Podcasts about service leadership

Phillip Hogan, CEO of Signing Services of America and author of Relentless Excellence, returns to RISE Urban Nation to share powerful insights on building a marketing strategy that drives real connection and results. This episode explores entrepreneurship, resilience, leadership, and how to turn life's toughest challenges into a foundation for lasting success.     Resources & Mentions

Our third webinar in a three-part series focused on the findings of Whitehall Monitor 2026. The third Whitehall Monitor webinar – the final in a three-part series exploring the IfG's annual flagship report on the civil service – took a deeper look at the people who make up the civil service workforce, including diversity and morale, and considers the crucial role of, and challenges facing, civil service leadership today. The webinar featured: Heloise Dunlop, Researcher at the Institute for Government and co-author of Whitehall Monitor 2026 Tom Fitzlucas, People and Change Expert at PA Consulting Jack Worlidge, Senior Researcher at the IfG and co-author of Whitehall Monitor 2026 The event was chaired by Alex Thomas, Executive Director for Impact and Influence at the IfG. Whitehall Monitor 2026, the IfG's annual data-led assessment of the size, shape and performance of the civil service, examines how the workforce changed in 2025. We would like to thank PA Consulting for kindly supporting this event.

Our third webinar in a three-part series focused on the findings of Whitehall Monitor 2026. The third Whitehall Monitor webinar – the final in a three-part series exploring the IfG's annual flagship report on the civil service – took a deeper look at the people who make up the civil service workforce, including diversity and morale, and considers the crucial role of, and challenges facing, civil service leadership today. The webinar featured: Heloise Dunlop, Researcher at the Institute for Government and co-author of Whitehall Monitor 2026 Tom Fitzlucas, People and Change Expert at PA Consulting Jack Worlidge, Senior Researcher at the IfG and co-author of Whitehall Monitor 2026 The event was chaired by Alex Thomas, Executive Director for Impact and Influence at the IfG. Whitehall Monitor 2026, the IfG's annual data-led assessment of the size, shape and performance of the civil service, examines how the workforce changed in 2025. We would like to thank PA Consulting for kindly supporting this event. Learn more about your ad choices. Visit podcastchoices.com/adchoices

In this vault episode, WDDT host Stephanie Mitton shares more of her personal story and what drives her work. From leading advocacy campaigns that have secured millions in funding to founding Beacon North Strategies, she reflects on the experiences that shaped her path. Stephanie talks about the two biggest forces behind how she shows up: her children and her faith. She shares how motherhood pushes her to be her best, and how her desire to serve and make a positive impact guides her decisions. Growing up in a rural community and in a family of women also played a key role in shaping her curiosity, perspective, and drive. This conversation offers a deeper look at the values behind her leadership and the life she's building. https://www.patreon.com/womendontdothat Instagram - http://www.instagram.com/womendontdothat/ TikTok- http://www.tiktok.com/@womendontdothat Blog- https://www.womendontdothat.com/blog Podcast- https://www.womendontdothat.com/podcast Newsletter- https://www.beaconnorthstrategies.com/contactwww.womendontdothat.com YouTube - http://www.youtube.com/@WOMENdontDOthat How to find Stephanie Mitton: Twitter/X- https://twitter.com/StephanieMitton LinkedIn - https://www.linkedin.com/in/stephaniemitton/ beaconnorthstrategies.com TikTok- https://www.tiktok.com/@stephmitton Instagram- https://www.instagram.com/stephaniemitton/ Interested in sponsorship? Contact us at hello@womendontdothat.com Produced by Duke & Castle Our Latest Blog: https://www.womendontdothat.com/post/i-don-t-do-resolutions-i-do-this-perfect-for-busy-women Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

What if the greatest threat to healthcare isn't a broken system — it's a dehumanized one? In this episode of Experiencing Healthcare, Jamie Preston and Your Health CEO Matt Staub wrestle with a deceptively simple idea from Harvard Business School Professor Ryan Buell: service is the business of people helping people. Sparked by Matt's experience at an Athena Health executive leadership forum, this is a conversation about what it truly means to serve — in a world where technology promises to do it faster, cheaper, and at scale. Key topics covered: Why you can never fully take people out of a service industry — and what happens to care quality when you try How ambient listening technology like Mobius is using AI to restore human connection in the exam room, not replace it The ICU nurses who used tough love to get a post-heart-surgery patient walking — and what that story reveals about what genuine service really looks like The "can vs. should" question every healthcare leader must ask before deploying new technology How to show up and serve others with excellence, even on your hardest personal days Healthcare will always evolve — but Matt and Jamie make a compelling case that the human at the center of care is the one thing worth protecting above all else. This one's worth the listen.

Peter Kujawa, executive vice president and GM of Service Leadership and IT Nation at ConnectWise Labor is roughly 75% of a managed service provider’s cost of goods, which makes compensation strategy one of the biggest levers in the business. In this episode of In The Channel, Robert Dutt sits down with Peter Kujawa, EVP and GM of Service Leadership and IT Nation at ConnectWise, to dig into the findings of the 2026 Annual IT Solution Provider Compensation Report. The conversation starts with the Canadian data, which shows that solution providers in this market are planning the lowest pay increases of any region surveyed – just 7% of employees are seeing raises above 6%, and 42% are getting 3% or less. Kujawa attributes that to macro-economic softness, pullbacks in hiring by large tech firms, and the return-to-office trend reducing the remote competition for talent that was driving up wages in 2021 and 2022. From there, the discussion turns to what separates top-quartile firms from the rest. Best-in-class MSPs pay their service teams roughly $10,000 less on average, but the reason isn’t underpayment – it’s a staffing model built on a higher ratio of Level 1 technicians, made possible by unified tech stacks and narrower customer profiles. Those same firms use three times as much incentive-based compensation as bottom-quartile operators, yet industry-wide adoption of incentive pay has barely moved despite years of data supporting it. The episode also covers early data on AI and automation in the service desk, where digital workers are starting to show up in Level 1 and Level 2 roles, and a look at sales and marketing investment benchmarks – including why the most profitable firms are adding lead generation roles instead of sales headcount. The full report is available from Service Leadership for $2,000 USD, or free for MSPs who contribute their data during the annual survey period. Read Full Transcript Robert Dutt: Hello and welcome to In The Channel from ChannelBuzz.ca, bringing news and information to the Canadian IT channel community for the last 16 years. I’m Robert Dutt, editor of ChannelBuzz.ca and your host for the show. If you run an MSP, labor is your single biggest cost – roughly 75 cents of every dollar you bring in. So knowing what to pay, who to pay more, and where you might be over or under investing in your people isn’t just an HR exercise, it’s a profitability question. Service Leadership, part of ConnectWise, has been benchmarking compensation across the IT solution provider space for years, and they’ve just released their 2026 annual report. What makes this year’s data especially interesting for our audience is that it includes dedicated Canadian data, and the Canadian picture looks quite different than the rest of the market. My guest today is Peter Kujawa, Executive Vice President and General Manager of Service Leadership and IT Nation at ConnectWise. Peter is a former MSP operator himself, and he brings a practitioner’s eye to the data that I think you’ll find really useful. Let’s get right into it, my chat with Peter Kujawa. Robert Dutt: Peter, thanks for joining us. Appreciate it. Peter Kujawa: Yeah, happy to be here. Thanks for having me on. Robert Dutt: I guess the name of the report kind of says what it does on the tin, but for listeners who aren’t familiar with the Service Leadership compensation report, can you kind of give us the 60-second version of what it is, how long it’s been running, and why you guys choose to run it? Peter Kujawa: The compensation report has run – I think this is our seventh or eighth edition of it – but what’s significant is we’ve been running it as an annual report for the last four years. The reason that we’ve made it an annual report is because when we hadn’t run the report for seven years – Service Leadership last had run it in 2015 – in 2021, wage inflation was running so high and causing so many challenges for MSPs that we were getting a lot of questions about what I should be paying my people, what are increases looking like, I’m getting requests for 10, 12, 14% increases, is this in line with the market. And we didn’t have the data. And we’re data people – we like to be able to not talk in theoretical, but talk in data. And so we decided to dust off the older methodology and we ran the report in 2022. It was so successful that we decided to make it an annual report. And so every year in October and November, we open up our portal and MSPs from all over the world enter their data into the system. Anybody who enters their data gets a free copy of the report. We publish it, and anybody else can still buy a copy of the report for $2,000 US. But the value of it’s incredible. What we’re able to do with the report that nobody else can is, because we measure profitability of the industry worldwide, we’re able to correlate what companies – what MSPs – are paying their people, and profitability. So in other words, you’ll see in the report entire sections of analysis saying, what is it that the top quartile most profitable companies are doing differently in terms of paying their people than the bottom quartile? So that provides a lot of really useful guidance. But really the meat of it is when you go into the actual tables. We have over 60 positions that we collect compensation data on from MSPs. And you can see, based on experience level, what MSPs are paying their people for these positions. One of our objectives going in was to be able to provide a report that only shows data from the industry. All of our data is industry-specific data. And why that’s important is, while a hospital system or an enterprise company or others may have level one help desk positions, or they might have project engineers or other positions that sound like MSP positions, in reality, the jobs of those positions are different than they are at MSPs. It’s really hard when you go out and you do a market-based compensation study to really understand, as an MSP, what I should be paying my people versus what enterprise pays for similar positions. So our data is industry-specific. We collect it every year. It’s really recent. We carve it up by region and do different things to give value to MSPs all over the world. Robert Dutt: You’ve said in the past that we’re in the golden age of running an MSP. The compensation data from this year’s report – does it back that up? Does it complicate things? Basically, what’s the headline here in terms of the compensation trend? Peter Kujawa: I would say both. And so first of all, yes, I said that – including last week at London from the main stage keynote. The last six years have been the best profitability years ever for the industry. Best in class has done better than ever. Bottom quartile has lost less money than ever. Still in many cases losing money, but that’s a different discussion. However, MSPs’ largest source of cost is what they pay their people. Delivering services is, by definition, a services-based business. So if I’m delivering managed services, I’m spending about 25% of my cost of goods on my tools. The other 75% or so is on my people. And MSP employees have historically had wage increases at about twice the rate of CPI. So the challenge for MSPs has been, I’m having to pay my people these increases, I’m seeing my cost of labor going up at twice the rate of inflation, I can only increase my customer’s cost by a certain degree. I probably can’t increase them year over year for too many years in a row at twice the rate of inflation. So I need to figure out how to be more efficient in my business. The good news for MSPs is that crazy wage inflation we saw back in ’21 and ’22 has mitigated in three of the four geos. The only exception is Europe. So it’s gotten better, but wage inflation is still a huge issue for MSPs. Since 2013, we measure the relationship between service revenue and the cost of your service team and wages. It’s one of our most important KPIs at Service Leadership. And we haven’t seen any improvement in that since 2013, despite the tools getting better, despite pricing increasing. MSPs have been stuck because wage inflation has been so hot. And so yes, the last six years have been the best time ever for MSPs. But MSPs have to fix this issue with labor costs. And so that’s what’s so exciting about AI and automation, the things that we’re doing at ConnectWise with zofiQ and our platform. These are things that give MSPs the opportunity to finally get ahead and really take a bite out of this labor cost issue. Robert Dutt: Let’s talk about Canada specifically. Your data shows that Canadian solution providers are planning the lowest pay increases of any region. I think it was only 7% of employees are getting raises north of 6%, 42% getting 3% or less. What’s behind that? Peter Kujawa: Well, I think there’s a bunch of things that are going on right now. Number one is, depending on the region, there’s some economic softness. And when there’s softness in the economy in general, that comes into the labor pool. So if other companies are not adding staff at the same rate, it takes some of the pressure off of MSPs in that area. So there’s definitely some of that going on. I think also just the overall tech economy, especially in North America – we’ve seen a lot of announcements about significant cuts from some of the larger tech companies. And that has a way of bleeding down into the MSP space. We saw the opposite in 2020 and ’21 and ’22, and that was all these companies are hiring and they’re adding remote labor all over. And all of a sudden, local MSPs are having to compete with some of the biggest tech companies in the world for their local talent because of remote work. Well, many of those – A, many of those companies have been cutting a lot of jobs and it’s been very publicized over the past year. B, remote work has changed as well. We have analysis in there showing that most companies in the MSP space have returned to the office. And that’s definitely something that I think you’ve seen in big tech as well. So those two things have taken some of the pressure off and improved those really high-level increases. And I think that’s what we’ve seen in three of our four markets. Robert Dutt: In terms of the Canadian numbers, I’m curious if you see them making – is it a company choice? Is it discipline, or is it a sign that Canadian MSPs are under more financial pressure than their peers in other markets? Peter Kujawa: I’d have to run and take a look at the data on the profitability of the Canadian market compared to some of the other markets right now. I’m not aware of any of that being an issue right now, but I could certainly take a look at that, Robert, and get back to you. I think it’s more a case of the North America trends on labor. It’s probably indicative of a general softness in the Canadian economy and just some concerns that companies have. When companies are concerned about what’s going on today in the macro economy in their region, they pull back on hiring. Well, when they pull back on hiring, that creates less opportunities for the employees of the MSP to jump ship and go somewhere else and get a big bump. Second of all, I think MSPs are known as great training grounds for tech employees, and the tech employees know this. Recruiters know this. MSPs are really fertile recruiting ground. Well, it’s a lot more tempting to take that offer when it looks like the economy is red hot and everybody’s growing. When it looks like, you know, things are pretty good for me at the MSP – I like what I do, and yes, I could go to this other company, but we’re seeing all these cuts at all these other companies, and my MSP is doing fine and growing and has been good to me – maybe I’m happy with a normal increase and maybe that huge increase I was looking at getting is not as tempting and I’m maybe not going to leverage it. So I think all these things tie together when you’re looking at what goes on in wage inflation in our industry. Robert Dutt: So from the other point of view, it kind of cuts the chances of it becoming a retention issue. As you say, there’s those kinds of loyalty factors built in. One of the more counterintuitive findings is that best-in-class MSPs – the top quarter in profitability – gave roughly three times fewer large pay increases than bottom quartile firms. What are they doing differently? Peter Kujawa: Yeah, it’s an interesting question. There’s a few factors that tie in. There’s some other linkage to what the best in class is doing differently, but I think specifically in terms of increases, there’s a couple things that play out. Number one is the best in class have built a business that is much easier to recruit somebody into and get that person to be productive faster. And what I mean by that is best-in-class companies are servicing a more narrow target customer profile. They are much more likely to have their customer base on a singular tech stack. So they’re not servicing multiple vendors per each thing that they offer. So let’s say, for example, firewall support – just a basic example. A best-in-class company is much more likely to have unified on a single vendor and have 100% of their managed service clients on that vendor’s products. As a result, it’s a lot easier for a new tech coming in to understand their offerings, to become productive faster. So they hire more level one techs and they’re able to recruit those techs and get them up and running easier. That gives them an advantage when there’s techs that are thinking of leaving and they need to match a higher increase in order to keep that tech. If you know that we’re going to lose a certain number of techs a year and we’re going to need to replace a certain number of techs a year and it’s fine, we’ll deal with it, we have the engine that’s capable of sustaining and bringing them in – well, then I’m more likely, when a tech comes in on a Friday and says, “Hey, I’ve got this offer. I like it here, but it’s a 20% increase or 15% increase. If you match it, I’ll stay” – well, if I’m a bottom quartile shop and I have all this additional complexity in my organization, it’s harder for me to get somebody up and running. I’m probably more likely to match that or come close to it if they stay. If I’m a best-in-class shop, I’m much more likely to say, “Hey, you’ve been great here. Glad we hired you two years ago or whenever. Keep in touch. And if you know anybody who’d be a good fit, send them our way.” So that’s one factor. Number two is, when you work at a bottom quartile MSP, it’s not a lot of fun. Process is not as good. As I said, you don’t have as much of a unified tech stack and target customer profile. As a result, the quality of your service delivery tends to suffer. You’re probably getting yelled at more often by your customers. It’s just, in general, not as enjoyable of a place to be. Best-in-class shops grow the fastest. When you’re working at a best-in-class MSP that’s growing at twice the rate of a bottom quartile MSP, that means there’s going to be more opportunity for you from a career perspective. Life is a lot more fun when you’re at a faster growing, more profitable firm. So those companies are able to be more discerning on the increases that they give. I think the other factor at play is the best-in-class MSPs tend to be much better at using data to make decisions. And that’s not just for what they pay their people – they use data and really understand what’s going on in their business, in their industry. They’re less likely to just throw around increases for the sake of increases, and they run their businesses in a tighter way. So I think there’s several things that tie into that. Robert Dutt: It sounds like the takeaway, the lesson, is not so much “pay less” as it is structure the organization more intentionally, more thoughtfully, and you’re able to – for all these reasons that you outline – keep people or better react when folks do want to move away for a much higher paycheck. Peter Kujawa: Yeah. Run your business at a higher operational maturity level, and you will get all sorts of other benefits from it, including this. One of the other slides that is in there that’s tied into what you just said is, we looked at on average, by category of employee, what is the best in class, median, and bottom quartile pay in each category. And one of the questions I get a lot from the report is, on average, the best in class pays their managed services team $10,000 a year less than the bottom quartile. It’s about $75,000 for bottom quartile, about $65,000 for best in class. So the question is, well, if I go work at a best-in-class MSP, am I being underpaid? Do I have to take a pay cut to go work at a best-in-class MSP, or are they just not fair with what they pay their people? The answer is, that’s not the way to look at that data. The best in class is able to pay less on average because, if you look at a managed service team, you have level one techs, level two techs, level threes. You also have service managers, you have vCIOs, project managers or project coordinators. So you have all these people that constitute the team, but the majority of the positions are your techs – level one, two, and three techs. Our data says that the best in class have a much higher percentage of level one techs. The bottom quartile have a much higher percentage of level two and three techs. So if I have two MSPs side by side, and they both have 10 techs in their tech team, but one of them has two level ones and the other eight are a mix of level twos and threes – well, those level twos and threes cost a lot more. So if I have another MSP that has 10 techs but six of them are level one techs and four of them are level two and three, those level one techs cost a lot less. If I add all those up and I divide by the number of employees I have, my average cost per tech is much lower if I have more level one techs than if I have more level two and three techs. So you can go to work at a best-in-class MSP and do well. In fact, they pay more incentive pay as a percentage on average. So if you’re really a rock star and you go in and do a great job at the business, you should actually be able to make as much or more money. Robert Dutt: You talked before about the 14% or so of gross margin benchmark for marketing spend. Are there similar concrete benchmarks in this report that an MSP owner could take back to their business this week and immediately act on in terms of improving profitability or improving the business? Peter Kujawa: Yes. There’s a number of them. I would say it would depend on the size or maturity of the MSP what they would act on or take back. But if nothing else, the first thing I would suggest is go into the actual data tables and see how your people compare and understand if – first of all, no MSP leader or owner ever hears from their people, “You know, I think we’re kind of overpaid. Why don’t we – we would like to see our pay reduced to the market,” right? There’s a constant pressure to do two things when you’re running an MSP. Number one is to pay more. Number two is to add more bodies. So I would go back first and foremost, look at the tables and say, here’s what I have for people, here’s their experience level, here’s where they’re at. How am I comparing to what I’m seeing in the market? That would be number one. Number two is I would, regardless of the size of the MSP, look at my incentive pay for both managers and staff positions. I would take a look at what percentage of total annual earnings are tied to incentive. The best in class on average ties about three times as much to incentive pay as the bottom quartile, for both staff and for managers. Well, how do they do that? There’s some best practices to incentive compensation. What you don’t want to do is go out tomorrow and just cut a percentage of pay out of your people’s base and shift it to incentive and say, “Hey, great news guys. Effective today, I just cut your pay by 10%, but now you get an incentive and you can actually earn a little bit more.” That will not go well. So there’s best practices for how to implement this. Start with your managers. Build the incentive, make sure you’ve got it right, you’re measuring it right. Then roll it out to your staff positions. What you’re incenting is really important. You want to make sure you’re tying it to the greatest degree of what they have control over. And you’re not just tying everything to the profitability of the business or sales growth. There are other things that people tend to have more influence over. So really understand incentive pay and how to leverage that as well. Depending on the size your MSP is, there’s also some really interesting information in there about some of the staffing composition. For example, we know that – you cited the 14% of gross margin should be invested in sales and marketing. That’s true. About 4% or so of that tends to go to marketing. About 10% of that tends to go to sales. But what’s interesting is, when we looked at staffing FTEs by role, the best in class are actually adding more lead gen people in marketing and the bottom quartile are adding more salespeople. So they’re both trying to grow their business. They’re both focused on new logo acquisition. But the best in class has learned that salespeople are expensive. They’re hard to find great ones. It takes a while to get them productive. When I have a good one, I’m much better off to invest some additional money in my marketing engine and use that marketing engine to drive more leads back to my salespeople and make sure that my salespeople are really doing what they’re best at all day. The bottom quartile tends to just add more sales bodies and hope that they can be more productive. So there are some differences in the report that get into some of those best practices. It’s part of the reason the ConnectWise partner program was designed the way that it was – to really help with lead gen and to help MSPs tackle some of those challenges. Because it’s really frustrating when you add salespeople and you’re spending a lot of money and you’re not seeing new sales come in. You want to make sure that they’re really productive. Robert Dutt: This year you’re tracking digital workers for the first time – AI agents, automation bots. How widespread is adoption right now amongst the firms in your data set? Are we talking about 5% experimenting, or is this something that’s pretty material in the results? Peter Kujawa: At this point, the data told us about what we expected, which is we’re really early on. Our goal this year was to collect a baseline number. And what we saw was that most MSPs as of last year did not yet have full-time digital workers, but where we did see them was in level one and level two tech roles, which – that’s where we’re seeing it in the industry in general. So that makes perfect sense to us. What we think we’ll see is, over the next couple of years, those numbers are going to start to ramp up pretty significantly. Robert Dutt: When you look at firms that are deploying digital workers and you look at their compensation data side by side, are they paying fewer people more, or are they just running leaner? Peter Kujawa: I think at this point, because of how early on they are, they’re just getting up and going. But where we’re starting to see the gains is you’re starting to see a little bit of a shift in the staffing model mix. Back to that firm that has 10 employees in their help desk – let’s say they’re best in class and they have six of those are level ones, three of them are level twos and they have one level three. What we’re starting to see is, as the report says, there’s about 23% or so turnover in your level ones. So as they are losing some of their level one techs, they’re not backfilling some of those positions at all or as quickly. As they’re building these efficiency gains into their help desk and starting to see some automation gains, we are starting to see some impact in profitability and in that staffing model. Again, we’re really in the early, early stages of this. We think it’ll start showing up significantly in the Service Leadership data by later this year, because our profitability data is always a quarter behind by definition. But anecdotally, some of the MSPs that we talk to are starting to see those gains, and they are starting to see that manifest with their level one staffing particularly. Robert Dutt: It’s going to be an interesting space to watch and see what that looks like as that trend line develops. If you’re a Canadian MSP owner, particularly a smaller MSP, and you could look at only two or three data points from this report to kind of pressure test your own comp strategy, what would you be looking at first? Peter Kujawa: I would look first at the data tables of the average by experience per position. So I would first start with all my most common positions. For most MSPs, those are going to be level one and maybe level two techs. And I’m going to look at by experience, what am I paying each of my people? So I’m going to use that. And then I’m going to go into my other positions through my organization. I’m going to use that to really pressure test – am I paying correctly? Number two is I would go in and look at my incentive pay. Do I have something tied to performance for every one of my people? If I do, am I doing this the right way? Have I set up the plans in a way that’s going to lead to better results for the business and for the employee when the employee does great? I mean, that’s one of the measures of an optimal incentive plan – when the employee overperforms and gets paid on an overperformance, everybody’s happy. If the employee is happy but the owner of the business is unhappy because the employee hit their overperformance, well, that’s bad. I’ve got a problem with my incentive. So I’m going to look at how I structured the incentive for everybody. Those would be number one and number two. Number three, I’m going to start looking at, depending on the size of MSP I am, what should my model be evolving into? I’m going to use this as part of my budgeting. So depending on the fiscal year timing, you might be early-stage fiscal year, you might be late-stage if you do a mid-year fiscal year. Regardless, I’m going to start looking at this data and start modeling it out to see how does this fit into my budget for next year. What should I be starting to plan on for changes I’m going to want to make in my compensation structure? Because you really want to get ahead of those and make sure that they fit into the overall business goals of what you’re trying to do. Robert Dutt: You mentioned near the top of the interview that wage inflation peaked in 2022. It’s been easing since. Is that a reason for MSPs to breathe easier, or is it masking something that they should be watching? Peter Kujawa: Yeah, it’s the opposite. In 2022, wage inflation was running upwards of 10% or more. We were seeing these crazy increases out in the market as a norm. But on the flip side, we were also seeing managed service organic revenue growth running at its peak – about 25%. And the reason it was so hot was a mix of a few things, but a significant contributing factor was price increases on managed service offerings. MSPs got much better at that time at understanding, I have a gun to my head from all this wage inflation – I better start doing some uncomfortable things with increasing pricing for my customer base. And they did. And we saw that in the data, which got the MSPs through it. They were able to maintain profitability, et cetera. So that was the good news. The bad news is that you can’t increase prices at that level indefinitely. And so yes, wage inflation is better, but again, we’re back to more of a normal increased cadence on pricing. And yet MSP wage inflation, even though it’s much, much better than 2022, still runs about twice the rate of CPI. MSPs cannot take their eye off the ball with this. It’s really important as we go forward that MSPs be focused on where can I drive efficiency gains in my business. Where do I have waste today? Forget AI and automation for a second. Are there employees that I’ve been carrying that are not producing, but I like them, and so I keep them around? I just haven’t been disciplined at making some tough decisions. If that’s the case, make those tough decisions first. Second is, every MSP out there needs to be focused on automation and AI. It’s not for luxury reasons. It’s for survival reasons. The industry is changing rapidly. Every MSP needs to be focused on how can I get more efficient with my cost of labor and how can I make sure that as I’m growing my business, I’m not growing my labor cost at an equivalent rate to the growth of my business. These things will ensure that not only will the MSP survive, but they should be able to improve their profitability. If they’re bottom quartile, get up to median. If they’re median, get up to best in class. And really be well positioned for the evolution of the industry over the next few years. So yes, it’s good news that wage inflation has improved. But it hasn’t taken the pressure off at all for MSPs to focus in on AI and automation. Robert Dutt: And my last question – what’s one thing that surprises you in this year’s data that you didn’t expect to find there? Peter Kujawa: That’s a great question, because nothing surprises me at this point ever looking at the data year in and year out. I think I continue to be really surprised by the bottom quartile and the median. We’ve been talking for years about incentive pay and tying your employees to performance. And yet we’re not seeing the needle move significantly in the bottom quartile and the median in that regard. I would have expected by now, with how many years we’ve been talking about this and publishing this data, that we would have seen some more significant improvements in tying employees’ pay to performance. But we’re not really seeing that significantly change. So again, if I’m a smaller, midsize MSP, or even a larger MSP, I’m going to use the report as an opportunity to go in and look at what we’re doing in that regard and make sure that we’re doing what we can to tie employee performance to their pay. Robert Dutt: It makes a lot of sense. I think that disconnect is a big neon sign pointing towards an opportunity to optimize. Peter, I appreciate your taking the time and walking us through so much of this data. There’s some real value in there for the MSP community. Peter Kujawa: Well, thanks for having me, Robert. Enjoyed the interview. Robert Dutt: There you have it – Peter Kujawa from ConnectWise and Service Leadership. I’d like to thank Peter for his time. He brought a lot of substance to this one. And thank you for listening. A few things I’m taking away from the conversation. First, that Canadian stat. We’ve got the lowest planned pay increases of any region in the report. Peter’s read on that is that it’s less about financial pressure and more about a macro environment that’s eased the competitive pressure on talent. Whether that’s a strategic advantage or a risk you’re not seeing yet is worth thinking about. Second, and this might be the most actionable piece – the best-in-class firms aren’t just paying less. They’re paying differently. More incentive-based comp, smarter staffing mix, investing in lead gen over sales headcount. That’s a playbook, not just a data point. And third, if you’re not using incentive pay yet, you’re in the majority, but that’s not necessarily where you want to be. We’ll have a link to the report in the show notes. If you’re enjoying the ChannelBuzz.ca podcast, do me a favor and follow or subscribe wherever you’re listening. We’re on Apple Podcasts, Spotify, YouTube, and most of the major directories. And if you’ve got a minute to leave a rating or a review, that goes a long way to helping other folks in the channel find the show. Until next time, I’m Robert Dutt for ChannelBuzz.ca, and I’ll see you in the channel.

Today is Monday, March 23, 2026. Welcome to In Case You Missed It, our weekly five-minute rundown of important channel news stories that might have flown under the radar last week. This episode of In Case You Missed It is brought to you by ESET Canada. ESET's Women in Cybersecurity Scholarship is now open for 2026, with three $5,000 awards available to women pursuing careers in cybersecurity. Applications close April 8. Learn more and apply. On this episode: Bell Canada bets big on AI in Saskatchewan. Bell Canada and the Government of Saskatchewan announced a 300-megawatt AI data center outside Regina — Canada’s largest purpose-built facility, projected to generate up to $12 billion in economic value for the province. Cerebras Systems and CoreWeave are signed on as anchor tenants. For the Canadian channel, the downstream opportunities in connectivity, edge infrastructure, and AI professional services are worth watching, as is the data sovereignty angle of keeping AI compute on Canadian soil. The Globe and Mail’s take on what this signals about Bell’s broader AI strategy. WBM Technologies says buy your RAM now. WBM’s March IT Procurement Update is the most useful thing a Canadian partner has published this month. Every vendor category is listed as constrained. HPE has seen a 24-30% list price increase in March alone. Fortinet is implementing monthly 10% price increases. HP is coming with another 10%+ increase April 1. WBM’s recommendation: buy the RAM and storage you need for the lifetime of the system. Nature magazine is calling it “RAMmageddon.” AWS brings AI agents to partner selling. At its Global Partner Summit, AWS announced AI-powered sales agents in Partner Central, built on Amazon Bedrock AgentCore. Partners can upload meeting notes, auto-update opportunity records, check funding eligibility, and generate draft MAP funding requests. AWS reports 15% higher win rates and 44% faster close times from its solution matching engine. Another signal that vendors are using AI to fix the administrivia of partner selling. Exabeam launches new MSSP commercial framework. Exabeam expanded its APEX Partner Program with two new licensing models for MSSPs: a single pooled multi-tenant option and a federated subscription model. For partners building or scaling MSSP practices, it’s designed to offer more flexibility in packaging and pricing Exabeam’s SIEM and analytics platform. This week on In The Channel: Canadian MSPs plan the lowest pay increases of any region, and that might not be a bad thing (Tuesday) Most MSP contracts wouldn’t survive a courtroom — here’s where to start fixing that (Wednesday) Cisco Canada sees a “perfect storm” driving multi-year infrastructure refresh (Thursday) From NetSuite President’s Club to grain-to-bottle whisky in the Eastern Townships — our first Life After the Channel episode (Friday) Read Full Transcript Welcome to In Case You Missed It from ChannelBuzz.ca. I’m Robert Dutt, editor of ChannelBuzz.ca. Today is Monday, March 23rd, 2026. Let’s get your week started right. This week’s In Case You Missed It is brought to you by ESET Canada. ESET’s Women in Cybersecurity Scholarship is now open for 2026, with three $5,000 awards available to women pursuing careers in cybersecurity. Applications close April 8th. Learn more and apply at eset.com/ca. ESET – protecting progress. The biggest Canadian tech infrastructure story in a while landed last week, and it didn’t come from Toronto or Montreal or Vancouver. Bell Canada announced a partnership with SaskTel and SaskPower to build a 300-megawatt AI data center outside Regina, Saskatchewan. The facility is projected to generate up to $12 billion in economic value for the province, and it’s being positioned as Canada’s largest purpose-built data center. The anchor tenants tell you where this is headed: Cerebras Systems and CoreWeave, two of the biggest names in AI compute infrastructure, are signed on. This isn’t a general-purpose facility — it’s built for the kind of GPU-dense, power-hungry workloads that AI training and inference demand. For the Canadian channel, there are a few things to watch. Local IT providers in Saskatchewan and Western Canada could see downstream opportunities in connectivity, edge infrastructure, and professional services around AI deployments. The data sovereignty angle is real — keeping AI compute on Canadian soil is increasingly a selling point with public sector and regulated-industry customers. And the scale of this investment signals that Canada is becoming a serious destination for AI infrastructure, not just a market that consumes AI services built somewhere else. If you’re quoting hardware right now, you need to see WBM Technologies’ March procurement update. It’s the most useful thing a Canadian partner has published this month, and the message is blunt: They're telling customers to buy the RAM and storage you need to support your systems for the lifetime of that system. Every single vendor category WBM tracks is now listed as constrained. HPE has seen a 24 to 30 percent list price increase in March alone, with quote validity down to just 14 days. Fortinet is implementing monthly 10 percent price increases. Dell expects further adjustments on March 30th. And HP is coming with another minimum 10 percent increase on April 1st. WBM is linking to Nature magazine, which is calling this “RAMmageddon.” If you’ve been following our coverage of the component shortage over the past few weeks, this is the same story, but it’s accelerating. We’ll have a link to the full WBM update in the show notes. It’s worth bookmarking. Two weeks ago on this podcast, we talked about Ingram Micro’s AgenTeq platform and the push to bring agentic AI into the distribution workflow. Now AWS is doing something similar inside Partner Central. At its Global Partner Summit, AWS announced AI-powered sales agents built on Amazon Bedrock AgentCore. Partners can upload meeting notes and have opportunity records auto-updated. The agent flags whether a deal qualifies for AWS funding programs like MAP and can generate draft funding requests pre-filled with deal details. AWS says partners using its solution matching engine are seeing 15 percent higher win rates and 44 percent faster close times. The pattern is becoming clear: vendors are using AI to fix the messy middle of partner selling — the admin, the quoting, the funding applications, the administrivia. Worth watching how quickly this becomes table stakes. And finally, Exabeam launched a new commercial framework for MSSPs last week, offering two licensing models: a single pooled multi-tenant option and a federated subscription model. The idea is to give managed security service providers more flexibility in how they package and price Exabeam’s SIEM and analytics platform for their customers. For partners building or scaling MSSP practices, it’s worth a look. We’ll have a link in the show notes. Those are some of the things we were paying attention to last week.  Big week ahead on In The Channel.  Peter Kujawa from ConnectWise’s Service Leadership practice on why Canadian MSPs are planning the lowest pay increases of any region — and why that might not be a bad thing.  Rob Scott from Monjur on why most MSP contracts wouldn’t survive a courtroom.  Cisco Canada on the perfect storm driving a multi-year infrastructure refresh.  And our very first Life After the Channel episode, with Martin McNicoll, who went from NetSuite President’s Club to making grain-to-bottle whisky in the Eastern Townships.  For ChannelBuzz.ca, I’m Robert Dutt. Have a great week, and I’ll see you in the channel.

The structural shift explored centers on the reconfiguration of labor dynamics within the MSP sector, driven by slowing wage inflation, increased automation, and the early adoption of AI. This mechanism is documented in the Service Leadership Annual IT Solution Provider Compensation Report, which highlights how top-performing MSPs are leveraging automation and AI for productivity improvements rather than aggressive hiring strategies. The report, as referenced by Service Leadership (a ConnectWise company), provides direct benchmarking on compensation and operational models, underscoring a pivot from pure labor-intensive growth to efficiency and automation as profit drivers. According to the report, wage inflation in the MSP space peaked in 2021–2022, with MSPs facing cost increases as high as 10–14%, but pressures have since gradually eased. Despite this moderation, labor represents 75–80% of cost of goods sold, and wages continue to rise at nearly twice the rate of the consumer price index, the report finds. Best-in-class MSPs have achieved higher margins per employee by both slowing headcount growth and integrating automation and AI, rather than through blanket budget cuts or wage freezes. Notably, these more productive MSPs employ a higher proportion of junior (level 1) technicians, maintain lower average compensation per employee, and tie greater proportions of total pay to performance-based incentives, unlike the bottom quartile. The episode also references broader MSP market forces including security concerns amplified by AI adoption, persistent vendor support gaps such as those with Microsoft, and instability illustrated by OpenAI's controversial government contracts and resulting user boycotts. These developments demonstrate how increasing automation and agent-based AI can pose new governance requirements, business continuity risks, and ethical dilemmas. Commentary from the SMB Community Podcast reinforces that industry consolidation, vendor reliability, and the balance between productivity and customer satisfaction will remain ongoing concerns for operators. For MSPs and IT service leaders, the implication is not a simple outsourcing of operational burden to technology, but an increase in vendor dependency, requirement for ongoing process redesign, and heightened need for accountability in compensation, automation, and security policy. Adopting automation and AI is likely to shift job mixes and compensation frameworks, reducing reliance on senior technical labor but requiring rigorous performance-based structures and clear governance for emerging technologies. The trend also signals a need for careful vendor selection and data management, as operational resiliency becomes increasingly tied to the stability and support capacity of automation and AI infrastructure providers. Supported by: RythmzABC Solutions, LLC

In this deeply moving and heart-led episode of the Self-Care Goddess Podcast, we begin as always with a gentle HeartMath coherence practice to settle the nervous system, soften the breath, and return to gratitude before stepping into conversation.From that grounded space, I have the profound honor of welcoming Joyce Frustaglio, philanthropist, former Deputy Mayor of Vaughan, Citizenship and Immigration Judge, four-time cancer survivor, and a woman whose life is a masterclass in resilience, service, and integrity.Born in Abruzzo, Italy, and raised in Canada, Joyce's journey into leadership began at just 11 years old cleaning a neighbor's home every Saturday, an experience that shaped her work ethic, character, and lifelong commitment to volunteerism.Over the decades, she has:• Served 35 years on the board of Villa Colombo• Raised millions of dollars for hospitals and charitable organizations across the GTA• Held elected office for 20 years with unwavering integrity• Been appointed by Prime Minister Stephen Harper as a Citizenship and Immigration Judge• Continued raising over a million dollars annually for causes supporting families navigating cancerBut beyond the titles is a woman who faced cancer four times — and chose courage, preparation, love, and gratitude each time.✨ In this powerful and inspiring conversation, we explore:✅How early volunteerism shapes leadership and success✅Why giving is never about what you give but what you receive✅The power of integrity and keeping your word✅Building influence through service and authentic relationships✅How volunteering opens unexpected doors in career and life✅Facing life-threatening illness with grace and strength✅The “packing your suitcase” philosophy — preparing your heart, not just your affairs✅The importance of forgiveness, love, and saying the words nowJoyce reminds us that successful people rarely rise alone; they build their lives on service, community, and unwavering authenticity.

Get a FREE COPY of Jeff Dudan's book Discernment here: https://podcast.homefrontbrands.com/en-us/discernment  @AndrewZimmern  doesn't just talk about food — Andrew Zimmern talks about work ethic, addiction, resilience, hunger in America, and what real service looks like. In this conversation, Andrew Zimmern breaks down: • Why getting a job at 14 builds confidence and discipline • How Andrew Zimmern rebuilt his life after addiction • The difference between being the best and being the only • Why America can end child hunger — fast • How processed food, policy, and profit collide • The one sentence Andrew Zimmern believes can change your life: “Ask for help.”  @AndrewZimmern  shares hard-earned perspective from decades in restaurants, television, and global food systems — and what he believes business leaders must do now. If you care about leadership, accountability, service, and impact — this Andrew Zimmern conversation delivers. Watch the full episode hereAndrew Zimmern's Website & Substack: https://andrewzimmern.com  #AndrewZimmern #JeffDudan #Unemployable #Discernment #Leadership #Entrepreneurship #Service #Accountability #FoodPolicy #ChildHunger #BusinessLeadership #CreateYourLuck Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Get a FREE COPY of Jeff Dudan's book Discernment here: https://podcast.homefrontbrands.com/en-us/discernment  @AndrewZimmern  doesn't just talk about food — Andrew Zimmern talks about work ethic, addiction, resilience, hunger in America, and what real service looks like. In this conversation, Andrew Zimmern breaks down: • Why getting a job at 14 builds confidence and discipline • How Andrew Zimmern rebuilt his life after addiction • The difference between being the best and being the only • Why America can end child hunger — fast • How processed food, policy, and profit collide • The one sentence Andrew Zimmern believes can change your life: “Ask for help.”  @AndrewZimmern  shares hard-earned perspective from decades in restaurants, television, and global food systems — and what he believes business leaders must do now. If you care about leadership, accountability, service, and impact — this Andrew Zimmern conversation delivers. Watch the full episode hereAndrew Zimmern's Website & Substack: https://andrewzimmern.com  #AndrewZimmern #JeffDudan #Unemployable #Discernment #Leadership #Entrepreneurship #Service #Accountability #FoodPolicy #ChildHunger #BusinessLeadership #CreateYourLuck Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

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 

Send us a textCaleb stepped into leadership in a big way this year. As Georgia's Beta Senior Leadership Representative, he found himself doing a lot more than wearing a title. He was introducing speakers, judging competitions, helping run events, and speaking in front of large crowds at the state and national level.In this episode, Caleb shares what that experience was really like, from interviewing for the role at the Beta Summit on Jekyll Island to standing on stage giving farewell remarks. He talks honestly about being nervous, learning to stay calm, and growing more confident as the responsibility grew.We also talk about what leadership actually means to him, why service matters more than recognition, and how being a GCA student made it possible to take on this opportunity without missing school.It's a grounded look at leadership, growth, and what happens when you're willing to step up and serve.Stay hootworthy.Hootworthy: The Podcast That Gives a HootWe spotlight the students and faculty of GCA and the stories that deserve to be heard. Watch full episodes on YouTube or learn more at georgiacyber.org/hootworthy. Follow, subscribe, and share. Every story deserves a spotlight.

40 years ago this month, Christine Pepper walked through the doors of the National Funeral Directors Association for the first time. The profession she entered then looked vastly different from the one we know today. In this episode, Gabe Schauf sits down with the NFDA CEO to mark this significant milestone and look beyond the resume. Christine reflects on her four-decade journey, discussing how she navigated the shift from a male-dominated industry to a workforce increasingly led by women. She shares her perspective on the evolving relationship between funeral directors and the media, the weight of leading through complex times, and her vision for what lies ahead. It is a candid look at the past, present, and future of death care from the person who has had a front-row seat to it all.

Step into the Season Opener of Coffee Talk with Bryan & Marie as they sit down with an extraordinary guest, Rob Whiteley. After serving 28 years in the U.S. Army (1993–2021), Rob retired as the Operations Sergeant Major for Cadet Command and Fort Knox. His career spans roles as an 11B Infantryman and later an 11Z Senior Enlisted Advisor, with multiple deployments to Iraq, Afghanistan, the Middle East, the Western Pacific, and beyond.Now in retirement, Rob has dedicated his life to building a nonprofit organization focused on service, purpose, and giving back. Join us for a powerful, grounded conversation about leadership, sacrifice, transition, and the mission that continues long after the uniform comes off

From her Mayberry‑like childhood in rural Virginia to pioneering MRCP and leading one of the nation's largest academic radiology departments, Ann S. Fulcher, MD, Chair of Radiology at Virginia Commonwealth University, has built a career defined by service, integrity, and curiosity. In this episode, she sits down with host Geoffrey Rubin, MD, MBA, FACR, for a warm and deeply personal conversation tracing her journey from the influence of a WWII veteran father who taught her the value of duty and compassion, to the mentors who guided her toward abdominal imaging, to the unexpected leadership opportunities that emerged during her military service at Andrews Air Force Base. Dr. Fulcher reflects on becoming a department chair earlier than she ever imagined, the lessons she carried from the Air Force into academic medicine, and the evolving challenges facing radiology's leaders today. She shares candid insights about building a cohesive culture across expanding clinical sites, sustaining research and education amid workforce pressures, and the responsibility leaders hold to champion quality and care in an increasingly productivity‑driven environment. Beyond radiology, Dr. Fulcher discusses the life‑changing role photography has played in her well‑being - awakening creativity, restoring balance, and even uplifting colleagues and patients during challenging times. Her reflections on mentorship, purpose, and “what you do with your dash” offer a moving reminder of the impact a single career can have. Engaging, humble, and full of heart, this conversation explores what it means to lead with clarity, compassion, and authenticity while never losing sight of the joy in the work itself. Production support for this episode of this RLI “Taking the Lead” podcast has been provided by the Virginia Radiological Society, a statewide professional organization dedicated to improving the health of patients and society by making imaging safe, effective and accessible to those who need it. Visit www.varadsoc.org for more information.

The episode features a discussion on the current state of profitability and revenue growth within the Managed Service Provider (MSP) industry, highlighting that 2024 marks the fifth consecutive year of strong profitability. Despite this positive trend, revenue growth has cooled compared to the rapid increases seen from 2021 to 2023, with organic revenue growth peaking at 25% before declining to around 10.6%. This shift has led to concerns that MSPs may be under pressure; however, profitability metrics indicate that the industry remains healthy, with best-in-class firms achieving significantly higher earnings than their median peers.Peter Kujawa of Service Leadership elaborates on the factors influencing these trends, noting that while profitability has improved, wage inflation has impacted service gross margins. The data reveals that the best-in-class MSPs maintain a W2 ratio that allows them to generate more revenue per employee compared to their median and bottom quartile counterparts. This efficiency is crucial as the industry matures, with many MSPs now facing the challenge of adapting to a more competitive landscape where automation and AI are becoming increasingly important.The conversation also touches on the evolving compensation structures within MSPs, emphasizing the importance of incentive pay over base salaries. Best-in-class firms tend to offer higher variable pay percentages, which are tied to performance metrics that employees can control, thereby motivating better outcomes. This approach contrasts with the bottom quartile, where compensation structures may not align as effectively with performance, potentially leading to complacency.For MSPs and IT service leaders, the key takeaway is the necessity of embracing operational efficiency and automation to remain competitive. As the market continues to mature, those who invest in automation and refine their compensation strategies will likely see improved profitability and growth. The episode underscores the importance of understanding market dynamics and leveraging data-driven insights to make informed business decisions.

This week on the Black. Girl. Iowa. podcast, Emili sits down with Councilwoman Anita Rollins — lifelong learner, advocate, and the first Black woman elected to serve on the Ames City Council. With deep Iowa roots and decades of impact in education and community spaces, she brings a powerful lived perspective into local leadership.Anita shares how growing up in Des Moines during a time of Black pride shaped her identity, how her career with Iowa State's Science Bound program transformed pathways for hundreds of students of color in STEM fields, and why she believes answering your calling isn't tied to a specific season of life — it evolves with you.Together, they explore what it means to lead with purpose, build community, care for yourself while caring for others, and remind the next generation that their future is worth fighting for.

What happens when you're addicted to violence itself? John Graham shipped out on a freighter at 16, made the first ascent of Denali's North Wall at 20 (never repeated), and faced death dozens times—loving every minute. By 28, nothing mattered except his next dangerous adventure. Then came Vietnam. Setting up a firing squad during the 1971 Easter Offensive in Hue, ordering deaths of teenagers, John broke down weeping. Through encounter groups, he discovered the compassionate man beneath his "John Wayne image." At the UN, he used those warrior qualities for good—risking his career to help end apartheid. For 40 years with the Giraffe Heroes Project, he's inspired courage worldwide. "Pick up the corner of the rug you can pick up."John Graham is a leader of the Giraffe Heroes Project, inspiring courage globally for 40 years. A former US Foreign Service Officer for 15 years, he risked his career at the UN to help end apartheid in South Africa. From shipping out on a freighter at 16 to the first ascent of Denali's North Wall at 20, John transformed from adrenaline-addicted adventurer to global peacebuilder—negotiating with the Khmer Rouge, working on Israel/Palestine peace efforts, and saving the Everglades. Author of four books including the memoir "QUEST." Harvard and Stanford graduate.About The Show: The Life in Transition, hosted by Art Blanchford focuses on making the most of the changes we're given every week. Art has been through hundreds of transitions in his life. Many have been difficult, but all have led to a depth and richness he could never have imagined. On the podcast Art explores how to create more love and joy in life, no matter what transitions we go through. Art is married to his lifelong partner, a proud father of three and a long-time adventurer and global business executive. He is the founder and leader of the Midlife Transition Mastery Community. Learn more about the MLTM Community here: www.lifeintransition.online.In This Episode: (00:00) The Firing Squad That Changed Everything(03:11) Vietnam: City of Hue and the Easter Offensive(08:55) Encounter Groups and Finding the Nice Guy(15:21) From Violent Adventurer to UN Peacemaker(19:39) MidLife Transition Mastery Ad(21:39) Double-Crossing the Government to End Apartheid(32:15) Listen to Your Heart—Walk in the Woods(37:20) Meeting Ann Medlock and the Giraffe Heroes Project(41:02) Transition Mastery Coaching Ad(42:47) Who is the Giraffe Project for?(51:17) Breaking Free From False Identity(56:04) Connect With John GrahamLike, subscribe, and send us your comments and feedback.Resources:Personal Website: johngraham.orgGiraffe Heroes Project: giraffe.orgSocial Media: "Badass Granddad" on TikTok, Instagram, YouTube (search "badass granddad" with two D's)Books by John Graham:"QUEST: Risk, Adventure, and the Search for Meaning" (memoir, also available as audiobook)"Stick Your Neck Out: A Street-smart Guide to Creating Change in Your Community and Beyond""Denali Diary" (first-person account of the first ascent of Denali's North Wall)"Outdoor Leadership"Email Art BlanchfordLife in Transition WebsiteLife in Transition on IGLife in Transition on FBJoin Our Community: https://www.lifeintransition.online/My new book PURPOSEFUL LIVING is out now. Order it now: https://www.amazon.com/PURPOSEFUL-LIVING-Wisdom-Coming-Complex/dp/1963913922Explore our website https://lifeintransitionpodcast.com/ for more in-depth information and resources, and to download the 8-step guide to mastering mid-life transitions.The views and opinions expressed on the Life In Transition podcast are solely those of the author and guests and should not be attributed to any other individual or entity. This podcast is an independent production of Life In Transition Podcast, and the podcast production is an original work of the author. All rights of ownership and reproduction are retained—copyright 2025.

Let us know what you think! Text us!SPONSORED BY: TITAN SARMS, PRECISION WELLNESS GROUP, and THE SPECIAL FORCES FOUNDATION In this episode of Security Halt!, Michael Meegan shares his journey from a family tradition of military service to serving in the elite Ranger Regiment and ultimately mentoring future leaders at Texas A&M. He reflects on the lessons learned through adversity, the pursuit of excellence, and the impact of rigid standards in shaping character. Michael emphasizes the importance of mentorship, continuous learning, and giving back to the next generation, while discussing how his podcast helps educate and inspire future service members. This conversation highlights the enduring value of resilience, leadership, and purpose. 

Cloud managed services are experiencing rapid growth, with the market projected to expand from approximately $50.62 billion in 2025 to $120 billion by 2035, reflecting a compound annual growth rate of 8.16%. This growth is driven by organizations across various sectors, including finance and healthcare, seeking to enhance their cloud operations and address cybersecurity risks. However, a widening performance gap among managed service providers (MSPs) is evident, as only the most capable firms are capitalizing on this demand. According to Service Leadership data, while the overall profitability of the MSP sector remains strong, not all providers are experiencing equal growth, raising concerns about competitive positioning.Recent surveys indicate that many businesses investing in artificial intelligence (AI) are not seeing financial returns, with only about 2% of Canadian business leaders reporting positive results from their generative AI investments. A study by KPMG highlights that many companies are still in the experimental phase of AI adoption, failing to integrate the technology effectively into their operations. Additionally, a significant skills gap exists among channel partners, with only 26% currently offering advanced network services with integrated AI capabilities. This disconnect between customer expectations and partner capabilities is contributing to the widening gap in performance.Frontline workers express concerns regarding the lack of transparency in AI integration within their workplaces. A survey conducted by Deputy found that while nearly half of workplaces utilize AI, only 25% of workers report regular interaction with it, and many are unaware of its usage. This communication gap can lead to mistrust and confusion among employees, which may hinder successful AI adoption. Despite these concerns, a majority of workers report satisfaction with AI's role in their tasks, indicating potential for positive outcomes if communication improves.For MSPs and IT service leaders, the current landscape presents both challenges and opportunities. The demand for cloud, AI, and managed services is surging, but success will depend on the ability to operationalize these technologies effectively. Providers must focus on enhancing their capabilities, improving communication with clients, and ensuring that they deliver measurable outcomes. As the market differentiates between high performers and those lagging behind, it is crucial for MSPs to adapt and evolve their services to meet the growing expectations of their clients. Three things to know today00:00 Cloud Demand Surges, CEO Priorities Shift, and MSP Performance Splits Into Clear Winners and Laggards05:40 Studies Show AI Investment Outpacing Capability, Leaving Firms Without ROI and Partners Struggling to Deliver10:00 AI Rollout Outpaces Employer Transparency, Creating Worker Confusion and Risk for IT Providers This is the Business of Tech.     Supported by:  https://mailprotector.com/mspradio/

The managed service provider (MSP) market has surpassed $305 billion and is projected to reach $571 billion by 2033, indicating a strong trend toward consolidation within the sector. In the second quarter of 2025 alone, there were 92 announced mergers and acquisitions, as companies aim to enhance their cybersecurity capabilities and automate operations. Key areas of focus for leading MSPs include operations, talent, security, automation, and compliance, which are essential for navigating the current landscape. Notable transactions include Comcast's acquisition of Nitell and Telus Digital's acquisition of Garrent.Research indicates that while artificial intelligence (AI) investments are expected to rise, particularly in telecommunications for predictive maintenance and network optimization, many AI projects struggle to scale effectively. A recent study from the Remote Labor Index found that top AI models completed less than 3% of assigned freelance tasks, highlighting a gap between expectations and actual performance. Additionally, a report from Fortinet revealed that 87% of cybersecurity professionals believe AI will enhance their roles, yet a significant skills gap persists, with over 4.7 million positions unfilled globally.Further developments include Intuit's launch of its AI-driven system, Intuit Intelligence, designed to streamline decision-making for small business owners, and Adobe's introduction of Firefly Foundry, which offers customized generative AI models for branding. Service Leadership has also released a new benchmarking tool aimed at smaller IT solution providers, enhancing their financial reporting capabilities. These initiatives reflect a growing trend of embedding AI into everyday business tools, which MSPs must navigate.For MSPs and IT service leaders, the implications are clear: the market is maturing rapidly, and providers must adapt by tightening operations, investing in automation, and prioritizing compliance. As AI becomes increasingly integrated into existing systems, MSPs should conduct audits to identify where AI is already active and establish governance frameworks to manage these technologies effectively. The focus should be on leveraging AI to enhance service delivery while ensuring that human oversight remains a critical component of technology management.Three things to know today00:00 From “Digital Transformation” to AI Operations: The MSP and IoT Boom Signals a More Mature IT Services Era05:28 AI's Promise Meets Its Limits: Reports Expose Gaps in Skills, Safety, and Real-World Capability09:22 From Finance to Branding, AI Is Already Inside Your Clients' SaaS Stack — Whether You Put It There or Not This is the Business of Tech.    Supported by:  https://try.auvik.com/dave-switchhttps://cometbackup.com/?utm_source=mspradio&utm_medium=podcast&utm_campaign=sponsorship

In this candid episode of UNSCRIPTED, host Sarah Nicastro and Gyner Ozgul, CEO of Fortis Fire and Safety, dive deep into the personal side of service leadership, exploring five untold truths that shape modern leadership. From the critical importance of mental health awareness to the complexities of aging as a leader, they tackle topics rarely discussed in traditional business settings. Whether you're navigating vulnerability in leadership, managing conflict, or balancing experience with innovation, this honest conversation delivers valuable insights for service leaders looking to build more authentic and effective organizations. Tune in to discover why letting go of the "always-knows-best" mindset might be your key to stronger team relationships and better business outcomes. If you missed part one of this two-part episode, check out Episode 329.

In this episode of Most People Don't…But YOU Do!, Bart Berkey sits down with Horst Schulze, co-founder of The Ritz-Carlton Hotel Company, founder of Capella Hotel Group, and author of Excellence Wins. Widely recognized as one of the most influential leaders in modern hospitality, Schulze shares stories from his 65-year career, beginning as a teenage server's assistant in Germany to reshaping the global standard of service. He offers profound lessons on leadership, technology, customer experience, marriage, vision, and living with high intent.Major Takeaways / LearningsDefine Yourself Through Excellence: Schulze learned early on that you don't wait for others to define your worth—you decide to act as a person of excellence in every situation.Hospitality Is Human: Technology can support service, but it must never replace the respect, honor, and connection guests crave.Good for All Concerned: True leadership decisions must benefit customers, employees, investors, and the organization as a whole. Compromise here is both ineffective and morally wrong.Vision and Intent Drive Success: Excellence is never an accident—it comes from high intent, deliberate action, and constant self-management.Balance Through Deliberate Choices: His long marriage and family life thrived because he approached them with the same high intent as his career, asking “How can I serve you now?”Resilience and Renewal: Personal hardships—including a cancer scare—strengthened his resolve to contribute, learn, and guide others for decades to come.Memorable Quotes“You define yourself as a person of excellence.”“Human beings will always want to be respected.”“Every decision must be good for all concerned—the customer, the employee, the investor.”“Excellence is never an accident. It is always high intent.”“Don't just go to work to work—go to work for excellence.”“Have a beautiful dream, not an easy dream.”Why It Matters / How to Use ItSchulze's wisdom extends far beyond hospitality. Leaders, entrepreneurs, and professionals in any field can apply his principles: set a vision, act with excellence, honor human dignity, and align decisions with the good of all stakeholders. His approach to work, family, and purpose reminds us that success is not about shortcuts—it's about relentless intent, self-management, and service.Resources and Links:Bart Berkey: MostPeopleDont.com | LinkedInThis podcast episode is brought to you by Wishes.Inc Wishes, Inc. is a transparent giving platform that lets donors see exactly where their money goes.It rewards users with cashback and perks through virtual payment tools.Fast, traceable, and efficient—Wishes makes doing good feel even better.https://www.bartaberkey.com/wishes-inc-landing-page

Exciting Announcement!Join us on The Kim Jacobs Show this Thursday, September 18th at 11 AM EST for an exclusive interview with President Chris V. Rey—a trailblazer in leadership, service, and education.Born in St. Thomas, raised in North Carolina, President Rey's journey has taken him from being an All-American athlete, to a decorated U.S. Army veteran, a cybersecurity policy writer for the DoD, the youngest Mayor of Spring Lake, NC, the 36th International President of Phi Beta Sigma Fraternity, Inc., and now the 20th President of Barber-Scotia College.He is a husband, father of nine, and a leader who continues to build legacies that impact generations.Don't miss this powerful conversation about service, leadership, resilience, and purpose.Want to launch your own show? Email Kimjacobsshow@gmail.com or call 704-944-3534 to grab your seat in the next training. We take the first 5 students to confirm.Support The Kim Jacobs Show and let us know in the comment section during our live broadcast and we will acknowledge your support!PayPal: paypal.me/Kimjacobsinc�Venmo: @ThekimjacobsshowZelle or Apple Cash: 704-962-7161Subscribe on YouTube: YouTube.com/c/Kimjacobsshowand turn on notifications so you don't miss a moment!Become a supporter of this podcast: https://www.spreaker.com/podcast/the-kim-jacobs-show--2878190/support.

In this candid episode of UNSCRIPTED, host Sarah Nicastro and Fortis Fire & Safety CEO Gyner Ozgul dive deep into five truths about the business realities most leaders encounter but few are willing to share out loud. From navigating impossible decisions and AI ambiguity to redefining experience and addressing ongoing discrimination, this conversation offers an unfiltered look at modern leadership challenges.

Send us a textWe invite you to join us for these reposts of our Christian Maturity Series! We hope and pray that these conversations bless and encourage you in your walk with Christ.We also would like to invite anyone who lives in the Philadelphia area to worship and study God's word with us at our in-person meeting that takes place every-other Monday night at 7:30pm. Visit phillyyoungadults.com for additional information about our ministry.Feel free to message us on instagram (@phillyyoungadultscc) with any feedback, questions, or topics you want to hear about on the podcast or you can shoot an email to ya@ccphilly.org

Description: In this Roofing Road Trips® episode, Megan Ellsworth sits down with Ellisha Loftus, the newest growth consultant at Service First Solutions, to talk about her journey through the industry. Listen in to find out what drew her to join the Service First team and why she's passionate about helping contractors take their service divisions to the next level. From the importance of standard operating procedures to the power of communication and professionalism, this conversation will be packed with insights for contractors looking to grow their repair and maintenance business.    Learn more at RoofersCoffeeShop.com! https://www.rooferscoffeeshop.com/   Are you a contractor looking for resources? Become an R-Club Member today! https://www.rooferscoffeeshop.com/rcs-club-sign-up   Sign up for the Week in Roofing!  https://www.rooferscoffeeshop.com/sign-up   Follow Us!   https://www.facebook.com/rooferscoffeeshop/   https://www.linkedin.com/company/rooferscoffeeshop-com   https://x.com/RoofCoffeeShop   https://www.instagram.com/rooferscoffeeshop/   https://www.youtube.com/channel/UCAQTC5U3FL9M-_wcRiEEyvw   https://www.pinterest.com/rcscom/   https://www.tiktok.com/@rooferscoffeeshop   https://www.rooferscoffeeshop.com/rss   #ServiceFirstSolutions #RoofersCoffeeShop #MetalCoffeeShop #AskARoofer #CoatingsCoffeeShop #RoofingProfessionals #RoofingContractors #RoofingIndustry 

John Vick, Executive Director of Concerned Veterans for America, hosts this special episode of American Potential featuring U.S. Senator Tim Sheehy, a decorated combat veteran and one of the newest members of Congress. Senator Sheehy shares how his military service shaped his leadership philosophy and why veterans bring a vital mission-first mindset to public office. They discuss the sharp decline in veteran representation in Congress, the importance of giving veterans more healthcare choice through the Veterans Access Act, and the urgent need to restore fiscal discipline and national purpose. This conversation is a powerful reminder that when veterans lead, America is stronger, more focused, and more free.

Rich Ortega is the founder of On The Rock Services, but he doesn't just run a business — he leads with intention. In this episode, Rich breaks down what it means to build a culture, set a standard, and lead with purpose in the skilled trades. From coaching his team to staying disciplined as an owner, this conversation covers what it takes to do business the right way — with accountability, hustle, and heart. If you're looking for insight on growth, leadership, or creating a rock-solid company culture, you're in the right place.

In this episode, Master Sommelier Bobby Stuckey returns to the Vint Wine Podcast for a wide-ranging conversation on the art of hospitality, the evolving role of the sommelier, and the deep connections forged through thoughtful service. From his early days bussing tables after being expelled from school, to building one of America's most respected restaurant groups, Bobby shares the personal philosophy that guides his work on the floor, in the cellar, and as a leader.We explore what defines a great sommelier, the enduring importance of humility and guest-focused service, and why social media influence is no substitute for decades of commitment. Bobby also reflects on the continued growth of Frasca Hospitality Group, the complexities of operating in a luxury hotel setting, and the expansion of his Scarpetta wine label in Friuli, Italy. Along the way, he shares stories that reveal why graduation dinners and post-surgery guests in Vail can be as instructive as any textbook on hospitality.This episode is essential listening for those passionate about wine, committed to service, or building something with lasting impact.

We focus this episode on the concept of service leadership. While you may be familiar with this term in other settings, what does it look like in a basketball sense? Coach Brent Sowder joins us to discuss how he coaches with service leadership in mind. He shares how he built his program, builds his practices and establishes culture with service leadership as its foundation. We also discuss staying mentally sharp throughout the season along with some X's and O's on the offensive end. Use this episode to help become a better leader through the act of serving!

Top-performing IT solution providers are experiencing record profitability, achieving over 19% adjusted profit margins for the fifth consecutive year, despite a slowdown in revenue growth. The latest report from Service Leadership indicates that while managed service providers (MSPs) saw revenue growth of only 7.1% in 2024, their adjusted earnings before interest, taxes, depreciation, and amortization (EBITDA) grew at a more robust rate of 13%. This trend highlights the importance of operational maturity and cost control as key drivers of profitability in the industry, suggesting that MSPs should focus on enhancing their operational processes rather than solely pursuing top-line growth.The podcast also discusses the rising use of artificial intelligence (AI) tools among office workers, with nearly half utilizing tools not provided by their employers. This covert usage raises concerns about data privacy and compliance with company policies. A report from Ivanti reveals that 42% of employees are using AI in their daily tasks, a significant increase from the previous year. The discussion emphasizes the need for organizations to prioritize data quality and governance, as the responsibility for data modeling shifts to operational layers where real-time decisions are made.Google is making significant changes to its search engine, introducing an AI Mode Search Engine tool that will provide AI-generated responses instead of traditional links. This shift could fundamentally alter how users access information, posing challenges for IT service providers and content creators who rely on traditional SEO strategies. The integration of AI into search engines raises questions about the future of content discovery and the potential erosion of Google's dominance as the default search engine, especially with Apple considering AI-driven search options for its Safari browser.Arctic Wolf has announced an increase in its security operations warranty to $3 million, the largest in the industry, aimed at enhancing customer trust and positioning its endpoint security solutions as enterprise-grade. This move reflects a growing trend among vendors to share risk with clients, emphasizing the importance of trust in a competitive market. The podcast concludes by highlighting the need for IT service providers to adapt to these changes, focusing on shared risk and high assurance as key selling points in a rapidly evolving landscape. Four things to know today 00:00 Top IT Providers Maintain 19%+ Profit Margins for Fifth Year as Valuations Soar03:12 As Employees Go Rogue with AI, Poor Data and Bad Prompts Threaten Reliability and Trust07:53 Google's AI Push Redefines Information Discovery—Content Creators and IT Firms Brace for Fallout12:18 With $3M on the Line, Arctic Wolf Turns Warranty into a Sales Weapon Supported by:  https://syncromsp.com/ All our Sponsors: https://businessof.tech/sponsors/ Do you want the show on your podcast app or the written versions of the stories? Subscribe to the Business of Tech: https://www.businessof.tech/subscribe/Looking for a link from the stories? The entire script of the show, with links to articles, are posted in each story on https://www.businessof.tech/ Support the show on Patreon: https://patreon.com/mspradio/ Want to be a guest on Business of Tech: Daily 10-Minute IT Services Insights? Send Dave Sobel a message on PodMatch, here: https://www.podmatch.com/hostdetailpreview/businessoftech Want our stuff? Cool Merch? Wear “Why Do We Care?” - Visit https://mspradio.myspreadshop.com Follow us on:LinkedIn: https://www.linkedin.com/company/28908079/YouTube: https://youtube.com/mspradio/Facebook: https://www.facebook.com/mspradionews/Instagram: https://www.instagram.com/mspradio/TikTok: https://www.tiktok.com/@businessoftechBluesky: https://bsky.app/profile/businessof.tech

Peter Kujawa from Service Leadership discusses the findings of the 2025 Annual IT Solution Provider Compensation Report, focusing on the trends in wage inflation and employee retention within the managed service provider (MSP) sector. The report reveals that wage inflation peaked in 2022 but has since improved, largely due to the cooling off of the remote work trend and significant layoffs in the tech industry. This shift has led to a more stable job market, particularly in the U.S. and Australia, while Europe continues to experience stubborn wage inflation.The conversation also delves into the current state of remote work, revealing that only 9.6% of employees are working fully remotely, while 42.6% are exclusively in the office. Kujawa notes that hybrid work models are likely to persist, especially among national and international MSPs. The data indicates that companies that maintained remote work longer faced more challenges when transitioning back to the office, highlighting the importance of flexibility in modern work environments.Retention rates are another critical focus, with the report indicating that employees with one to three years of experience have a significantly higher turnover rate compared to those with eight years or more. Kujawa emphasizes the importance of structured onboarding and mentorship programs to improve retention, particularly for new employees and managers. He points out that investing in training and support for new managers is equally crucial, as their turnover rates are alarmingly high.Finally, the discussion touches on the relationship between employee retention and profitability. The report shows that the best-performing MSPs tend to pay lower salaries but offer higher performance-based incentives, creating a more enjoyable work environment. This trend suggests that MSPs need to rethink their compensation structures, focusing on performance pay and aligning incentives with factors that employees can control, such as productivity and customer satisfaction, rather than broader financial metrics like EBITDA. All our Sponsors: https://businessof.tech/sponsors/ Do you want the show on your podcast app or the written versions of the stories? Subscribe to the Business of Tech: https://www.businessof.tech/subscribe/Looking for a link from the stories? The entire script of the show, with links to articles, are posted in each story on https://www.businessof.tech/ Support the show on Patreon: https://patreon.com/mspradio/ Want to be a guest on Business of Tech: Daily 10-Minute IT Services Insights? Send Dave Sobel a message on PodMatch, here: https://www.podmatch.com/hostdetailpreview/businessoftech Want our stuff? Cool Merch? Wear “Why Do We Care?” - Visit https://mspradio.myspreadshop.com Follow us on:LinkedIn: https://www.linkedin.com/company/28908079/YouTube: https://youtube.com/mspradio/Facebook: https://www.facebook.com/mspradionews/Instagram: https://www.instagram.com/mspradio/TikTok: https://www.tiktok.com/@businessoftechBluesky: https://bsky.app/profile/businessof.tech

In this episode, host Mike Simmons dives into the complexities of leadership—how to lead up to difficult leaders, work effectively across teams, and lead teams with clarity and purpose. Mike shares personal experiences, leadership philosophies, and actionable strategies to help listeners navigate leadership challenges at all levels. Key Quotes: "Leadership starts with self. If you're looking for leadership, start with a mirror." "If you think different, you can do different. If you do different, you can be different." "Sometimes, the hardest part of leadership is managing the assumptions we make about others." Episode Summary (50 Words): Leadership isn't just about managing others—it's about self-awareness, clear communication, and building trust. In this episode, Mike Simmons explores how to lead up to difficult leaders, collaborate across teams, and inspire those we manage. He shares tools and insights to navigate leadership challenges with confidence, clarity, and a service-oriented mindset. 5 Key Takeaways: 1. Leading Up to Leadership Challenges Understand your leader's background, concerns, and goals before making assumptions. Improve communication by aligning with their priorities and preferred methods. If a leader is ineffective, decide if you can help—or if it's time to move on. 2. Building Strong Cross-Team Relationships Empathy is key: understand what other teams care about and what challenges they face. Transparent communication fosters collaboration, even in competitive environments. Align team efforts with business goals to create a unified direction. 3. Leading Your Team with Clarity Get to know your team's goals, communication styles, and career aspirations. Provide opportunities for cross-functional learning to build leadership skills. Lead with transparency, trust, and a willingness to adapt. 4. The Importance of Effective Communication Leadership is built on clear, purposeful communication. Miscommunication happens—what's said, what's heard, and what's remembered are rarely the same. Tools like structured feedback loops and regular check-ins prevent misunderstandings. 5. Leadership as an Act of Service Leadership isn't about control—it's about enabling others to succeed. Sometimes, leaders struggle due to insecurity; build trust to help them delegate. If leadership doesn't align with your values, it's okay to step away. Final Thoughts: Leadership is a journey of continuous growth. Whether leading up, across, or down, it starts with self-awareness and service. This episode provides practical insights to help you lead with confidence, no matter your position. Learn. Think. and Act. with us every Sunday. Our weekly email helps leaders accelerate their impact at work, in life, and within their families.

Pursuing an education is a political act. Working in a registrar's office means providing service. In the currently divisive political climate, with an ever diversifying student (and faculty and staff) population, how can we provide the kind of servant leadership our communities need?Key Takeaways:Being a servant leader is about treating people with respect, putting others' needs ahead of your own, listening, being empathetic, and building community.The coming years are going to be a challenge for higher education and so each of us needs to take care of ourselves, but also look out for and support one another. That includes our staff, faculty, and students. Engaging in positive action outside the office can help maintain a sense of control, a sense of purpose, and a commitment to service. Host:Doug McKennaregistrarpodcast@gmail.com   References and Additional Information:What is Servant Leadership? Recommended Reading List - Compiled from multiple sources, including some AACRAO members!Syllabus for Civil Resistance: How It Works (GOVT 1134 Harvard Kennedy School)Twenty Lessons for Fighting Tyranny | Carnegie Reporter Winter 2022Paradox of tolerance - WikipediaFind Your Members in the U.S. CongressLegal Defense FundPost-Election Resources to Defend Against Trumpism - Stop AAPI HateAmerican Civil Liberties UnionKnow Your Rights: If You Encounter ICE | National Immigrant Justice Center

In this episode, Steve Stratton shares his fascinating journey from securing presidential visits with the Secret Service to becoming a cybersecurity expert and a prolific author. Discover how storytelling and team building have been pivotal throughout his career, learn about the evolving landscape of cybersecurity, and receive invaluable advice for young professionals. Stratton's compelling experiences and wisdom offer a unique perspective on resilience, adaptability, and the importance of lifelong learning.00:00 Securing Presidential Visits: Behind the Scenes00:45 Introducing Paddy Dhanda: Building Human Skills for the Future01:23 Team Building Superpower: The Power of Storytelling01:51 From the Redwoods to the White House: A Journey Begins03:20 Secret Service and Beyond: A Career in Communications05:47 The Art of Team Building: Creativity and Diversity10:17 Hiring for Initiative: Identifying Great Talent16:14 Early Career Adventures: White House Communications21:25 High-Stakes Moments: Security and Danger25:55 Military Culture and Personal Growth32:07 Cybersecurity Threats and Personal Safety33:36 Protecting Personal Data: Tips and Tricks36:42 National Infrastructure Vulnerabilities Get full access to Superpowers School at www.superpowers.school/subscribe

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Ryan Snellings, Founder and Coach at The Jobless Leader, who formerly held a variety of service and operations leadership roles at companies like Fresenius Kabi, Luminex Corporation, and Agena, to discuss three areas of focus for leaders who want to excel in service today. Ryan brings over 25 years of experience in service and operations leadership within the medical device industry. Having held significant roles at companies such as Fresenius Kabi, Luminex Corporation, and Agena, he has cultivated a deep understanding of the intricacies of service leadership. Ryan's recent transition to coaching reflects his commitment to empowering others to lead without formal titles, emphasizing the importance of self-awareness, personal development, and empathy in leadership. If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider Episode Resources: Ryan Snelling on LinkedIn The Jobless Leader on LinkedIn Agena Bioscience Website Sarah Nicastro on LinkedIn Future of Field Service Website

How do you know what success looks like? How can you measure up and compare your organization's size, revenue and niche with other technology solution providers? What are the metrics your organization should know? Know the data and build with the data in mind. Peter Kujaw, Vice President and General Manager of Service Leadership, a ConnectWise Solution shares how important it is to understand what's driving performance. Benchmarking allows Technology Service Providers to form objective assessments of their performance, and they help them to make improvements and hopefully attain best practice or ‘best in class.' Highlights include: Power of data to transform your business. NSPCOA - The Normalized Solution Provider Chart of Accounts, helps to capture trends and to reveal what 'good' is. How ConnectWise entered the picture and the impact of that dynamic relationship for the overall community. How 'Best in Class' is determined. What stood out to him from the Q3 Data Insights. Impact of AI and Security services for an MSP. The SLIQ platform. Peter's advice to not panic and to join a peer group, like Evolve. Follow Peter on LinkedIn and visit service-leadership.com to take the Compensation Survey and receive a free copy of the Service Leadership Index 2025 Annual IT Solution Provider Compensation Report. --- more --- If you are looking to learn the art of audience engagement while listening for methods to conquer speaking anxiety, deliver persuasive presentations, and close more deals, then this is the podcast for you. Twins Talk it Up is a podcast where identical twin brothers Danny Suk Brown and David Suk Brown discuss leadership communication strategies to support professionals who believe in the power of their own authentic voice. Together, we will explore tips and tools to increase both your influence and value. Along the way, let's crush some goals, deliver winning sales pitches, and enjoy some laughs. Danny Suk Brown and David Suk Brown train on speaking and presentation skills. They also share from their keynote entitled, “Identically Opposite: the Pursuit of Identity”. Support and Follow us: YouTube: youtube.com/channel/UCL18KYXdzVdzEwMH8uwLf6g Instagram: @twinstalkitup Instagram: @dsbleadershipgroup Twitter: @dsbleadership LinkedIn: linkedin.com/company/twins-talk-it-up/ LinkedIn: linkedin.com/company/dsbleadershipgroup/ Facebook: facebook.com/TwinsTalkitUp Facebook: facebook.com/dsbleadership/ Website: dsbleadershipgroup.com/TwinsTalkitUp

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes Dot Mynahan, who currently serves as the Senior Director of Safety and Workforce for the National Elevator Industry and formerly spent more than 30 years with Otis Elevator, and John Carroll, CEO of the Service Council. This session was recorded live at IFS Unleashed after announcing the Future of Field Service Stand Out 50 Leadership Awards, for which Dot and John served as judges. Dot, John, and Sarah discuss why recognizing strong service leaders is so important. Dot began her journey at Otis Elevator as a temporary service clerk. Over time, she progressed through various roles, including field management trainee, maintenance supervisor, branch manager, general manager, regional field operations manager, senior regional field operations manager, and Director of Field Operations for Latin America. Dot's passion lies in coaching and guiding fellow employees, enabling them to excel at Otis. She co-founded and co-led FORWARD, an innovative global Employee Resource Group aimed at recruiting, retaining, and mentoring women within Otis field operations. John is a seasoned CEO with vast experience in the research industry, who specializes in services, customer experience, sales, business development, and customer satisfaction. As an entrepreneurial leader in marketing and business development, John has a proven track record of driving revenue growth, expanding market share, and increasing business value. In 2009, John founded the Service Council with a vision to create a platform for sharing and refining innovative strategies among service-centric businesses. If you enjoyed this episode, make sure to subscribe, rate, and review on Apple Podcasts, Spotify, and Google Podcasts. Also, subscribe to our newsletter right here: https://www.futureoffieldservice.com/the-insider

Host Dave Sobel welcomes back Peter Kujawa from Service Leadership to discuss the latest trends in managed service provider (MSP) revenue and profitability for Q3. Peter shares insights from a new analysis that reveals a slowdown in organic managed service growth, which has been trending back to historical norms after a significant spike during the COVID-19 pandemic. While the organic growth rate peaked at around 25% during the pandemic, it has now settled back to approximately 10-10.5%. Peter reassures MSPs that this return to historical levels is not a cause for panic, as it reflects a more stable market environment.The conversation delves into the impact of inflation on revenue growth, highlighting that much of the previous growth was driven by price increases rather than new client acquisitions. Peter emphasizes that while MSPs have been raising prices to cope with wage inflation, this has also led to downward pressure on gross margins and profitability. Despite the cooling labor market, the overall outlook remains positive, with expectations for a solid year ahead, particularly for value-added resellers (VARs) who experienced high growth in product and project revenues during Q3.As the discussion progresses, Peter shares intriguing data correlating MSP revenue growth with U.S. presidential election cycles. Historical data from previous election years indicates a pattern of decreased growth during election cycles, followed by a rebound in the subsequent year. With the 2024 election approaching, Peter anticipates a similar trend, suggesting that MSPs may experience a bounce-back in growth post-election, provided there are no significant unforeseen events.Finally, the episode touches on the current state of mergers and acquisitions (M&A) in the MSP space. Peter notes that there is a notable disparity in the market, with many small MSPs and larger platform MSPs, but a lack of mid-sized firms. This has created a seller's market, where private equity buyers are particularly interested in acquiring smaller MSPs to consolidate and scale their operations. Peter advises smaller MSPs to develop a value creation strategy and consider merging with others to enhance their market position and achieve greater profitability. The episode concludes with a look ahead to upcoming reports on compensation and wage inflation, which will provide further insights into the evolving landscape of managed services. All our Sponsors: https://businessof.tech/sponsors/ Do you want the show on your podcast app or the written versions of the stories? Subscribe to the Business of Tech: https://www.businessof.tech/subscribe/Looking for a link from the stories? The entire script of the show, with links to articles, are posted in each story on https://www.businessof.tech/ Support the show on Patreon: https://patreon.com/mspradio/ Want to be a guest on Business of Tech: Daily 10-Minute IT Services Insights? Send Dave Sobel a message on PodMatch, here: https://www.podmatch.com/hostdetailpreview/businessoftech Want our stuff? Cool Merch? Wear “Why Do We Care?” - Visit https://mspradio.myspreadshop.com Follow us on:LinkedIn: https://www.linkedin.com/company/28908079/YouTube: https://youtube.com/mspradio/Facebook: https://www.facebook.com/mspradionews/Instagram: https://www.instagram.com/mspradio/TikTok: https://www.tiktok.com/@businessoftechBluesky: https://bsky.app/profile/businessoftech.bsky.social

In this episode, Steve Ramona shares his journey from his early days working at his family's health club to becoming a successful business owner by building strong relationships and continuously serving others. The conversation highlights the importance of ABS (Always Be Serving), effective networking strategies, and the long-term benefits of focusing on relationships over transactions. Steve also discusses his involvement in television and offers insights on patience and persistence in both personal and professional growth. This episode is packed with actionable advice for entrepreneurs, leaders, and anyone looking to make meaningful connections in their career.   Episode Highlights: 10:41 The Importance of Long-Term Relationships in Business 17:58 The CEO's Compass: A Guide to Avoid Burnout 19:07 Understanding ABS: Always Be Serving 20:07 The Power of Small Acts of Kindness 22:16 The Importance of Patience and Persistence   Steve Ramona, a unique super-connector, specializes in building partnerships through his personalized introductions. These introductions are emails and include video explanations, adding a personal touch to each connection. Steve's introductions have been incredibly successful, resulting in 25 million dollars in deals over the past 11 years. This track record speaks volumes about the value he brings to each connection.Steve has a podcast, Doing Business with a Servant's Heart, with an audience of over 40,000 people per episode. He also has a TV show called Together We Serve, which has a 1.2 million monthly audience and 9 million viewers on the TV channel. Steve's shows mostly feature CEOs, founders, Presidents, and Entrepreneurs with incredible stories. Through these shows, Steve finds great people to partner with and introduces partnerships/collaborations.   How to connect with Steve Website: https://www.servinginbusinesspodcast.com/ LinkedIn: https://www.linkedin.com/in/steveramona/   For more insights: Follow me on my YouTube Channel: https://bit.ly/47GgMdn  Sign up for my Weekly Newsletter:  https://bit.ly/3T09kVc Sign up for my LinkedIn Newsletter: https://bit.ly/49SmRV3   See omnystudio.com/listener for privacy information.

The rollout of Windows 11 version 24H2 introduces a range of AI-powered features, such as enhanced Energy Saver, improved Bluetooth LE audio support, and Wi-Fi 7 compatibility. Notably, Microsoft has integrated Rust into the Windows kernel and introduced new functionalities for its CoPilot AI, which now includes natural voice interaction and daily news summarization. However, the update also marks the end of support for Windows Mixed Reality headsets, as Microsoft shifts its focus away from hardware in the mixed reality space.Host Dave Sobel highlights Microsoft's decision to cease production of the HoloLens 2 and its partnership with Meta, indicating a strategic pivot towards software integration with Meta's Quest headsets. This move reflects a broader trend in the tech industry, where companies are increasingly prioritizing AI-driven productivity tools. Sobel emphasizes the importance of data management for businesses looking to leverage these new AI capabilities effectively, suggesting that many customers may not be prepared to utilize these tools without a solid data foundation.The episode also covers OpenAI's introduction of a public beta for its Realtime API, which allows developers to create applications that facilitate natural conversations with AI chatbots. This new API supports low-latency, multimodal features, enhancing voice interactions and enabling seamless communication across languages. Additionally, Liquid AI has launched its Liquid Foundation Models, which are non-transformer AI models designed for improved performance and memory efficiency, potentially lowering infrastructure costs for clients running large-scale AI applications.Finally, Sobel discusses Kaseya's commitment to achieving FedRAMP authorization for its ITComplete platform, which aims to support managed service providers (MSPs) with compliance requirements. This initiative is particularly significant as it addresses the growing need for compliance in government contracts. The episode concludes with a call for IT solution providers to participate in Service Leadership's annual compensation survey, which aims to provide insights into compensation trends and help organizations optimize their recruitment strategies. Three things to know today 00:00 Windows 11 Update Brings AI Features as Microsoft Exits Mixed Reality Hardware with HoloLens05:05 OpenAI Expands Voice Integration with Realtime API, While Liquid AI Launches Efficient Non-Transformer Models07:10 Kaseya Aims for FedRAMP Authorization as Service Leadership Opens IT Compensation Survey  Supported by:  https://www.coreview.com/msphttps://mspradio.com/engage/  Event: www.smbTechFest.com/Go/Sobel    All our Sponsors: https://businessof.tech/sponsors/ Do you want the show on your podcast app or the written versions of the stories? Subscribe to the Business of Tech: https://www.businessof.tech/subscribe/Looking for a link from the stories? The entire script of the show, with links to articles, are posted in each story on https://www.businessof.tech/ Support the show on Patreon: https://patreon.com/mspradio/ Want our stuff? Cool Merch? Wear “Why Do We Care?” - Visit https://mspradio.myspreadshop.com Follow us on:LinkedIn: https://www.linkedin.com/company/28908079/YouTube: https://youtube.com/mspradio/Facebook: https://www.facebook.com/mspradionews/Instagram: https://www.instagram.com/mspradio/TikTok: https://www.tiktok.com/@businessoftechBluesky: https://bsky.app/profile/businessoftech.bsky.social

In this solo episode, Mike Simmons discusses leadership from the perspective of self-leadership. He emphasizes the importance of looking inward before seeking leadership from others. Mike provides practical insights into building leadership skills through self-reflection, goal-setting, and problem-solving. He also touches on how mindset plays a crucial role in the journey to effective leadership. Key Quotes “If you're looking for leadership, start with a mirror.” “Leadership is how we move forward, and to do that, we must first know where we are and where we want to go.” “Before we can lead others, we must first demonstrate that we can lead ourselves well.” In this episode, Mike explores the essence of leadership by starting with self-leadership. He shares practical tools for decision-making, goal-setting, and problem-solving, all while reinforcing the importance of mindset. Simmons encourages listeners to take personal responsibility and develop the skills necessary to move themselves and others forward. Find Your Catalyst - and Learn. Think. Act. - at https://findmycatalyst.com 5 Key Takeaways Leadership Starts with Self Leadership begins by looking inward. Know where you are and where you want to go. Develop the ability to lead yourself before leading others. Clarity and Goal-Setting Define clear objectives and goals for yourself. Reflect on where you are versus where you want to be. Use goal-setting frameworks to guide your decisions. Problem-Solving Define the problem clearly before seeking solutions. Consider different perspectives to avoid blind spots. Use frameworks like the Catalyst A.C.T.S. hexagon to solve problems effectively. Mindset and Continuous Learning Adopt a growth mindset; be open to learning and feedback. Avoid complacency by continuously applying new skills. Learn, think, act, and reflect regularly to maintain progress. Leadership as Service Leadership is about serving others, not about titles. Lead by example, doing your own work well. Build trust through clear communication and alignment of goals.

Show NotesRyan Johnson is the Founder & CEO of 3Sparrows Executive Services. As a fractional Chief Operations Officer and business management coach, I help small businesses owners empower their team members to grow from "Clock Punchers" to "Owners" and 10x their personal and business success.Quote: “Empower those around you to take ownership, and you'll build a team that's invested in shared success.” - Ryan JohnsonFergie's Top 5+ Knowledge Nuggets and Take-Aways:Lead Through Service: Make serving others the foundation of your leadership. True influence begins when you prioritize the needs of those around you.Empower Ownership: Encourage those around you to take ownership of their roles. When people feel empowered, they become invested in success.Be a Solution for Others: Find ways to be a lifeline for those struggling. Your expertise could be exactly what someone else needs to overcome their challenges.Seek and Give Mentorship: Surround yourself with mentors who challenge you to grow, and pay it forward by mentoring others on their journey.Embrace the Power of Change: When life calls for it, don't be afraid to pivot. Growth often requires stepping into new and unfamiliar territory.Adapt and Thrive: Be willing to reinvent yourself when necessary. Adaptability is crucial to thriving in any environment.Recommended Resources:  Visit 3Sparrow's Executive Services FREE 3Sparrow's Framework - ‘3 STeps to Scale Your Business'Visit Ryan's Linked IN

An ESU agent may be the hero of July 13th, 2024 having fired the 9th round and stopping Crooks from firing more. But the Secret Service comes off looking even worse for attempting to take credit for ending the threat while also throwing local police under the bus as often as possible. Truly deplorable behavior and I use that word carefully.

Ron Rowe took the stand yesterday before Congress and proceeded to answer almost none of the questions he was asked. The Secret Service is not saving face. In this episode, I cover the disastrous hearing yesterday as well as Kamala's continued campaign catastrophe. Audit Shows IRS Employees Are Mostly Law-Abiding Trump assassination attempt: Senate to grill Secret Service, FBI officials Learn more about your ad choices. Visit podcastchoices.com/adchoices

Send us a Text Message.In this enlightening episode of Joey Pinz Disciple Conversations, Joey Pinz sits down with Peter Kujawa, the director of Service Leadership Index at ConnectWise. They dive deep into the evolving managed service provider (MSP) market, sharing invaluable insights and experiences. Peter, a seasoned attorney turned MSP leader, recounts his journey of transforming a struggling MSP into a profitable entity. He discusses the critical role of AI and hyper-automation in enhancing efficiency and the impact of mergers and acquisitions (M&A) on the industry. Peter also emphasizes the importance of transparency, benchmarking, and the power of peer groups in driving business success.Top Highlights:Peter's transition from law to leading an MSP turnaround, overcoming a $1.5 million annual loss.The significant impact of AI and hyper-automation on MSP efficiency and profitability.The role of M&A in shaping the MSP landscape and driving growth.Hashtags: #MSP #ManagedServices #AITechnology #HyperAutomation #BusinessGrowth #MergersAndAcquisitions #Podcast #BusinessSuccess #TechLeadership #ServiceLeadership #JoeyPinzConversations Join us for enlightening discussions that spark growth and exploration. Hosted by Joey Pinz, this Discipline Conversations Podcast offers insights and inspiration. 

this episode, Peter Kujawa joins Dave Sobel to discuss the recently released Service Leadership Profitability Report. The conversation delves into various aspects of profitability, comparing different business models, and highlighting trends within the industry. The report provides valuable insights for MSPs and IT service providers, especially as they gear up for year-end planning.One key finding discussed in the episode is the correlation between customer satisfaction and financial performance. The data reveals that the highest profitability customers also tend to have the happiest customers, emphasizing the importance of quality service delivery and pricing strategies. The discussion goes deeper into analyzing the relationship between Net Promoter Scores and service gross margins, shedding light on the nuances of customer satisfaction and profitability.Another interesting topic explored in the episode is the comparison between private equity-backed MSPs and non-private equity-backed peers. The data suggests that private equity-backed MSPs generally exhibit higher Net Promoter Scores, indicating a positive impact on performance. Additionally, the episode touches on the financial performances across different geographic regions, highlighting operational maturity levels and profitability variations.The episode also delves into the emergence of new providers in the industry and the evolving business models within the MSP space. Insights are shared on the importance of maintaining a healthy mix of services, including managed services, project services, and transactional IT, to drive overall business success. The discussion emphasizes the need for providers to understand the opportunities presented by Best in Class performance and the implementation of hyper-automation for transformative results. All our Sponsors: https://businessof.tech/sponsors/ Do you want the show on your podcast app or the written versions of the stories? Subscribe to the Business of Tech: https://www.businessof.tech/subscribe/Looking for a link from the stories? The entire script of the show, with links to articles, are posted in each story on https://www.businessof.tech/ Support the show on Patreon: https://patreon.com/mspradio/ Want our stuff? Cool Merch? Wear “Why Do We Care?” - Visit https://mspradio.myspreadshop.com Follow us on:LinkedIn: https://www.linkedin.com/company/28908079/YouTube: https://youtube.com/mspradio/Facebook: https://www.facebook.com/mspradionews/Instagram: https://www.instagram.com/mspradio/TikTok: https://www.tiktok.com/@businessoftechBluesky: https://bsky.app/profile/businessoftech.bsky.social