizes the need for MSPs to build personal brands and leverage partnerships to succeed in an evolving industry. The episode provides actionable advice for MSPs looking to capitalize on technology trends and improve their business outcomes.  --- Chapter Markers: 00:00 Introduction to the SMB Community Podcast 00:26 Meet Tim: From MSP Founder to Consultant 02:07 Tim's Journey: Building and Scaling an MSP 04:29 Tim's Consulting Firm and Services 07:06 Opportunities for MSPs in 2026: AI and Automation 17:21 Cybersecurity and Compliance: A Growing Need 21:36 Proving Your Value: Building Trust and Personal Branding 30:01 Conclusion and Contact Information --- New Book Release: I'm proud to announce the release of my new book, The Anthology of Cybersecurity Experts! This collection brings together 15 of the nation's top minds in cybersecurity, sharing real-world solutions to combat today's most pressing threats. Whether you're an MSP, IT leader, or simply passionate about protecting your data, this book is packed with expert advice to help you stay secure and ahead of the curve. Available now on Amazon! https://a.co/d/f2NKASI --- Sponsor Memo: Since 2006, Kernan Consulting has been through over 30 transactions in mergers & acquisitions - and just this past year, we have been involved in six (6). If you are interested in either buying, selling, or valuation information, please reach out. There is alot of activity and you can be a part of it. For more information, reach out at kernanconsulting.com

Send us a textIn this powerhouse episode, Joey Pinz sits down with one of cybersecurity's most influential builders—a serial market maker who has helped shape some of the industry's most iconic companies. From Sourcefire and Fortinet to Cylance, Javelin, and now Sevco Security, Fitz brings unmatched perspective on what separates successful cyber companies from the rest—and what MSPs must do now to stay relevant.Fitz breaks down why visibility is the core of modern security, why most organizations still don't actually know what assets they have, and how exposure management has become the foundation of cyber resilience. He also explains where the real money is flowing in the MSP/MSSP space, the biggest mistakes founders still make, and what MSPs must do to move confidently into security services.On the personal side, Fitz shares insights from a life built around curiosity, communication, and impact—shaped by early roles at Coca-Cola during the Olympics, BMC, Compaq, and decades of startup leadership. His mission today? Protect the planet through better security, better intelligence, and smarter business decisions.

Global channel sales in IT are projected to exceed $4 trillion this year, with two-thirds of total spending driven by partner-led deals, according to Omdia research. However, managed service providers (MSPs) continue to encounter significant integration failures following mergers and acquisitions, leading to operational inefficiencies and diminished client trust. The Business of Tech analysis highlights that stacking acquisitions without comprehensive integration amplifies risks, particularly affecting margins, service consistency, and accountability.Supporting survey data from POPX indicates that 60% of UK MSPs report platform and data integration as critical hurdles post-acquisition, while 44% identify poor morale and lack of team alignment as sources of inefficiency. Notably, 38% experienced client disruption during transitional periods, signaling that rapid growth without sufficient operational coherence creates drag rather than leverage. These issues are compounded by rising technology budgets—nearly 75% of organizations expect increased IT spending—and intensifying reliance on AI and cloud services in MSP environments.Additional stories addressed include the widespread adoption of unsanctioned "Shadow AI" tools in healthcare settings, with over 40% of workers aware of unapproved usage, and the increasing tendency for AI platforms to reference general sources like YouTube over traditional medical authorities. The episode further examines new AI-driven arbitration tools, platform consolidations within managed security, and the centralization of authority across purchasing and service delivery ecosystems. Vendor integrations, such as Synchro's marketplace partnership with Ironscales and LevelBlue's acquisition of AlertLogic's unit, illustrate a shift away from component choices towards streamlined, but potentially opaque, accountability structures.For MSPs and IT service leaders, the central takeaway is not the urgency to adopt new tools, but the necessity to clarify ownership, governance, and liability as technology platforms accelerate efficiency and centralize control. Failure to address integration fundamentals, define formal oversight for AI-driven decisions, and maintain transparency amid automation will expose service providers to unpriced risks and erode client trust. Sustained growth is contingent upon operational discipline, not just expanding portfolios. Four things to know today 00:00 Channel Growth Accelerates While MSP Integration Failures Threaten Margins and Trust03:58 New Research Shows Agentic AI Adoption Outpacing Governance and Workforce Readiness07:25 AI Interfaces, Security Consolidation, and MSP Marketplaces Point to a Shift in Where Authority Lives10:27 AAA's AI Arbitrator Shows How Automation Changes Who Owns Decisions, Not Just How Fast They're Made This is the Business of Tech.    Supported by: 

Recorded live at Cloud Connections in Delray Beach, Doug Green, Publisher of Technology Reseller News, spoke with Mark Vange, Founder & CEO of Autom8ly, about how AI voice agents are reshaping complex, regulated, and high-value communication workflows. Vange explained that Autom8ly specializes in building AI solutions for partners and service providers that serve customers with nuanced and often highly regulated requirements. Rather than focusing on generic AI reception or basic appointment setting, Autom8ly targets verticals where complexity, compliance, and scale intersect—use cases where off-the-shelf AI voice agents fall short. One of the company's primary areas of focus is the collections market. Autom8ly is deploying AI voice agents to handle high-volume, routine collections calls while allowing human agents to concentrate on more complex, high-stakes cases. Early observations suggest that consumers may respond less defensively to AI-initiated outreach than to human collectors, particularly for smaller or straightforward obligations such as missed payments, parking fines, or one-time healthcare balances. In these scenarios, the AI agent can confirm details, negotiate payment terms, and securely process payments, while automatically escalating more complex disputes to human staff. Vange emphasized that Autom8ly's AI agents are designed with strict boundaries. They do not cross regulatory red lines, attempt legal persuasion, or handle cases involving attorneys, court orders, or disputed liability. Instead, they address the majority of routine interactions that consume time and resources but generate limited strategic value when handled by humans. From an operational standpoint, AI voice agents offer significant efficiency gains. Human collectors often achieve utilization rates as low as 25–30 percent due to unanswered calls, breaks, and administrative overhead. AI agents, by contrast, operate at near-100 percent utilization, reducing cost per dollar collected while accelerating time to revenue. Autom8ly has also engineered its platform to meet PCI and compliance requirements, ensuring sensitive payment data is never exposed to large language models or unsafe systems. Beyond collections, Vange highlighted broader opportunities for MSPs and channel partners. Autom8ly has delivered AI voice agents for underserved language communities, including healthcare environments where providers lack staff fluent in languages such as Haitian Creole. By combining language capability with cultural awareness and compliance controls, AI agents can expand access to essential services while reducing operational strain. For MSPs and service providers, Vange positioned AI voice agents as a “high-value voice” opportunity—particularly in industries such as healthcare, utilities, finance, and public services, where multilingual communication, compliance, and scale are critical. When interactions move beyond simple scripts and require deep customization, Autom8ly's partner-led model is designed to fill that gap. More information about Autom8ly and its AI voice agent solutions is available at https://autom8ly.com/.

Recorded live at Cloud Connections, Doug Green, Publisher of Technology Reseller News, spoke with Kevin Nethercott, CEO, and Robert Galop, Chief Product Officer at Tresic, following the company's first public debut after operating in stealth mode. Nethercott and Galop described Cloud Connections as the ideal venue for Tresic's introduction to the market, noting strong engagement from CSPs, MSPs, and channel partners eager to understand how AI can be applied practically to communications. Drawing on decades of industry experience, the Tresic team positioned its mission at the intersection of communications, AI, and monetization—helping partners unlock new revenue using assets they already own. At the core of Tresic's offering is the Tresic Intelligence Cloud, a platform designed to treat conversations—across voice, messaging, chat, and social channels—as first-class business data. Rather than delivering generic AI summaries or call detail records, Tresic focuses on transforming unstructured conversational data into actionable intelligence that directly drives business outcomes. Galop explained that recent advances around “beacons” enable conversations to be analyzed in real time and after the interaction concludes. Tresic's After Call Co-Pilot and First Alert Co-Pilot address two critical business questions: what actually happened in a conversation, and what commitments or signals now require action. The platform automatically surfaces follow-ups, obligations, sentiment, and key moments that would otherwise be lost—routing that intelligence directly to the right people inside an organization. By doing so, Tresic effectively closes the gap between communications and systems of record such as CRMs. Every conversation becomes a source of structured actions, alerts, and insights without relying on manual data entry or post-call administration. This gives businesses a 360-degree view of customer interactions while accelerating revenue-generating workflows. Both executives emphasized that Tresic's AI is not generic. Models are trained using partner and customer data, enabling vertical-specific insights that reflect how each business actually operates. This approach allows CSPs and MSPs to differentiate their offerings with intelligence tailored to their customers' industries, rather than one-size-fits-all analytics. In closing, Nethercott and Galop underscored Tresic's partner-first strategy. The company goes to market exclusively through CSPs, MSPs, and channel partners—organizations that already own the customer relationship. Tresic's goal is to help those partners add a new intelligence layer on top of existing services, enabling them to double or even triple revenue without replacing their current platforms. More information about Tresic and its partner-driven AI communications platform is available at https://www.tresic.cloud/.

AI adoption within organizations is increasingly polarized, with Gallup data cited showing that while 77% of technology professionals use AI at work, overall workplace adoption rose only marginally from 45% to 46% in late 2025. This stagnation is attributed not to employee reluctance, but to aggressive uptake by leadership without corresponding redesign of roles and workflows at lower organizational levels. In the UK, research presented notes an 8% net job loss tied to AI alongside a 11.5% productivity increase, with younger workers expressing heightened concern over future employment security.Supporting analysis emphasizes that AI utilized only in decision-making circles can compress organizations, trading resilience for short-term efficiency. Dave Sobel cautions that celebrating productivity gains without acknowledging operational fragility introduces organizational brittleness, as headcount reductions outpace tangible capability improvements across all layers. The discussion underscores the risk in pitching AI as a leadership tool without regard for its broader impact.Additional topics include the risks of encryption practices—specifically Microsoft's BitLocker—and the limits of user control over recovery keys when stored in the cloud. Dave Sobel highlights governance failures when MSPs assume encryption equates to privacy without explicit decisions regarding key custody and authority, noting that silent trade-offs can expose organizations to privacy vulnerabilities. Furthermore, coverage of CISA's absence from RSA conference outlines how diminished federal engagement increases liability and ambiguity for MSPs tasked with interpreting security policy. New video authentication features from Ring are examined as evidence of a broader shift where provenance and chain of custody outweigh convenience, directly affecting the evidentiary value of managed data.The overarching implication for MSPs and IT providers is clear: risk, authority, and liability are being systematically reallocated within the supply chain and between vendors, government, and service providers. Operational preparedness now depends on explicit documentation, governance choices, and advance recognition of liability transfer. Failing to adapt—by leaving deployment decisions, key management, and evidentiary workflows unexamined—may result in organizational fragility, legal exposure, and loss of client trust. Four things to know today 00:00 Stalled AI Adoption and UK Job Losses Show Productivity Gains Are Not Broadly Shared04:06 BitLocker Encryption Allows Microsoft Access to Recovery Keys Stored in the Cloud06:21 CISA Breaks From Past Practice, Declines RSA Conference Appearance08:36 Ring Uses Cryptographic Seals to Verify Video Authenticity as Evidence Trust Becomes a Governance Issue This is the Business of Tech.    Supported by:  https://scalepad.com/dave/

A much-needed discussion on the fast‑shifting world of data privacy in 2026 and what it means for MSPs on the front lines. From the tangled web of U.S. state privacy laws to the rising risks hidden in modern data flows (yes, even your car!), guest Andy Sambandam, Clarip CEO & Founder, lays out why every security breach is now a privacy breach, and why security and privacy are officially a forever marriage. We dig into transparency, consent, data mapping, retention policies, and the growing pressure on businesses to actually practice what their privacy policies preach. If you want to stay ahead of compliance, client expectations, and real‑world data risks, this episode gives you the clarity and direction you need.

Global managed services contracts are experiencing reduced momentum as buyers display notable hesitation to commit to long-term agreements during a period defined by organizational pivots toward artificial intelligence. The Information Services Group reported only a 1.2% quarter-over-quarter increase in large managed services contracts in late 2025, totaling $10.9 billion, with full-year growth barely above 1%. While U.S. activity partially offsets contractions in EMEA and APAC, the prevailing environment is one of caution, shaped less by CIOs and more by business and finance leaders redirecting budgets to support internal AI initiatives and flexible operating arrangements.The growth in technology distributor activity in North America highlights increased market fragmentation rather than expanded service levels. Omdia Tech Services data indicates distributor billings grew almost 15% in 2024, reaching $16.6 billion, with over 72% of transactions concentrated among six distributors. Most billings originated with technology advisors, and both value-added resellers and MSPs contributed smaller shares. This shift points to a market emphasizing flexible sourcing—with more intermediaries and shorter deals—but raises questions about MSP control, as authority and accountability can become diluted.Intel's latest financial disclosures reveal persistent supply and execution challenges in delivering AI infrastructure solutions. Despite exceeding earnings expectations, weak revenue forecasts and admission of supply constraints resulted in a 13% decrease in company stock. The vendor attributed its underperformance to capacity shortages and forecasting issues, underscoring the risks MSPs now face in hardware planning for AI deployments. Additionally, the commoditization of key offerings such as Microsoft 365 backup and the automation of technology review processes further compress execution margins, reducing traditional revenue sources for service providers.For MSPs and IT leaders, these developments reinforce the need to reassess risk allocation, authority, and pricing models in client engagements. With execution becoming both cheaper and less differentiated, value must shift toward governance, outcome accountability, and explicit decision ownership. Delays or misjudgments related to hardware supply and service fulfillment present direct threats to project continuity and client satisfaction, emphasizing the importance of operational flexibility, active vendor management, and strategic repositioning of service offerings. Three things to know today 00:00 As Managed Services Stall Globally, Distributor-Led IT Buying Gains Momentum04:58 Intel Beats on Earnings but Misses on Confidence as AI Demand Outpaces Capacity07:27 As Backup and Reviews Are Automated, MSP Differentiation Shifts from Execution to Decision Ownership This is the Business of Tech.     Supported by:  https://scalepad.com/dave/

This Business of Tech episode delves into the critical alignment of technology with how people work, emphasizing the strategic advantage for businesses, particularly those leveraging Apple ecosystems and remote teams. Rob Calvert, President of Second Son Consulting, highlights common misconceptions in IT, where decisions are often made in a vacuum without considering company culture or workflows. This disconnect leads to daily friction and hinders growth. Calvert shares an example of implementing zero-touch MDM, where the technological aspect is straightforward, but the real challenge lies in adapting workflows and company culture to accommodate remote hiring and device deployment timelines, ultimately enabling faster growth with less operational friction.The discussion underscores the importance of integrating IT decisions with broader business objectives. Calvert explains that for small to mid-sized businesses, understanding and defining existing workflows is a crucial first step. His firm's process involves auditing technology platforms, establishing role-based standards for new hires, and documenting procedures for onboarding and offboarding. This systematic approach, exemplified by streamlining onboarding from hours to minutes, ensures that technology serves as an asset rather than an obstacle, optimizing efficiency and security.Further insights are provided on security and compliance within Apple-centric environments, contrasting them with Microsoft-centric approaches. Key differences include procurement styles, the utilization of Apple Business Manager, and the implementation of non-removable MDM for enhanced security and control. The episode also touches on the growing impact of AI, with a focus on enabling local, on-device AI to address privacy concerns and accelerate business processes like proposal writing and research, while emphasizing the need for leadership to guide AI adoption and manage associated security implications.For MSPs and IT service leaders, the episode offers actionable strategies for improving client IT infrastructure. It stresses the value of aligning technology with specific business workflows and company culture to reduce friction and boost productivity. The discussion on Apple-centric IT and AI adoption provides practical guidance on managing devices, implementing robust security measures, and leveraging new technologies responsibly. The emphasis on creating standardized, documented processes for onboarding and offboarding, while remaining flexible to client needs and potential risks, is a key takeaway for enhancing service delivery and client satisfaction.

The episode centers on structural changes in the Managed Service Provider (MSP) mergers and acquisitions (M&A) landscape, with a focus on the increased influence of private equity (PE), platform strategies, and disciplined deal execution. Dave Sobel and Abraham Garver highlight that the primary driver for buyers has shifted from merely acquiring revenue to seeking operating models that support scale, standardization, and automation. Size of institutional funds directly shapes acquisition targets: funds with $500 million or more increasingly pursue MSPs with minimum EBITDA thresholds, commonly $3–5 million, with larger funds only able to transact at the $10–15 million EBITDA level or above. This signals a market separation, where smaller MSPs face heightened risk of being excluded from future platform opportunities.Supporting these structural shifts, Abraham Garver explains that the buyers' value assessment increasingly prioritizes new customer acquisition over one-off gains from cross-sales like cybersecurity add-ons. Organic growth, shown through the consistent addition of new client logos, outweighs temporary revenue boosts in determining valuation. The episode also outlines that AI investment and automation stories are not materially lifting valuations for smaller MSPs, unless directly reflected in improved financials. Larger providers may have the resources to invest meaningfully in AI, but for the majority—especially those below $10 million in revenue—outsourcing or leveraging third-party solutions is more practical than bespoke, high-cost internal development.A further operational risk discussed is the prevalence of "retrading"—buyers renegotiating valuations post–Letter of Intent (LOI) based on due diligence findings. Abraham Garver reveals that 60% of transactions see price reductions after the LOI, often for factors such as recent customer losses or missed forecasts, diverging from initial headline multiples. This reality highlights the importance of diligent contract negotiation, clear documentation, and the value of experienced advisors to navigate buyer tactics. Rob Calvert contributes additional insight on workflow and technology alignment, emphasizing the role of standardized onboarding and offboarding processes in reducing both operational friction and security gaps.For MSPs and IT service providers, the discussion clarifies several critical implications. First, with platform buyers seeking scale, only MSPs meeting explicit EBITDA and growth metrics will attract competitive offers; others should realistically assess the cost and likelihood of reinvention versus sale. Second, buyers' focus on execution and organic growth, not headline multiples or claims of technological advancement, makes robust financial performance and client acquisition strategies essential to preserving value. Third, the commonality of post-LOI repricing underlines the need for rigorous pre-sale diligence, explicit contractual terms, and experienced representation to preserve deal value and protect against downside risk. Lastly, operational standardization—especially in device and data management—remains central to both platform attractiveness and risk mitigation.

Anthropic's disclosure of model drift within its Claude AI system highlights growing risks surrounding governance and ongoing alignment of artificial intelligence. The company has revised its guidelines using a “Constitutional AI” approach, aiming to instill reason-based behavior and ethical boundaries, and has openly acknowledged that an AI's internal controls may shift unpredictably over time—a concern when models are deeply embedded in business workflows. This admission places attention on governance and accountability rather than just model safety, making clear that the AI a company tests may become materially different after extended deployment, especially as personalization increases.Supporting these concerns, Anthropic's research demonstrated that large language models—including those from Google and Meta—can experience personality drift, with unintended shifts in behavior due to instability of internal control mechanisms. Google's updated AI offerings, tying personal data from Gmail and Photos to generative model responses, intensify challenges around data governance and organizational control. As vendors expand AI personalization and memory features, oversight gaps can emerge, raising questions about who retains authority over information, inference, and decision-making within automated systems.Adjacent findings indicate that the anticipated productivity gains from AI have yet to reach most enterprises. According to surveys cited by Dave Sobel, over half of CEOs report failing to realize ROI from AI investments, while frontline employees describe AI integrations as sources of friction and additional workload rather than relief. In the MSP sector, widespread adoption of “agentic” AI and digital labor is delivering financial upside for some providers, but it is also shifting operational liabilities—especially as contracts and security architectures lag behind new workflow realities.The core takeaway for MSPs and IT service providers is the necessity of reexamining control, authority, and contractual obligations in AI-enabled environments. Delegating tasks to automated agents increases exposure to unpriced and unmitigated risks if governance, liability, and monitoring mechanisms do not adapt accordingly. Effective harm reduction in this landscape requires treating workflows—not just models—as security perimeters, clarifying accountability for AI-driven actions, and ensuring that contractual and operational frameworks reflect these new sources of risk.00:00 AI Governance Moves Center Stage as Models Drift and Personalization Deepen05:08 AI Boosts Executive Productivity While Frontline ROI and Employee Experience Lag07:51 AI Exposes the Real Divide: Governance Failures vs. Effective Oversight in Government Systems10:39 MSPs Chase AI-Driven Margins, but Workflow Security and Liability Define the Real Risk This is the Business of Tech.   

Escalating distrust in identity systems and misuse of AI are forcing a shift in security accountability for small and midsize businesses. Recent analysis highlights that the prevalence of deepfake-driven business email compromise and non-human digital identities is eroding confidence in traditional protective solutions. According to Techyle and supporting reports referenced by Dave Sobel, the ratio of non-human to human identities in organizations is now 144:1, further complicating authority and responsibility for managed service providers (MSPs). As trust in exclusive third-party control disintegrates, co-managed security models are becoming standard, repositioning decision-making and liability.The rise of AI-generated data—described as “AI slop”—has prompted increased adoption of zero trust models, with 84% of CIOs reportedly increasing funding for generative AI initiatives. However, as rogue AI agents are recognized as a significant insider threat, current security services are often ill-equipped to manage these new vulnerabilities. Regulatory bodies, including CISA, have issued guidance noting that the integration of AI into critical infrastructure introduces greater risk of outages and security breaches, particularly when governance remains ambiguous. High-profile vulnerabilities in open-source AI platforms used within cloud environments further highlight the persistence of operational risks.Adjacent technology updates include new releases from vendors such as 1Password, WatchGuard, JumpCloud, and ControlUp. These offerings focus on enhancing phishing prevention, expanding managed detection and response, and automating endpoint management for MSPs. However, Dave Sobel emphasizes that these tools introduce additional layers of automation and integration without adequately clarifying who ultimately holds authority and accountability when failures or breaches occur. There is a consistent warning that stacking solutions or outsourcing core functions without redefining operational control creates gaps between action and oversight.For MSPs and IT leaders, the key takeaway is that security risk is no longer defined by missing technology but by unclear governance, undefined authority, and misaligned incentives. Without explicit contractual and operational delineation of responsibility when deploying AI and automation, service providers are increasingly exposed to liability by default. The advice is to move beyond tool-centric strategies and focus on process clarity: define who authorizes, audits, and terminates non-human identities; establish which parties approve automation actions; and ensure clients understand shared responsibilities to mitigate silent risk accumulation. Four things to know today00:00 TechAisle Warns SMB Security Will Shift in 2026 as Identity Attacks and AI Agents Redefine Risk05:44 AI Moves Deeper Into Critical Infrastructure as Open-Source and Human Weaknesses Expand the Attack Surface09:35 MSP Security Platforms Automate Phishing Prevention and MDR—Outpacing Governance and Control Models12:12 AI-Powered MSP Tools Promise Control and Efficiency, But Shift Responsibility by Default This is the Business of Tech.    Supported by:  https://scalepad.com/dave/

“These are life-safety lines, and failure is not an option,” says Jake Jacoby, CEO of TELCLOUD. “Our solution has to last 20 years, not five—and that's why partnering with Ericsson makes so much sense.” In the latest episode of the TELCLOUD POTS and Shots Podcast Series, Doug Green, Publisher of Technology Reseller News, is joined by Jacoby and special guest Ian Tearle of Ericsson to discuss how global partnerships are accelerating the replacement of legacy copper lines. Tearle, a Technical Alliances Partner Engineer at Ericsson, explains that his role centers on validating and stress-testing partner solutions to ensure they meet the rigorous certifications required for environments such as healthcare facilities, public safety agencies, elevators, and fire systems. “We're not just looking at whether something works,” Tearle says. “It has to be certified, resilient, and designed for real-world safety use. In many cases, what we deploy could literally save lives.” Jacoby outlines how TELCLOUD's POTS replacement platform depends on unbreakable cellular connectivity, making Ericsson's router technology and long-term wireless roadmap—spanning 5G and beyond—a critical foundation. Together, the companies are enabling partners to replace copper lines while maintaining compatibility with legacy life-safety equipment. The conversation also highlights how the partnership simplifies adoption for channel partners. By aligning and co-terminating licensing terms across TELCLOUD and Ericsson solutions, resellers can deploy future-proof POTS replacement without added operational complexity—making the opportunity accessible even for MSPs without deep telecom backgrounds. Looking ahead, both companies view the partnership as part of a broader modernization of global telecom infrastructure. As copper networks sunset worldwide, the need for reliable, certified communication paths remains—and wireless has evolved into a primary connectivity solution. The episode concludes with the Shots segment, where Jacoby introduces Dame Más Reserva Extra Añejo, a cognac-barrel-aged tequila designed to be sipped and savored—an appropriate close to a discussion focused on durability, precision, and long-term value. For more information, visit https://www.telcloud.com/ or call 844-900-2270. More about Ericsson: https://www.ericsson.com/en

MSP business model expert Dave Sobel, who built and sold SolarWinds MSP for hundreds of millions, reveals how technical professionals transform IT expertise into scalable managed service provider businesses. Struggling to turn technical skills into recurring revenue? Discover the repeatable process strategies that separate profitable MSPs from break-fix IT support. You'll learn Dave's proven approach to pricing managed IT services for premium value, building automation systems that reduce production time by 50%, and scaling without founder burnout. Perfect for tech entrepreneurs and IT consultants ready to start an MSP or grow existing managed services. Dave shares frameworks for client acquisition, cybersecurity service delivery, and systematic business protection that kept his clients loyal for 15+ years post-acquisition. Learn why competing on value beats racing to the bottom on price, how to structure MSP contracts that generate predictable revenue, and the essential PSA and RMM tools for MSP automation. This episode delivers actionable strategies for IT business growth, team building in technology services, and navigating the transition from technical operator to scalable business owner. Listen now to build a managed services provider that runs without your constant involvement.

The First Minister answers questions from Party Leaders and other MSPs in this weekly question time. A full transcript of this week's First Minister's Questions will be available on the Scottish Parliament website: https://www.parliament.scot/chamber-and-committees/official-report

Send us a textIn this high-energy and entertaining episode, Joey Pinz sits down with cybersecurity founder and unabashed Italian-American storyteller Tony Pietrocola. From stomping grapes as a child to running an AI-driven security operations platform, Tony brings a rare blend of toughness, humor, and entrepreneurial clarity.They jump from wine, cooking, and massive NFL bodies to college football, concussions, and how elite athletes are built differently. Tony shares what makes college football the real American spectacle—and why private equity is about to reshape the sport.On the cybersecurity front, Tony breaks down the challenges MSPs face, why most still struggle with security, and how AgileBlue helps them build profitable, white-label practices without the overhead of running a SOC. He explains the three questions every MSP should ask a vendor, the rise of AI-assisted attacks, and why consolidation and greenfield opportunities are the biggest missed revenue streams.The conversation ends with health, habit, and personal transformation—discussing Joey's 130-lb weight loss, Tony's daily 5 a.m. workouts, and the childhood structure that forged their work ethic.

PC spending has seen a significant rebound, with Gartner reporting a 9.3% rise in worldwide PC shipments in late 2025, primarily driven by corporate IT upgrades to meet Windows 11 requirements. This recovery, which saw 10.1% growth in Q4 2025 according to Omnia data, highlights a shift from consumer-led demand to necessity-driven upgrades. Despite supply chain challenges in memory and storage, leading to cost increases, 57% of B2B partners anticipate growth in their PC business, underscoring a sustained demand for hardware management and support among MSPs.Concurrently, worldwide spending on artificial intelligence is projected to reach approximately $2.5 trillion by 2026, a 44% increase from the previous year, according to Gartner. This surge is fueled by substantial investments in AI infrastructure, which is expected to account for $1.37 trillion of the total spending. John David Lovelock of Gartner emphasizes that AI adoption success hinges not only on financial investment but also on organizational maturity and self-awareness, suggesting that the value derived from this investment is not yet as certain as the spending itself. For MSPs, this indicates a growing need to navigate the complexities of AI infrastructure deployment and demonstrate tangible value to clients.In the realm of managed services, recent strategic moves by several companies signal an evolving MSP landscape. Corsica Technologies announced 105% year-over-year growth in managed services bookings for 2025 and expanded its portfolio through acquisition, aiming for consolidation and integrated offerings. Net at Work nearly doubled its managed services division size by acquiring a regional competitor, prioritizing scale. Rhubarb IT, spun out from Mac Center, is focusing on a niche Apple-focused IT managed services model, aiming for differentiation. These expansions highlight varying strategies—consolidation, scale, and specialization—that MSPs must consider when evaluating market opportunities and competitive positioning.The implications for MSPs are multi-faceted. The PC market's recovery emphasizes the continued importance of hardware lifecycle management and support services. The explosive growth in AI spending necessitates careful evaluation of infrastructure versus value, with potential risks for organizations rushing capacity purchases without clear demand justification. Furthermore, the diverse expansion strategies among MSPs underscore the need for clear operational, contractual, and financial planning to manage integration, delivery consistency, and customer expectations. The appointment of Rob Rae as a strategic advisor to Guards highlights the critical need for transparency in vendor relationships, particularly concerning incentives, as undisclosed financial arrangements can introduce bias and risk for MSPs who rely on objective evaluation of technologies and partners. Four things to know today 00:00 PC Spending Reflects Operational Necessity While AI Spending Bets on Unproven Demand03:57 OpenAI Promises to Offset Energy and Water Impact as AI Infrastructure Outpaces Regulation05:45 MSP Growth Paths Diverge as Corsica, Net at Work, and Rhubarb IT Make Different Strategic Bets09:09 Guardz's Rob Rae Advisory Appointment Raises Transparency and Governance Questions for MSPs This is the Business of Tech.    Supported by:  https://cometbackup.com/?utm_source=mspradio&utm_medium=podcast&utm_campaign=sponsorship

Sail the seas of tech and AI with experience and confidence.  Gavin Garbutt, Co-Founder and Chairman of Augmentt shares how MSPs must evolve to secure and manage Microsoft 365 and SaaS environments. Adopt a security-first mindset, and dramatically increase technician capacity through standardized Microsoft security best practices; through a unified Microsoft Security Management Platform designed for MSPs. Gavin outlines why “blocking and tackling” fundamentals—leveraging audits and maintaining a consistent security posture—remain critical as MSPs prepare for AI-driven growth.  Key Highlights:  How Augmentt represents the “next generation of RMM” for Microsoft 365, Intune, Defender and SaaA visibility.   Intune Autopilot enables MSPs to standardize, audit, and deploy policies across multiple tenants. 'Secret Sauce' for fostering successful partner and customer relationships. Series A funding, strategic partnerships and marketplace strategy (including Pax8) accelerate innovation and scale. Gavin's vision for unified security, AI enablement, and helping MSPs become more profitable. The charge to go from being reactive to becoming proactive; for 10,000 users per tech and 5x revenue per tech.   From sailing the open seas to navigating the channel's next wave, this conversation delivers practical insight for MSP leaders planning for 2026 and beyond.  Visit augmentt.com/ to learn more and to take advantage of a free security audit report & tool.   Timestamps:  Audit as a Best Practice 13:31  Quickfire Questions 32:45 What to Expect 36:26

In this episode, we cut through the AI hype with Alane Boyd to unpack what MSPs really need to know about today's AI landscape. We cut right to the chase on data‑privacy pitfalls and free-tool misconceptions, and on the rise of AI agents that go far beyond simple automation. We explore practical, business-ready use cases, how to build safe and effective AI policies, and why better prompting (and better balance with our mental health) matters more than ever. If you've wondered how AI can help your team without putting your data at risk, this episode delivers the clarity you've been looking for. If you are looking to connect with Alane Boyd, her website is biggestgoal.ai

The discussion highlights the limitations of traditional cybersecurity training methods, emphasizing that a psychology-informed approach with positive reinforcement is crucial for developing genuine cyber literacy within organizations. Traditional "gotcha" tactics, such as fake phishing tests, are shown to be ineffective and can even lead to increased clicks, according to research from the University of Zurich and Black Hat. This approach risks creating a false sense of security without genuinely improving user behavior.Craig Taylor, CEO of Cyberhoot, advocates for a positive reinforcement model rooted in operant conditioning principles, where rewarded behaviors are repeated and internalized. This strategy is implemented through gamified modules, such as interactive "Hootfish" exercises that guide users in identifying threats with in-moment assistance. Progress is tracked via avatars that mature with learning, and an anonymous company leaderboard encourages engagement, particularly motivating management to complete assignments. These elements aim to foster intrinsic motivation for security best practices rather than relying on external pressure or punishment.The conversation also delves into the challenges of measuring security progress, noting that traditional phishing tests often fail to capture a complete picture of an organization's security posture, particularly with C-suite employees who may not engage with such tests. The episode touches upon the complexities of evolving cybersecurity threats, including AI-powered personalized attacks, and the inherent difficulties in relying solely on human training against sophisticated adversaries. Furthermore, the discussion addresses the lack of accountability for cybersecurity vendors with faulty software, contrasting it with product liability in other industries, and the debate around the absence of consistent federal regulations for AI and data privacy in the US compared to Europe's GDPR.For MSPs and IT service leaders, this episode underscores the need to adopt more effective, psychology-driven security awareness programs that focus on positive reinforcement and intrinsic motivation. It highlights the limitations of purely technical or punitive cybersecurity measures and emphasizes the importance of a comprehensive strategy that combines user education with robust technical defenses. The discussion also serves as a reminder for MSPs to critically evaluate vendor security practices and to advocate for stronger accountability and clearer regulatory frameworks to protect client data and services.

The discussion centers on the rapidly evolving landscape of AI adoption within businesses, highlighting a significant gap between individual user experimentation and formal organizational strategies. While employees across various departments are actively using AI tools for productivity gains, many executive leaders remain hesitant to formally adopt or fund these technologies due to concerns about governance and risk. This creates a "skunk works" environment where individual adoption outpaces official oversight, leading to a potential shadow IT problem for organizations. For MSPs, this presents an opportunity to offer AI governance and risk assessment services, helping clients navigate the complexities of safe and effective AI integration.The episode underscores the compressed adoption cycle of AI compared to previous technology waves like cloud and cybersecurity. While those technologies took years to move from early adopters to mainstream paid engagements, AI has accelerated this process into months. However, this rapid adoption has also exposed new pitfalls, particularly concerning the unknown risks of AI, such as intellectual property disclosure or compliance breaches. The conversation emphasizes that the focus for businesses is shifting from the capabilities of AI to the potential consequences of its misuse, making risk assessment a critical concern for IT service providers looking to guide their clients.A significant portion of the discussion addresses the growing concerns around delegated responsibility and the potential for autonomous systems to make decisions without human oversight. As AI-driven automation expands, the liability for errors or unintended consequences will increasingly fall on IT service providers who implement these systems, rather than solely on the software vendors. This is expected to lead to a "contract lag" as existing agreements fail to account for new AI-related liabilities, prompting a need for updated contractual language and risk allocation frameworks. MSPs will need to proactively address these emerging liabilities to build trust and secure new business in the AI-driven IT services market.The episode concludes by examining the dichotomy between highly technical users who approach AI with incremental caution within existing compliance frameworks, and business users who are adopting AI more rapidly, sometimes without fully considering regulatory or security implications. This necessitates tailored governance strategies for different user groups. For MSPs, the immediate opportunity lies in offering risk assessment and advisory services to help organizations understand their AI exposure. Furthermore, the industry faces a crucial challenge in evolving from rigid standardization to adaptable service models that can accommodate the unique risks and opportunities presented by AI, ultimately determining relevance and avoiding obsolescence in the rapidly changing tech landscape.

Apple has introduced Creator Studio, a subscription-based suite that embeds AI-assisted features directly into familiar productivity and creative tools while maintaining strict control over interfaces and user experience. Alongside this launch, Apple confirmed a multiyear partnership with Google to use Gemini and Google Cloud as foundational AI infrastructure, reportedly involving annual payments of around $1 billion. The approach reinforces Apple's strategy of treating AI models as interchangeable components while retaining authority at the application layer, shifting responsibility for governance and oversight away from the platform and toward downstream users and advisors.Google, meanwhile, expanded Gemini through a new Personal Intelligence feature that can reason across Gmail, Photos, Search, and YouTube data for consumer accounts. Available initially to paid subscribers and requiring explicit consent, the capability highlights Google's advantage in contextual data rather than model novelty. By keeping the feature out of Workspace for now, Google appears to be setting user expectations in consumer environments before enterprise deployment, a move that may influence how business users evaluate AI-enabled decision support in the future.Pax8 disclosed a data leak affecting approximately 1,800 MSP partners after an internal spreadsheet was mistakenly shared with a limited number of recipients. While no personally identifiable information was exposed, the data included licensing and commercial details that could be used for competitive intelligence or targeted attacks. The incident coincides with Pax8's rapid international expansion, new regional offices, and growing reliance by MSPs on its marketplace for procurement and security tooling, including the recent addition of Cork Cyber's risk intelligence platform.Taken together with renewed attention on AI governance, the Secure by Design initiative, and guidance on when to apply GenAI versus traditional code, the episode underscores a widening gap between automation and authority. Surveys show a majority of IT leaders now prioritize AI governance, reflecting concern over accountability, data flows, and failure handling. For MSPs and IT service providers, these developments reinforce the need to clearly define who has the power to approve, pause, or override AI-driven systems and platform dependencies, as clients increasingly expect service providers to explain and manage outcomes they may not fully control. Four things to know today Apple's Creator Studio and Google Partnership Show a Strategy Built on Control, Not AI OwnershipAs Gemini Reasons Across Gmail, Search, and YouTube, Google Redefines AI Advantage Around Context            Pax8 Data Leak, Rapid Expansion, and Marketplace Growth Expose Risk Shift to MSPsAI Governance, Secure by Design, and GenAI Adoption Reveal a Growing Authority Gap for MSPs This is the Business of Tech.    Supported by:  https://scalepad.com/dave/

Doug Green, Publisher of Technology Reseller News, spoke with Rich Tehrani, Chairman of ITEXPO, about why the longtime South Florida event continues to serve as a critical kickoff for the communications, AI, and business technology industries. Now more than 20 years old, ITEXPO brings together enterprises, MSPs, resellers, vendors, and innovators at a time when budgets are forming and technology decisions can shape organizations for years. Tehrani described ITEXPO, organized by TMCnet, as less about gadgets and more about outcomes—career growth, profitability, and informed decision-making. “We're neutral. We don't favor the large companies or the small ones—we do right by the attendee,” he said, emphasizing that the show's open, vendor-agnostic format allows attendees to compare solutions side by side and get direct, human answers that are increasingly hard to find online. A centerpiece of the event is the Tech Super Show model, which co-locates multiple conferences so entire buying teams—AI, communications, cybersecurity, CX, and operations—can attend together. This creates what Tehrani calls a “business technology mall,” where discovery, peer conversations, and partner connections happen organically and quickly, often in minutes rather than weeks. AI is a major focus for 2026, including new programming around AI agents, the Generative AI Expo, and the evolution from IoT to AIoT, alongside expanded tracks on enterprise communications and cybersecurity. For the channel, MSP Expo remains a standout, with increased emphasis on valuation, margins, and building durable businesses, while the new ITAD Connect brings lifecycle and circular economy considerations into the conversation. As the event approaches, Tehrani noted strong momentum from exhibitors and attendees alike and highlighted the appeal of Fort Lauderdale as an accessible, cost-effective destination. “This is where the industry comes together to make better decisions—for your company and your career,” he said. Learn more about ITEXPO at https://www.itexpo.com/east/ and about TMCnet at https://www.tmcnet.com/.

Doug Green, Publisher of Technology Reseller News, spoke with Mark A. Daley, CEO of ROLM, and Cole McKinley, CTO of USX Cyber, about the Department of Defense's phased enforcement of Cybersecurity Maturity Model Certification (CMMC) requirements and what it means for small and mid-sized businesses (SMBs) in the Defense Industrial Base. With CMMC now actively enforced, hundreds of thousands of subcontractors—many without dedicated security teams—must demonstrate compliance to continue working with prime contractors. Daley stressed the urgency of the moment, noting that delays are over. “The government is no longer kicking the can down the road,” he said. “CMMC exists to protect the defense industrial base, and SMBs are now squarely in scope.” To address this challenge, ROLM and USX Cyber have partnered on an integrated, SMB-focused platform built around USX Cyber's Guardian solution. McKinley explained that Guardian was designed to make compliance achievable without stitching together multiple tools. “We built Guardian to be a one-stop platform that makes CMMC approachable, affordable, and audit-ready for SMBs,” he said, adding that the platform satisfies 83 of the 110 required NIST 800-171 controls while providing 24×7 monitoring, evidence management, and guided compliance workflows. Daley highlighted that the solution goes beyond certification prep, combining continuous security operations, governance, and AI-driven automation to reduce long-term cost and complexity. “This is not a one-and-done, check-the-box exercise,” he said. “You have to be ready not just for today's audit, but for the one coming three years from now.” The discussion underscored why CMMC represents both a major risk and a significant opportunity for MSPs and channel partners serving regulated industries. Learn more at https://rolm.ai/ and https://usxcyber.com/.

The First Minister answers questions from Party Leaders and other MSPs in this weekly question time. Topics covered this week include: Keith Brown To ask the First Minister whether he will provide an update regarding the Scottish Government's latest engagement with the UK Government in relation to the distribution of Local Growth Fund allocations in Scotland. Douglas Ross To ask the First Minister for what reason the Scottish Government is going to court to continue to allow it to house male prisoners in the female prison estate, in light of any projections it has made of the cost to taxpayers in Scotland of challenging the Supreme Court ruling in this way. Pam Duncan-Glancy To ask the First Minister what the Scottish Government's response is to findings published by the Royal College of Physicians and Surgeons of Glasgow indicating that a majority of clinicians anticipate practical challenges in implementing the Assisted Dying for Terminally Ill Adults (Scotland) Bill. A full transcript of this week's First Minister's Questions will be available on the Scottish Parliament website: https://www.parliament.scot/chamber-and-committees/official-report

Overview: In this episode of the SMB Community Podcast, hosts James and Amy discuss the key challenges and opportunities MSPs (Managed Service Providers) will face in 2026. They emphasize the importance of AI integration, staff training, tool consolidation, and strategic partnerships. They also highlight the need for MSPs to focus on soft skills and personal customer interactions, as AI takes over more technical tasks. The episode concludes with positive news about U.S. productivity and an announcement about the acquisition of Small Biz Thoughts and IT Service Provider University by MSP Radio.  --- Chapter Markers: 00:00 Introduction and Welcome 00:35 Holiday Season Reflections 01:42 MSP Question of the Week: Challenges and Opportunities for MSPs in 2026  10:35 Tool Consolidation and Operational Efficiency 14:30 Client Expectations and Value Demonstration 19:07 Big News: MSP Radio Acquisition 20:51 Closing Remarks --- New Book Release: I'm proud to announce the release of my new book, The Anthology of Cybersecurity Experts! This collection brings together 15 of the nation's top minds in cybersecurity, sharing real-world solutions to combat today's most pressing threats. Whether you're an MSP, IT leader, or simply passionate about protecting your data, this book is packed with expert advice to help you stay secure and ahead of the curve. Available now on Amazon! https://a.co/d/f2NKASI --- Sponsor Memo: Since 2006, Kernan Consulting has been through over 30 transactions in mergers & acquisitions - and just this past year, we have been involved in six (6). If you are interested in either buying, selling, or valuation information, please reach out. There is alot of activity and you can be a part of it. For more information, reach out at kernanconsulting.com

Send us a textIn this powerful conversation, Joey Pinz sits down with cybersecurity leader and former Naval cryptologic specialist Wilfredo “Will” Santiago to explore the hidden world of modern cyber defense. From growing up in Washington State obsessed with Pokémon cards to serving in Naval intelligence and supporting special operations teams, Will shares how his early experiences, curiosity, and service shaped a career protecting organizations from today's most advanced digital threats.Will breaks down how signals intelligence, network analysis, and cryptology evolved into cybersecurity as we know it—and why the field feels like a high-stakes video game where the challenges never stop. He also dives into how AI is transforming both defense and cybercrime, why quantum compute will accelerate everything, and how MSPs can choose partners they can truly trust.Finally, Joey and Will explore the mindset required to thrive in high-pressure environments: routine, focus, and the ability to act even when you don't feel like it. This episode is packed with insight, humanity, and real-world wisdom.⭐ Top 3 Highlights•

Send us a textIn this thoughtful and deeply human conversation, Joey Pinz sits down with Sharon Florentine, Editorial Director at CyberRisk Alliance, to explore the intersection of creativity, leadership, community, and the ever-changing MSP landscape. Sharon shares her roots as a rhythm guitarist, her love of knitting, and the creative habits that keep her grounded before diving into the bigger questions facing today's MSPs.Sharon breaks down the three biggest challenges MSPs face—security, human capital, and sustainable growth—and explains how media, community, and honest storytelling can help leaders navigate them. She discusses how CyberRisk Alliance supports MSPs with trusted reporting, events, education, and authentic industry insight.The conversation also explores the evolution of publishing, the role of AI in editing, the importance of company values, and the subtle but powerful impact of workplace culture. Sharon also opens up about her personal journey quitting smoking and how consistency, clarity, and self-awareness shape both personal and professional success.This episode blends heart, humor, and hard-won wisdom—perfect for anyone building a business, a team, or a better version of themselves.

Send us a textEpisode 800 of Joey Pinz Discipline Conversations is a milestone moment—recorded live on stage at IT Nation 2025 in Orlando. In this special episode, Joey Pinz shares his speaking session, “Media Mastery: How MSPs Can Drive Growth with Podcasting, Video, and Beyond.”What started as an early-morning session turned into a packed room of MSPs and vendors eager to learn how modern buyers actually discover and trust service providers today. The message is clear: your next client isn't Googling—they're scrolling.Joey breaks down how MSPs can shift from chasing leads to creating conversations using podcasts, video, and authentic storytelling. Drawing from his journey building and selling an MSP, launching a top-ranked podcast, and growing a 75,000+ subscriber media platform, Joey offers practical, no-fluff guidance you can apply immediately—without fancy gear or massive budgets.This episode blends real-world examples, tactical advice, and live audience Q&A covering everything from starting your first podcast to sourcing guests, building credibility, and standing out in a noisy market.If you're an MSP owner, vendor, or service-based business looking to build trust, visibility, and long-term growth, this episode delivers the blueprint—straight from the IT Nation stage.⭐ Top 3 Highlights1️⃣ The Modern MSP Funnel – Awareness → Trust → Conversations → Revenue2️⃣ Why Real Conversations Beat Webinars & Pitches

Send us a textIn this insightful episode of Joey Pinz Disciple Conversations, Joey sits down with industry veteran Raffaele Mautone, the visionary CEO behind Judy Security. With more than 25 years in cybersecurity, Raffaele reveals why traditional security models no longer work for MSPs—and how a simpler, partner-led approach is reshaping the future.Raffaele shares how the shift from point products to unified visibility is transforming how MSPs protect clients, reduce noise, and deliver measurable value. He explains Judy's “Blue Team” approach, instant provisioning, and real-time OpenXDR visibility—allowing MSPs to win more business without rip-and-replace tactics.They also explore AI's rapid acceleration, the fragmentation of global cyber standards, and why customers are desperate for clarity, not more tools. Raffaele's passion for reading, family, and his beloved Bernedoodles also highlight the human side of leadership in an increasingly complex world.The episode ends with a powerful reflection on personal focus, consistency, and showing up daily—no matter what the challenge brings.

This episode examines why growing concern over AI-driven skills obsolescence is less about workforce displacement and more about authority, accountability, and liability for MSPs. As AI systems increasingly triage tickets, remediate issues, and shape outcomes, MSPs are absorbing responsibility for decisions made by tools they did not design and cannot fully audit. The mismatch between AI-driven operations and pre-AI contracts, SLAs, and pricing models creates a widening risk gap that directly threatens margins and client trust. The show then turns to AI infrastructure, focusing on Microsoft's response to rising power and water costs tied to data center expansion. While public commitments emphasize cost control and community investment, the underlying reality for IT service providers is continued volatility. AI workloads remain energy-intensive and politically sensitive, and those costs are likely to be passed downstream. MSPs that price AI-dependent services on today's assumptions risk margin erosion when infrastructure costs shift faster than contracts can be updated.Next, the episode explores how workplace AI tools from Anthropic and Slack are moving beyond assistance into shaping finished work. By summarizing conversations, organizing files, and producing artifacts that become the default record, these tools quietly define “what happened.” For MSPs, this pulls them deeper into advisory territory, as AI-generated outputs influence decisions, accountability, and client understanding—often without clear acknowledgment of what context or nuance was lost. Finally, the episode connects a wave of AI-driven acquisitions to a single strategic thread: vendors racing to own not just insight, but action. As platforms consolidate signals across usage, identity, cost, and observability, the pause between insight and execution disappears. For MSPs, the risk is not being replaced outright, but being sidelined as platforms decide faster than humans can intervene. The path forward is not resisting consolidation, but asserting value where judgment, context, and governance still matter.Four things to know today00:00 Report Warns 40 Percent of IT Skills May Become Obsolete as AI Reshapes Work04:42 Microsoft's AI Data Center Commitments Highlight the Growing Cost and Governance Risks of AI Infrastructure07:16 Anthropic and Slack Expand AI From Assistance to Shaping Finished Work11:00 AI-Driven Acquisitions Show Vendors Consolidating Signals to Move Faster From Insight to Action Supported by: https://cometbackup.com/

Today I'm joined by Matt Tougas, CEO of Mizo. We'll explore how Matt's background as a software engineer and MSP operator led him to develop Mizo, an AI-powered help desk automation platform. We discuss the realities of AI adoption in the MSP industry, why AI agents can sometimes outperform humans in quality and consistency, and why Canadian companies have such an outsized impact in the global MSP software ecosystem. We're talking MSP innovation, Canadian tech pride, and the real-world impact of agentic AI in service operations. Let's get started!   This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

Rising workplace use of artificial intelligence is outpacing organizational governance, according to data from Microsoft and Gallup. Microsoft reports global AI adoption reached 16.3% in 2025, while Gallup finds nearly half of U.S. workers use AI tools at work at least annually. Despite that usage, only a minority of employees report clear employer guidance on AI ownership and purpose, creating accountability gaps that frequently surface during incidents or audits.Additional data underscores uneven adoption and oversight. Microsoft's AI Economy Institute notes adoption rates in the Global North are nearly double those in the Global South, correlating with earlier infrastructure and policy investment. Within organizations, most AI usage remains occasional rather than daily and is concentrated in knowledge roles, suggesting informal, user-driven deployment rather than standardized programs—conditions that complicate governance for MSP-supported environments.Microsoft's product moves further elevate the governance issue. The company is testing policies allowing IT administrators to uninstall Copilot on managed devices while simultaneously enforcing Windows and Office end-of-life timelines through 2026 and embedding purchasing directly into Copilot workflows. These changes expand administrative control but also place AI more firmly inside operational and economic decision paths that MSPs help manage.Platform announcements from Acronis, Hexnode, and Google extend automation from assistance to execution, while public comments from Nvidia CEO Jensen Huang and Linux creator Linus Torvalds highlight differing views on AI speed versus discipline. For MSPs and IT service providers, the practical takeaway centers on accountability: as AI systems take actions rather than make suggestions, governance, policy definition, and oversight become explicit services rather than implied responsibilities. Four things to know today 00:00 AI Use Expands at Work, but Employees Say Transparency and Ownership Are Missing04:37 Microsoft Lets IT Uninstall Copilot as Windows and Office End-of-Life Deadlines Near07:38 Acronis Launches Archival Storage as Hexnode and Google Advance Platform-Centric Automation11:07 Jensen Huang Warns Against AI Regulation as Linus Torvalds Limits AI's Role in Critical Code This is the Business of Tech.     Supported by:  https://scalepad.com/dave/

Procurement is experiencing a significant shift as organizations increasingly adopt automation and artificial intelligence (AI) to enhance sourcing, purchasing, and spend management processes. Kevin Frechette, CEO and co-founder of Fairmarkit, discusses how their platform enables enterprises to transition from manual procurement methods to AI-driven autonomous sourcing. This shift allows procurement teams to handle up to ten times more sourcing events per buyer and potentially save $40,000 weekly per full-time employee (FTE) by streamlining operations and reducing the time spent on repetitive tasks.Frechette highlights a case study involving a Boston-based customer that reduced the time required to clarify requests and set up sourcing events from 40 minutes to just 2 minutes through Fairmarkit's automation capabilities. The platform employs AI to facilitate various stages of the sourcing process, including demand capture, supplier identification, and event awarding. However, Frechette emphasizes the importance of maintaining human oversight in certain areas, particularly where nuanced decision-making is required, ensuring that AI complements rather than completely replaces human judgment.The conversation also touches on the evolving role of procurement professionals in the face of automation. While some experienced workers may resist change, Frechette notes that younger professionals are often more adaptable and eager to embrace new technologies. This generational shift could lead to a more innovative approach to procurement, as new entrants to the field leverage AI tools to enhance their decision-making capabilities and drive efficiency.For Managed Service Providers (MSPs) and IT service leaders, the implications of these developments are clear. Embracing AI and automation in procurement can lead to significant operational efficiencies and cost savings. However, it is crucial for organizations to establish a framework for human involvement in decision-making processes, ensuring that the benefits of AI are maximized while maintaining accountability and oversight. As the landscape of procurement continues to evolve, staying informed and adaptable will be essential for MSPs and IT providers looking to remain competitive.

The recent acquisition of Small Biz Thoughts and IT Service Provider University by MSP Radio marks a significant shift in the landscape of resources available to Managed Service Providers (MSPs). This acquisition aims to ensure the continued stewardship of valuable intellectual property, including books and community resources, while allowing founder Karl Palachuk to refocus on his original goals of writing, speaking, and traveling. The deal emphasizes the importance of maintaining community engagement and enhancing the value of existing assets for the benefit of MSPs.Karl Palachuk discussed the filters he applied when selecting a buyer, prioritizing compatibility and the potential for growth within the community. He expressed a desire for the new ownership to actively utilize the acquired assets to foster a thriving environment rather than allowing them to stagnate. The conversation highlighted the importance of community in the tech industry, where collaboration and shared knowledge have historically driven success.In addition to the acquisition, the episode touched on the evolving role of AI in the MSP sector. Palachuk noted that while AI is set to enhance productivity, it will also necessitate a shift in the skills required for technicians and service providers. The discussion underscored the need for MSPs to adapt to these changes, as the industry faces a wave of mergers and acquisitions that could reshape service delivery models.For MSPs and IT service leaders, the implications of these developments are clear. The acquisition represents an opportunity to access a wealth of resources and knowledge while navigating the challenges posed by AI and market consolidation. Engaging with the Small Biz Thoughts community can provide valuable insights and support as MSPs work to enhance their service offerings and adapt to the changing landscape of technology and client needs.

Intel has launched its Core Ultra Series 3 central processing units, utilizing its new 18A process technology, which aims to enhance performance and efficiency across various applications, including gaming and professional workloads. This development is part of Intel's strategy to regain competitiveness in the CPU market, which has faced increasing pressure from rivals. The new processors promise improved performance per watt compared to previous generations, with further specifications expected soon. This advancement in chip technology is significant for Managed Service Providers (MSPs) as it enables the feasibility of edge AI applications, which require careful consideration of workload clarity and governance.Lenovo introduced Cura, an AI assistant designed to operate seamlessly across its computers and Motorola smartphones, emphasizing on-device processing and user privacy. This system-level AI aims to adapt to user habits over time, assisting with tasks such as email drafting and meeting summarization. However, the episode highlights a concerning trend where many users do not fully utilize existing tools, as evidenced by Microsoft's Copilot user statistics. The discussion underscores the importance of governance in AI deployment, as successful enterprise AI implementations, like those from Siemens, demonstrate that explicit authority and responsibility are crucial for effective outcomes.The episode also addresses the ongoing hype surrounding robotics and automation, noting that while advancements are being made, the reality remains that specialized robots are more practical than general-purpose ones. Companies are focusing on single-purpose robots, which contrasts with the expectation of multifunctional robots. The discussion emphasizes that automation in IT should follow a similar path, advocating for narrow automations with explicit authority to avoid misunderstandings and failures that could lead to accountability issues for MSPs.For MSPs and IT service leaders, the key takeaway is the necessity of redefining governance and responsibility in the face of advancing automation and AI technologies. As systems of action become more prevalent, the shift from traditional dashboards to autonomous decision-making systems requires MSPs to update their contracts and governance models accordingly. The opportunity lies not in simply adopting new technologies but in understanding where automation should be limited and ensuring that accountability is clearly defined to mitigate risks associated with automated systems. Three things to know today 00:00 Intel, Lenovo, and Siemens Signal AI Acceleration, Not Automatic Value, for IT Services06:02 CES 2026 Reveals Why Specialized Robotics and Disciplined Automation Deliver ROI Faster Than General AI09:34 Agentic AI, Action-First Platforms, and the End of Forgiving IT Systems Put New Accountability on MSPs This is the Business of Tech.     Supported by: 

Google has introduced an AI-powered inbox view for Gmail, designed to enhance user experience by transforming the traditional email interface into a personalized platform that includes to-do items and topic summaries. This feature, currently available to trusted testers in the U.S. for consumer Gmail accounts, aims to help users manage their emails more effectively. However, concerns have been raised about the potential for users to feel overwhelmed by excessive to-do suggestions, and Google has stated that users can opt out of these AI features. The company also reassured users that their Gmail content is not utilized for training AI models.OpenAI has launched ChatGPT Health, a tool that allows users to ask health-related questions in a secure environment while connecting their medical records and wellness apps. Although the tool is not intended for diagnosis or treatment, it raises significant concerns regarding safety and privacy, particularly in sensitive areas like mental health. OpenAI has collaborated with over 260 physicians to refine the model, but the lack of full compliance with the Health Insurance Portability and Accountability Act (HIPAA) has led to calls for caution, especially for users with health anxiety. The implications of these tools extend beyond user convenience, as they redefine the nature of work and authority in digital environments.The episode also discusses the growing backlash against AI infrastructure, particularly in local communities where data centers are being proposed. Reports indicate that opposition is rising across the political spectrum, with residents voicing concerns about the environmental and economic impacts of these developments. Additionally, polling data shows that 80% of American adults believe the government should regulate AI, reflecting a significant political opportunity for the Democratic Party. This sentiment is prompting leaders to adopt more vocal stances against AI, as many voters feel threatened by its rapid advancement.For Managed Service Providers (MSPs) and IT service leaders, these developments underscore the importance of understanding the evolving regulatory landscape surrounding AI technologies. As states implement new laws addressing AI safety and consumer rights, MSPs must navigate the complexities of compliance and governance. The episode highlights the necessity for providers to establish clear boundaries regarding AI's influence in client environments, ensuring accountability and minimizing liability risks. As AI continues to integrate into various aspects of technology, the need for informed decision-making and proactive engagement with regulatory changes becomes increasingly critical. Four things to know today 00:00 Google and OpenAI Recast AI as an Authority Layer Over Email and Health Data05:03 From Data Centers to Regulation, AI Expansion Encounters Political and Community Limits08:18 AI, Privacy, and Liability Converge as States Fill the Regulatory Vacuum Left by Washington14:07 Dell Says Consumers Aren't Buying PCs for AI Features, Despite NPU Push This is the Business of Tech.     Supported by: 

Microsoft has announced significant changes to its Teams platform, set to take effect on January 12, 2026. The platform will automatically enhance messaging security by blocking risky files and scanning shared links for potential phishing threats. This proactive measure aims to protect organizations, particularly smaller ones without dedicated security teams, from increasingly sophisticated cyber threats. IT administrators will have the opportunity to review and adjust these settings prior to implementation, ensuring a smoother transition to the new security measures.In addition to the Teams update, Microsoft has decided to retract its previously announced limit on bulk email recipients for Exchange Online, following customer feedback indicating that such restrictions would create operational challenges. The company will maintain existing limits while seeking less disruptive solutions to enhance email security. Furthermore, Microsoft has acquired the startup Osmos to bolster its Microsoft Fabric platform with autonomous data engineering capabilities, aiming to automate data preparation and reduce the manual workload for IT teams.The episode also highlights the rapid growth of Ninja One, which reported a 70% year-over-year increase in annual recurring revenue, surpassing $500 million. This growth positions Ninja One as a strong competitor in the remote monitoring and management market, particularly as managed service providers (MSPs) seek to consolidate tools to improve operational efficiency. The discussion emphasizes the importance of accountability and risk management as MSPs navigate the complexities of tool consolidation and automation.For MSPs and IT service leaders, these developments underscore the need for clear communication and governance in the face of increasing automation and vendor-driven changes. As Microsoft centralizes control over security and data management, MSPs must adapt by managing client expectations and pricing for the support burden that comes with these automated solutions. The evolving landscape necessitates a proactive approach to risk management, ensuring that MSPs are prepared to address client concerns and operational challenges effectively. Four things to know today 00:00 CompTIA Signals Confidence for 2026 as NinjaOne's Growth Highlights MSP Push to Simplify Operations05:12 Microsoft Tightens Defaults and Expands Automation Across Teams, Exchange, and Fabric09:22 Dell Reverses Course on Laptop Branding, Reintroducing XPS to Reduce Confusion and Reset Its AI PC Strategy11:53 Artificial Analysis Overhauls AI Benchmarks to Focus on Real-World Work, Lowering Scores and Raising Enterprise Expectations This is the Business of Tech.     Supported by:  https://timezest.com/mspradio/https://scalepad.com/dave/

Artificial intelligence adoption is accelerating without formal ownership as employees, customers, and patients integrate AI tools into daily decisions. Surveys from Gallup show 45% of U.S. employees use AI at work at least occasionally, while research cited by OpenAI indicates roughly 60% of American adults recently used AI for health-related questions. Zoho and Arion Research report that 41% of organizations have strengthened privacy measures after adopting AI, reflecting growing concern about data exposure and accountability. For MSPs, the shift places liability closer to the systems being used rather than the vendors supplying them.Trust in digital media is also eroding as AI-generated content becomes harder to distinguish from authentic material. Instagram CEO Adam Mosseri states that assuming photos or videos reflect real events is no longer reliable and suggests verification at the point of capture rather than labeling generated content. This approach reframes trust as a technical system rather than a social assumption. For IT providers, the issue extends beyond social platforms to security footage, compliance evidence, training data, and any asset where authenticity must be demonstrated.At the same time, automation and AI training are converging on the same constraint: expert judgment. HireArt's 2025 AI Trainer Compensation Report shows subject-matter experts earning $60 to more than $180 per hour, compared with under $20 for generalist data labelers, reflecting the cost of errors in regulated or technical fields. Kaseya's 2025 EMEA MSP Benchmark Report finds that while nearly 75% of MSPs expect revenue growth, 45% face staffing and skills shortages, increasing reliance on automation built on accurate data and curated exceptions.Major vendors are embedding judgment directly into platforms. ServiceNow's planned $7.75 billion acquisition of Armis expands asset classification and risk scoring within workflows. Freshworks' acquisition of FireHydrant integrates AI-driven incident management into ITSM. Google Cloud's revamped Partner Network shifts incentives toward outcome-based tiers beginning in 2026. For MSPs and IT service leaders, these moves concentrate responsibility around interpretation, governance, and accountability, even as tools increasingly define risk and success.Four things to know today00:00 Surveys Show AI Adoption Is Happening Without Ownership as Employees, Customers, and Patients Lead Usage04:50 Instagram's CEO Says Trust Is No Longer Assumed as AI Forces Proof-of-Reality Models07:22 AI and MSP Automation Are Converging on the Same Bottleneck: Expert Judgment09:52 Vendors Shift From Tools to Judgement as ServiceNow, Freshworks, and Google Cloud Embed Risk, Incidents, and Outcomes This is the Business of Tech.    Supported by:  https://scalepad.com/dave/

The U.S. economy demonstrated robust growth in the third quarter of 2025, with a gross domestic product (GDP) increase of 4.3%, according to the Commerce Department. This growth occurred despite consumer concerns and uncertainties related to tariffs, with military spending and corporate profits contributing significantly. However, the technology sector experienced substantial layoffs, with 1.1 million jobs cut in 2025, of which only 55,000 were attributed to artificial intelligence (AI). The majority of job losses stemmed from corporate restructuring and economic conditions rather than direct displacement by AI, leading to hiring freezes, particularly for entry-level positions.Small and medium-sized businesses (SMBs) are currently facing challenges in attracting talent, with over 70% reporting difficulties in finding qualified candidates due to competition from larger firms. The National Federation of Independent Business noted that nearly half of all small businesses are struggling to fill open positions, which is stalling growth and reducing productivity. Despite a slight increase in small business optimism, driven by expectations of higher sales, many owners cite labor quality as their top concern. Additionally, 64% of SMBs are experiencing supply chain disruptions, complicating their operations.The episode also discusses the ongoing chip and memory shortages, which are expected to persist into 2027, leading to rising prices for consumer electronics. Major memory manufacturers are prioritizing supply for AI companies, impacting pricing across various sectors. Furthermore, the shift towards outcome-based pricing models in software is highlighted, where companies may pay based on actual results delivered, potentially complicating the relationship between service providers and clients if expectations are not clearly defined.For Managed Service Providers (MSPs) and IT service leaders, these developments underscore the importance of clarity and realistic expectations in service delivery. As operational fragility becomes more pronounced amid rising costs and labor shortages, MSPs must reframe their roles from implementers to risk managers. This shift is crucial to avoid margin erosion and contract disputes, ensuring that they are not unduly burdened by decisions made outside their control. The evolving economic landscape necessitates a proactive approach to pricing and service design, particularly as automation and AI continue to reshape the industry. Four things to know today 00:00 Strong GDP Growth, Persistent Layoffs, and Weak AI Returns Expose Hidden Risk for SMB Operations07:04 AI Is Driving Hardware Shortages, Cloud Growth, and Outcome-Based Pricing—Raising Cost Risk for MSPs11:10 MSP Expense Volatility, AI-Driven Service Shifts, and Labor Shortages Are Colliding on Pricing Strategy15:04-- MSP Radio Expands Beyond News With Acquisition of Two MSP Education Brands This is the Business of Tech.     Supported by:  https://cometbackup.com/?utm_source=mspradio&utm_medium=podcast&utm_campaign=sponsorship

Welcome back to the Ultimate Guide to Partnering® Podcast. AI agents are your next customers. Subscribe to our Newsletter: https://theultimatepartner.com/ebook-subscribe/ Check Out UPX:https://theultimatepartner.com/experience/ In this exclusive interview, Vince Menzione sits down with Darryl Peek, Vice President for Partner Sales (Public Sector) at Elastic, to decode how Elastic achieved the rare “triple crown”—winning Partner of the Year across Microsoft, Amazon, and Google Cloud simultaneously. Darryl breaks down the engineering-first approach that makes Elastic sticky with hyperscalers, reveals the rigorous metrics behind their partner health scorecard, and shares his personal “one-page strategy” for aligning mission, vision, and execution. From leveraging generative AI for cleaner sales hygiene to the timeless lesson of the “Acre of Diamonds,” this conversation offers a masterclass in building high-performance partner ecosystems in the public sector and beyond. https://youtu.be/__GE0r2fPuk Key Takeaways Elastic achieved “Pinnacle” status by aligning engineering roadmaps directly with hyperscaler innovations to become essential infrastructure. Successful public sector sales require a dual approach: leveraging resellers for contract access while driving domain-specific co-sell motions. Partner relationships outperform contracts; consistency in communication is more valuable than only showing up for renewals. Effective partner organizations track “influence” revenue just as rigorously as direct bookings to capture the full value of SI relationships. Generative AI can automate sales hygiene, turning scattered meeting notes into actionable CRM data and reducing friction for sales teams. The “Acre of Diamonds” philosophy reminds leaders that the greatest opportunities often lie within their current ecosystem, not in distant new markets. If you're ready to lead through change, elevate your business, and achieve extraordinary outcomes through the power of partnership—this is your community. At Ultimate Partner® we want leaders like you to join us in the Ultimate Partner Experience – where transformation begins. Keywords: Elastic, Darryl Peek, public sector sales, hyperscaler partnership, Microsoft Partner of the Year, AWS Partner of the Year, Google Cloud Partner, partner ecosystem strategy, co-sell motion, partner metrics, channel sales, government contracting, Carahsoft, generative AI in sales, sales hygiene, Russell Conwell, Acre of Diamonds, open source search, observability, security SIM, vector search, retrieval augmented generation, LLM agnostic, partner enablement, influence revenue, channel booking, SI relationships, strategic alliances. Transcript: Darryl Peek Audio Episode [00:00:00] Darryl Peek: I say, I tell my team from time to time, the difference between contacts and contracts is the R and that’s the relationship. So if you’re not building the relationship, then how do you expect that partner to want to lean in? Don’t just show up when you have a contract. Don’t just show up when you have a renewal. [00:00:13] Darryl Peek: Make sure that you are reaching out and letting them know what is happening. Don’t just talk to me when you need a renewal, right? When you’re at end of quarter and you want me to bring a deal forward, [00:00:23] Vince Menzione: welcome to the Ultimate Guide to Partnering. I’m Vince Menzi. Own your host, and my mission is to help leaders like you achieve your greatest results through successful partnering. [00:00:34] Vince Menzione: We just came off Ultimate Partner live at Caresoft Training Center in Reston, Virginia. Over two days, we gathered top leaders to tackle the real shifts shaping our industry. If you weren’t in the room, this episode brings you right to the edge of what’s next. Let’s dive in. So we have another privilege, an incredible partner, another like we call these, if you’ve heard our term, pinnacle. [00:01:00] Vince Menzione: I think it’s a term that’s not widely used, but we refer to Pinnacle as the partners that have achieved the top rung. They’ve become partners of the year. And our next presenter, our next interview is going to be with an organization. And a person that represents an organization that has been a pinnacle partner actually for all three Hyperscalers, which is really unusual. [00:01:24] Vince Menzione: Elastic has been partner of the Year award winner across Microsoft, Amazon, and Google Cloud, so very interesting. And Darrell Peak, who is the leader for the public sector organization, he’s here in the Washington DC area, was kind enough. Elastic is a sponsor event, and Darryl’s been kind enough to join me for a discussion about what it takes to be a Pinnacle partner. [00:01:47] Vince Menzione: So incredibly well. Excited to welcome you, Darryl. Thank you, sir. Good to have you. I love you. I love your smile, man. You got an incredible smile. Thank you. Thank you, Vince. Thank you. So Darryl, I probably didn’t do it any justice, but I was hoping you could take us through your role and responsibilities at Elastic, which is an incredible organization. [00:02:08] Vince Menzione: Alright. Yeah, [00:02:09] Darryl Peek: absolutely. So Darrell Peak vice President for partner sales for the US public sector at Elastic. I’ve been there about two and a half years. Responsible for our partner relationships across all partner types, whether that’s the system integrators, resellers, MSPs, OEMs, distribution Hyperscalers, and our Technology Alliance partners. [00:02:26] Darryl Peek: And those are partners that aren’t built on the Elastic platform. In regards to how my partner team interacts with our team. Our ecosystem. We are essentially looking to further and lean in with our partners in order for them to, one, understand what Elastic does since we’re such a diverse tool, but also work with our field to understand what are their priorities and how do they identify the right partners for the right requirements. [00:02:50] Darryl Peek: In regards to what Elastic is and what it does elastic is a solution that is actually founded on search and we’re an open source company. And one of the things that I actually did when I left the government, so I worked for the government for a number of years. I left, went and worked for Salesforce, then worked for Google ran their federal partner team and then came over to Elastic because I wanted to. [00:03:11] Darryl Peek: Understand what it meant to be at an open source company. Being at an open source company is quite interesting ’cause you’re competing against yourself. [00:03:17] Vince Menzione: Yeah, that’s true. [00:03:18] Darryl Peek: So it’s pretty interesting. But elastic was founded in 2012 as a search company. So when you talk about search, we are the second most used platform behind Google. [00:03:28] Darryl Peek: So many of you have already used Elastic. Maybe on your way here, if you use Uber and Lyft, that is elastic. That is helping you get here. Oh, that is interesting. If you use Netflix, if you use wikipedia.com, booking.com, eBay, home Depot, all of those are search capabilities. That Elastic is happening to power in regards to what else we do. [00:03:47] Darryl Peek: We also do observability, which is really around application monitoring, logging, tracing, and metrics. So we are helping your operations team. Pepsi is a customer as well as Cisco. Wow. And then the last thing that we do is security when we’re a SIM solution. So when we talk about sim, we are really looking to protect networks. [00:04:03] Darryl Peek: So we all, we think that it’s a data problem. So with that data problem, what we’re trying to do is not only understand what is happening in the network, but also we are helping with threat intelligence, endpoint and cloud security. So all those elements together is what Elastic does. And we only do it two ways. [00:04:18] Darryl Peek: We’re one platform and we can be deployed OnPrem and in the cloud. So that’s a little bit about me and the company. Hopefully it was clear, [00:04:24] Vince Menzione: I’ve had elastic people on stage. You’ve done, that’s the best answer I’ve had. What does Elastic do? I used to hear all this hyperbole and what? [00:04:32] Vince Menzione: What? Now I really understand what you do is an organiz. And the name of the company was Elasticsearch. [00:04:36] Darryl Peek: It was [00:04:37] Vince Menzione: elastic at one time when I first. Worked with you. It was Elasticsearch. [00:04:40] Darryl Peek: Absolutely. Yeah. So many moons ago used to be called the Elk Stack and it stood for three things. E was the Elasticsearch which is a search capability. [00:04:48] Darryl Peek: L is Logstash, which is our logging capability. And Cabana is essentially our visualization capability. So it was called Elk. But since we’ve acquired so many companies and built so much capability into the platform, we can now call it the elastic. Platform. [00:05:00] Vince Menzione: So talk to me about your engagement with the hyperscalers. [00:05:02] Vince Menzione: You’ve been partner of the Year award winner with all three, right? I mentioned that, and you were, you worked for Google for a period of time. Yes. So tell us about, like, how does that work? What does that engagement look like? And why do you get chosen as partner of the year? What are the things that stand out when you’re working with these hyperscalers [00:05:19] Darryl Peek: and with that we are very fortunate to be recognized. [00:05:23] Darryl Peek: So many of the organizations that are out there are doing some of the same capabilities that we do, but they can’t claim that they won a part of the year for all three hyperscalers in the same year. We are able to do that because we believe in the power of partnership, not only from a technology perspective, but also from a sales perspective. [00:05:39] Darryl Peek: So we definitely lean in with our partnerships, so having our engineers talk, having our product teams talk, and making sure that we’re building capabilities that actually integrate within the cloud service providers. And also consistently building a roadmap that aligns with the innovation that the cloud service providers are also building towards. [00:05:56] Darryl Peek: And then making sure that we’re a topic of discussion. So elastic. From a search capability, we do semantic search, vector search, but also retrieval augmented generation, which actually is LLM Agnostic. So when you say LLM Agnostic, whether you want to use Gemini, Claude or even Chad, GBT, those things are something that Elastic can integrate in, but it actually helps reduce the likelihood of hallucination. [00:06:18] Darryl Peek: So when we’re building that kind of solution, the cloud service provider’s you’re making it easy for us, and when you make it easy, you become very attractive and therefore you’re. Likely gonna come. So it becomes [00:06:28] Vince Menzione: sticky in that regard. Very sticky. So it sounds like very much an engineer, a lot of emphasis on the engineering aspects of the business. [00:06:35] Vince Menzione: I know you’re an engineer by background too, right? So the engineering aspects of the business means that you’re having alignment with the engineering organizations of those companies at a very deep level. [00:06:44] Darryl Peek: Absolutely. So I’m [00:06:45] Vince Menzione: here. [00:06:45] Darryl Peek: Yeah. And being at Elastic has been pretty amazing. So coming from Google, we had so many different solutions, so many different SKUs, but Elastic releases every eight weeks. [00:06:54] Darryl Peek: So right before you start to understand the last release, the next release is coming out and we’re already at 9.2 and we just released 9.0 in May. So it’s really blazing fast on the capability that we’re really pushing the market, but it’s really hard to make sure that we get it in front of our partners. [00:07:10] Darryl Peek: So when we talk about our partner enablement strategy, we’re just trying to make sure that we get the right information in front of the right partners at the right time, so this way they can best service their customers. [00:07:19] Vince Menzione: So let’s talk about partner strategy. Alyssa Fitzpatrick was on stage with me at our last event, and she Alyssa’s fantastic. [00:07:25] Vince Menzione: She is incredible. Yes, she is. She was a former colleague at Microsoft Days. Yes. And then she, we had a really interesting conversation. About what it takes, like being in, in a company and then working with the partners in general. And you have, I’m sure you have a lot of the similarities in how you have to engage with these organizations. [00:07:42] Vince Menzione: You’re working across the hyperscalers, you’re also working with the ecosystem too. Yes. ’cause the delivery, you have delivery partners as well. Absolutely. So tell us more about that. [00:07:50] Darryl Peek: So we kinda look at it from a two, two ways from the pre-sales motion and then the post-sales. From the pre-sales side. [00:07:56] Darryl Peek: What we’re trying to do is really maximize our, not only working with partners, because within public sector, you need to get access to customers through contract vehicles. So if you want to get access to some, for instance, the VA or through GSA or others, you have to make sure you’re aligned with the right partners who have access to. [00:08:12] Darryl Peek: That particular agency, but also you want domain expertise. So as you’re working with those system integrators, you wanna make sure that they have capability that aligns. So whether it is a security requirement, you wanna work with someone who specializes in security, observability and search. So that’s the way that we really look at our partner ecosystem, but those who are interested in working with us. [00:08:30] Darryl Peek: Because everybody doesn’t necessarily have a emphasis on working with a new technology partner, [00:08:36] Vince Menzione: right? [00:08:36] Darryl Peek: So what we’re trying to do is saying how do we build programs, incentives and sales plays that really does align and strike the interest of that particular partner? So when we talk about it I tell my team, you have to, my grandfather to say, plan your work and work your plan. And if you fail a plan, you plan to fail. So being able to not only have a strong plan in place, but then execute against that plan, check against that plan as you go through the fiscal year, and then see how you come out at the end of the fiscal year to see are we making that progress? [00:09:01] Darryl Peek: But on the other side of it, and what I get stressed about with my sales team and saying what does partners bring to us? So where are those partner deal registrations? What is the partner source numbers? How are we creating more pipeline? And that is where we’re now saying, okay, how can we navigate and how can we make it easier? [00:09:17] Darryl Peek: And how can we reduce friction in order for the partner to say, okay, elastic’s easy to work with. I can see value in, oh, by the way, I can make some money with. [00:09:25] Vince Menzione: So take us through, have there been examples of areas where you’ve had to like, break through to this other side in terms of growing the partner ecosystem? [00:09:33] Vince Menzione: What’s worked, what hasn’t worked? Yes, I’d love to learn more about that. [00:09:36] Darryl Peek: I’ll say that and I tell my team one, you partner program is essential, right? If you don’t have an attractive partner program in regards to how they come on board, how they’re incentivized the right amount of margin, they won’t even look at you. [00:09:49] Darryl Peek: The second thing is really how do you engage? So a lot of things start with relationships. I think partnerships are really about relationships. I say I tell my team from time to time, the difference between contacts and contracts is the R and that’s the relationship. So if you’re not building the relationship, then how do you expect that partner to want to lean in? [00:10:07] Darryl Peek: Don’t just show up when you have a contract. Don’t just show up when you have a renewal. Make sure that you are reaching out and letting them know what is happening. I like the what Matt brought up in saying, okay, talk to me when you have a win. Talk to me when you have something to talk about. [00:10:22] Darryl Peek: Don’t just talk to me when you need a renewal. When you’re at end the quarter and you want me to bring a deal forward, that doesn’t help ab absolutely. [00:10:28] Vince Menzione: So engineering organizations, sales organizations, what are, what does a healthy partnership look like for you? [00:10:35] Darryl Peek: So I look at metrics a lot and we use a number of tools and I know folks are using tools out there. [00:10:41] Darryl Peek: I won’t name any tools for branding purposes, but in regards to how we look at tools. So some things that we measure closely. Of course it’s our partner source numbers, so partner source, bookings, and pipeline. We look at our partner attached numbers and pipeline as well as the amount or percentage of partner attached business that we have in regards to our overall a CV number. [00:11:00] Darryl Peek: We also look at co-sell numbers, so therefore we are looking at not only how. A partner is coming to us, but how is a partner helping us in closing the deal even though they didn’t bring us the deal? We’re also looking at our cloud numbers and saying what amount of deals and how much business are we doing with our cloud service providers? [00:11:15] Darryl Peek: Because of course we wanna see that number go up year over year. We wanna actually help with that consumption number because not only are we looking at it from a SaaS perspective, but also if the customer has to commit we can help burn that down as well. We also look at influence numbers. [00:11:27] Darryl Peek: Now, one of the harder things to do within a technology business is. Capturing all that si goodness. And saying how do I reflect the SI if they’re not bringing me the deal? And I can’t attribute that amount of deal to that particular partner, right? And the way that we do that is we just tag them to the influence. [00:11:44] Darryl Peek: So we’re able to now track influence. And also the M-S-P-O-E-M work that we are also tracking and also we’re tracking the royalties. And lastly is the professional service work that we do with those partners. So we’re looking to go up into the right where we start them out at our select level, we go to our premier level and then our elite level. [00:12:00] Darryl Peek: But left and to the right, I say you gotta go from zero to one, one to five, five to 10, and then 10 to 25. So if we can actually see that progression. That is where we’re really starting to see health in the partnership, but also the executive alignment is really important. So when our CEO is able to meet with the fellow CEO of the co partner company that is really showing how we are progressing, but also our VPs and others that are engaged. [00:12:20] Darryl Peek: So those are things that we really do measure. We do have a health score card and also, we track accreditations, we track certifications as well as training outcomes based on our sales place. [00:12:30] Vince Menzione: Wow. There’s a lot of metrics there. Yeah. So you didn’t bring, you didn’t bring any slides with that out? [00:12:35] Darryl Peek: Oh, no. I’m not looking at slides, by the way. [00:12:40] Vince Menzione: Let’s talk about marketplace. [00:12:42] Darryl Peek: All right? [00:12:42] Vince Menzione: Because we’ve had a lot of conversations about marketplace. We’ve got both vendors up here talking about marketplace and the importance of marketplace, right? You’ve been a Marketplace Award winner. We haven’t really talked about that, like that motion per se. [00:12:55] Vince Menzione: I’d love to s I’d love to hear from you like how you, a, what you had to overcome to get to marketplace, what the marketplace motion looks like for your organization, what a marketplace first motion looks like. ’cause a lot of your cut a. Are all your customers requiring a lot of direct selling effort or is it some of it through Marketplace? [00:13:14] Vince Menzione: Like how does it, how does that work for you? [00:13:15] Darryl Peek: So Elastic is a global organization. Yeah. So we’re, 40 different countries. So it depends on where we’re talking. So if we talk about our international business, which is our A PJ and EMEA business we are seeing a lot more marketplace and we’re seeing that those direct deals with customers. [00:13:28] Darryl Peek: Okay. And we’re talking about our mirror business. A significant amount goes through marketplace and where our customers are transacting with the marketplace and are listing. On the marketplace within public sector, it’s more of a resell motion. Okay. So we are working with our resellers. [00:13:39] Darryl Peek: So we work our primary distribution partner is Carahsoft. So you heard from Craig earlier. Yes. We have a strong relationship with Carahsoft and definitely a big fan of this organization. But in regards to how we do that and how we track it we are looking at better ways to, track that orchestration and consumption numbers in order to see not only what customers we’re working with, but how can we really accelerate that motion and really get those leads and transactions going. [00:14:03] Vince Menzione: Very cool. Very cool. And I think part of the reason why in, in the government or public sector space it has a lot to do with the commitments are different. Absolutely. So it’s not government agencies aren’t able to make the same level of commitments that, private sector organizations were able to make, so they were able to the Mac or Microsoft parlance and also a AWS’s parlance. [00:14:23] Vince Menzione: Yeah, [00:14:24] Darryl Peek: definitely a different dynamic. Yeah. And especially within the public sector. ’cause we have Gov Cloud to work with, right? That’s right. So we’re working with Microsoft or we’re working with AWS, they have their Gov cloud and then we Google, they don’t have a Gov cloud, but we still have to work with them differently. [00:14:35] Darryl Peek: Yeah. Within that space. That’s [00:14:36] Vince Menzione: right. That’s right. So it makes the motion a little bit differently there. So I think we talked through some of this. I just wanna make sure we cover our points [00:14:43] Darryl Peek: here. One thing I’ll do an aside, you talked about the acre of diamonds. I’m a big fan of that story. [00:14:47] Vince Menzione: Yeah, let’s talk about Russ Con. Yeah, [00:14:49] Darryl Peek: let’s talk about it. Do you all know about the Acre Diamonds? Have you all heard that story before? No. You have some those in the audience. [00:14:55] Vince Menzione: I, you know what, let’s talk about it. All [00:14:56] Darryl Peek: See, I’m from Philadelphia. [00:14:57] Vince Menzione: I didn’t know you were a family. My daughter went to Temple University. [00:14:59] Vince Menzione: Ah, [00:15:00] Darryl Peek: okay. That’s all I know. So Russell Conwell. So he was, a gentleman out of the Philadelphia area and he went around town to raise money and he wanted to raise money because he believed that there was a promise within a specific area. And as he continued to raise this money, he would tell a story. [00:15:14] Darryl Peek: And basically it was a story about a farmer in Africa. And the farmer in Africa, to make it really short was essentially looking to be become very wealthy. And because he wanted to become very wealthy, he believed that selling his farm and going off to a long distant land was the primary way for him to find diamonds. [00:15:28] Darryl Peek: And this farmer didn’t sold us. Sold his place, then went off to to this foreign land, and he ended up dying. And people thought that was the end of the story, but there was another farmer who bought that land and one time this big, and they called him the ot, came to the door and said you mind if I have some tea with you? [00:15:43] Darryl Peek: He said, all right, come on in. Have a drink. And as he had the drink, he looked upon the mantle and his mouth dropped. And then the farmer said what’s wrong? What do you say? He says, do you know what that is? No. He said no. Do you know what that is? He says, no. He said, that’s the biggest diamond I’ve ever seen, and the farmer goes. [00:16:01] Darryl Peek: That’s weird because there’s a bunch right in the back where I go grab my fruits and crops every day. So the idea of the acre diamonds and sometimes that you don’t need to go off to a far off land. It is actually sometimes right under your feet, and that is a story that helped fund the starting of Temple University. [00:16:16] Vince Menzione: I’m gonna need to take you at every single event so you can tell this story again. That’s an awesome job. Oh, I love it. And yeah, they founded a Temple University. Yeah. Which has become an incredible university. My daughter, like I said, my daughter’s a graduate, so we’re Temple fan. That’s great story. [00:16:31] Vince Menzione: That is a very cool, I didn’t realize you were a Philadelphia guy too, so that is awesome. Go birds. Go birds. All right, good. So let’s talk, I think we talked a little bit about your ecosystem approach, but maybe just a little bit more on this, like you said, like a lot of data, a lot of metrics but also a lot of these organizations also have to under understand the engineering side of things. [00:16:53] Vince Menzione: Oh, yeah. There’s a tremendous amount to become. Not everybody could just show up one day and become an elastic partner [00:16:58] Darryl Peek: absolutely. Absolutely. So take us [00:16:59] Vince Menzione: through that process. [00:17:00] Darryl Peek: Yeah. So one of the things that we are trying to mature and we have matured is our partner go to market. [00:17:06] Darryl Peek: So in order to join our partner ecosystem, you have to sign ’em through our partner portal. You have to sign our indirect reseller agreement. ’cause we do sell primarily within the public sector through distribution. And we only go direct if it is by exception. So you have to get justification through myself as well as our VP for public sector. [00:17:21] Darryl Peek: But we really do try to make sure that we can aggregate this because one thing that we have to monitor is terms and conditions. ’cause of course, working with the government, there’s a lot of terms and conditions. So we try to alleviate that by having it go through caresoft, they’re able to absorb some, so this way we can actually transact with the government. [00:17:36] Darryl Peek: In regards to the team though we try to really work closely with our solution architecture team. So this way we can develop clear enablement strategies with our partners so this way they know what it is we do, but also how to properly bring us up in a conversation. Also handle objections and also what are we doing to implement our solutions within other markets. [00:17:55] Darryl Peek: So those are things that we are doing as well as partner marketing. Top of funnel activity is really important, so we’re trying to differentiate what we’re doing with the field and field marketing. So you’re doing the leads and m qls and things of that nature also with partner marketing. So our partner marketing actually is driven by leads, but also we’re trying to transact. [00:18:10] Darryl Peek: And get Ps of which our partner deal registration. So that is how we align our partner go to market. And that is actually translating into our partner source outcomes. [00:18:18] Vince Menzione: And I think we have a slide that talks a little bit about your public sector partner strategy. [00:18:23] Darryl Peek: Oh yeah. Oh, I share that. So I thought maybe we could spin it. [00:18:25] Darryl Peek: Absolutely. [00:18:25] Vince Menzione: I know you we can’t see it, but they can. Oh, they can. Okay. Great. [00:18:29] Darryl Peek: There it’s there. [00:18:30] Vince Menzione: It’s career. [00:18:31] Darryl Peek: One thing, I think this was Einstein has said, if you can’t explain it simply, you don’t understand it well enough. So that was the one thing. So I always was a big fan of creating a one page strategy. [00:18:39] Darryl Peek: And based on this one page strategy one of the things when I worked at Salesforce it was really about a couple things and the saying, okay, what are your bookings? And if you don’t have bookings, what does your pipeline look like? If you don’t have pipeline, what does your prospecting look like? [00:18:51] Darryl Peek: Yeah. If you don’t have prospecting what does your account plan look like? And if you don’t have an account plan, why are you here? Why are you here? Exactly. So those are the things that I really talk to my team about is just really a, it’s about bookings. It’s about pipeline. It’s about planning, enablement and execution. [00:19:05] Darryl Peek: It’s about marketing, branding and evangelism, and also about operational excellence and how to execute. Very cool. So being able to do that and also I, since I came from Salesforce, I talk to my team a lot about Salesforce hygiene. So we really talk about that a lot. So make, making sure we’re making proper use of chatter, but also as we talk about utilizing ai, we just try to. [00:19:21] Darryl Peek: How do we simplify that, right? So if we’re using Zoom or we’re using Google, how do we make sure that we’re capturing those meeting minutes, translating that, putting that into the system, so therefore we have a record of that engagement with that partner. So this is a continuous threat. So this way I don’t have to call my partner manager the entire time. [00:19:36] Darryl Peek: I can look back, see what actions, see what was discussed, and say, okay, how can we keep this conversation going? Because we shouldn’t have to have those conversations every time. I shouldn’t have to text you to say, give me the download on every partner. Every time. How do we automate that? And that’s really where you’re creating this context window with your Genive ai. [00:19:53] Darryl Peek: I think they said what 75% of organizations are using one AI tool. And I think 1% are mature in that. But also a number of organizations, it’s 90% of organizations are using generative AI tools to some degree. So we are using gen to bi. We do use a number of them. We have elastic GPT. Nice little brand there. [00:20:11] Darryl Peek: But yeah, we use that for not only understanding what’s in our our repositories and data lakes and data warehouses, but also what are some answers that we can have in regards to proposal responses, RP responses, RFI, responses and the like. [00:20:23] Vince Menzione: And you’re reaching out to the other LLMs through your tool? [00:20:26] Darryl Peek: We can actually interact with any LLM. So we are a LLM Agnostic. [00:20:29] Vince Menzione: Got it. Yep. That’s fantastic. And this slide is we’ll make this available if you don’t have a, yeah, have a chance. We’ll share it. I [00:20:36] Darryl Peek: am happy to share, yeah. And obviously happy to talk, reach out about it. Of, of course. I simplified it in order to account for you, but one of the things that I talk about is mission, vision of values. [00:20:45] Darryl Peek: And as we start with that is what is your mission now? How is anybody from Pittsburgh, anybody steal a fan? Oh wow. No, there’s a steel fan over [00:20:54] Vince Menzione: here. There’s one here. There’s a couple of ’em are out here. So I feel bad. [00:20:57] Darryl Peek: The reason why I put immaculate in there is for the immaculate reception, actually. [00:21:00] Darryl Peek: Yes. And basically saying that if you ever seen that play, it was not pretty at all. It was a very discombobulated play. Yeah. And I usually say that’s the way that you work with partners too, because when that deal doesn’t come in, when you gotta make a call, when you’re texting somebody at 11 o’clock at night, when you’re trying to get that at, right before quarter end. [00:21:17] Darryl Peek: Yeah. Before the end of it. It really is difficult, but it’s really creating that immaculate experience. You want that partner to come back. I know it’s challenging, but I appreciate how you leaned in with us. Yes, absolutely. I appreciate how you work with us. I appreciate how you held our hand through the process, and that’s what I tell my team, that we have to create that partner experience. [00:21:32] Darryl Peek: And maybe that’s a carryover from Salesforce, Dave. I don’t know. But also when we talk about enhancing or accelerating our partner. Our public sector outcomes that is really working with the customer, right? So customer experience has to be part of it. Like all of us have to be focused on that North star, and that is really how do we service the customer, and that’s what we choose to do. [00:21:48] Darryl Peek: But also the internal part. So I used to survey my team many moves ago, and I said, if we don’t get 80% satisfaction rate from our employees how do we get 60% satisfaction rate from our customers? Yeah. So really focus on that employee success and employee satisfaction. It’s so important, is very important. [00:22:03] Darryl Peek: So being able to understand what are the needs of your employees? Are you really addressing their concerns and are you really driving them forward? Are you challenging them? Are you creating pathways for progression? So those are things that I definitely try to do with my team. As well as just really encouraging, inspiring, yeah. [00:22:19] Darryl Peek: And just making sure that they’re having fun at the same time. [00:22:21] Vince Menzione: It shows up in such, I, there’s an airline I don’t fly any longer, and it was a million mile member of and I know it’s because of the way they treat their employees. [00:22:29] Vince Menzione: Because it cascades Right? [00:22:30] Darryl Peek: It does. Culture is important. [00:22:32] Vince Menzione: Yeah. Absolutely. [00:22:32] Darryl Peek: What is it? What Anderson Howard they say what col. Mark Andresen culture eat strategy for [00:22:37] Vince Menzione: breakfast. He strategy for breakfast? Yes. Very much this has been insightful. I really enjoyed having you here today. Really a great, you’re a lot of fun. You’re a lot of fun. [00:22:43] Vince Menzione: Darry, isn’t you? Amazing. So thank you for joining us. Thank you all. Thank And you’re gonna be, you’re gonna be sticking around for a little while today. I’m sticking around for a little while. I’ll be back in little later. I think people are gonna just en enjoy having a conversation with you, a little sidebar. [00:22:55] Darryl Peek: Absolutely. I’m looking forward to it. Thank you all for having me. Glad to be here. And thank you for giving the time today. [00:23:01] Vince Menzione: Thank you Darryl, so much. So appreciate it. And you’re gonna have to come join me on this Story Diamond tool. Yeah, absolutely. Thanks for tuning into this episode of Ultimate Guide to Partnering. [00:23:12] Vince Menzione: We’re bringing these episodes to you to help you level up your strategy. If you haven’t yet, now’s the time to take action and think about joining our community. We created a unique place, UPX or Ultimate partner experience. It’s more than a community. It’s your competitive edge with insider insights, real-time education, and direct access to people who are driving the ecosystem forward. [00:23:38] Vince Menzione: UPX helps you get results, and we’re just getting started as we’re taking this studio. And we’ll be hosting live stream and digital events here, including our January live stream, the Boca Winter Retreat, and more to come. So visit our website, the ultimate partner.com to learn more and join us. Now’s the time to take your partnerships to the next level.