Podcasts about tsia

Join Thomas Lah, Executive Director and Executive Vice President of TSIA, and Steve De Marco, CEO of Provus, for a comprehensive look at the future of professional services quoting. In this episode of TECHtonic, Lah and De Marco explore how AI-powered Configure Price Quote (CPQ) tools are transforming outdated, spreadsheet-heavy quoting processes into streamlined, data-driven engines of growth.From speed and margin clarity to machine learning-driven accuracy, this conversation unpacks the challenges of project-based professional services models and the breakthroughs that AI and guided quoting are enabling today. Whether you're still quoting in Excel, or striving for outcome-based pricing and recurring revenue models, this episode reveals why modern CPQ is no longer optional—it's essential.

In this high-impact episode, we're bringing you an exclusive recording from the TSIA World INTERACT 2025 conference, where Thomas Lah, Executive Director and Executive Vice President of TSIA, delivers a keynote that pulls no punches. Drawing from real-world experiences and TSIA's latest research, Thomas explores why legacy business models are on shaky ground—and what companies must do to break free from the powerful grip of inertia.Through gripping stories, cheeky humor, and practical insights, Thomas unpacks four major forces reshaping tech business models: the great workflow migration, the shrinking revenue cross, the premium on value realization, and the shift to model-driven revenue engines. Whether you're a C-suite exec or a frontline leader, this is your urgent call to reimagine operations before legacy models collapse beneath your feet.From AI strategies to value communication, pricing challenges, and the threat of economic uncertainty (including the looming impact of tariffs), this episode is essential listening for anyone steering a tech organization through disruption. Recorded live at INTERACT 2025—don't miss this raw, real, and revelatory session.Want to stay ahead of the transformation curve? Join us at TSIA World ENVISION—register today to gain the insights and strategies needed to lead with confidence in times of rapid change.

We can't believe it — episode 100 of TECHtonic is here!To celebrate this milestone, we're revisiting some of the most insightful conversations Thomas has had with guests over the years. This highlight reel features powerful clips that showcase just how far we've come — and the evolution of the conversations that are shaping our industry.Curious to dive deeper into any of the full episodes you hear? Just scroll down to find the complete list:Episode 13: Zone to WinEpisode 32: Hug the BearEpisode 49: Data-Driven Everything: A Conversation with John DeereEpisode 58: How Culture Drives Results: Insights from a Culture ScientistEpisode 76: Scaling Customer Success with AI: A Deep Dive with MicrosoftTSIA Takes: Salesforce and the Customer Success + Support Services ExperimentEpisode 82: Practical Ways to Unlock Revenue Growth with AIThank you for being part of the journey. We hope you enjoy these standout moments — and here's to the next 100 episodes of TSIA's TECHtonic!

這裡是樂天桃猿球迷向的非官方Podcast，請善用時間標記選擇想聽的話題。 ++++++ ** 樂天桃猿隊正式同意曾豪駒教練接受經典賽中華隊總教練一職 (02:55)** ** 主場轉播之神奇風格 (03:50)** ** ++++++ ** ** 上週比賽回顧 (17:08)** ** 戰績、團隊數據及個人成績 (23:20)** ** 本週賽程 (26:21)** ** ++++++ ** ** 球員伙食差，球員吃不飽 (27:51)** ** ++++++** ** 非關桃猿：你當兵的時候吃什麼 (38:02)** ** ---** 本獨立單元是針對樂天桃猿的各種動態以球迷視角製作的節目；主要的內容除了賽事回顧，還有聊聊其他球場內外的相關話題。因為球場不靠海，怕食材不新鮮所以不餵你吃整鍋牡蠣，因為考量牙齒保健，所以酸度大概至少讓你喝到醋。 這是一個主要聊台灣棒球的Podcast節目，我們沒有精闢的解說，也沒有專業的數據，就是幾個愛棒球的大叔和聽眾們一同喇賽、一同嘴砲~~ 大家可以在相關的 Podcast APP 收聽我們的節目，希望大家可以介紹給喜愛棒球的朋友們。 如果喜歡我們的節目，也希望大家可以在 Apple Podcast 專區給我們五顆星。 有興趣合作的廠商歡迎私訊或email聊聊 email：baseballuncle543@outlook.com IG：baseballuncle543 FB：大叔野球543 －－－－以下訊息由 SoundOn 動態廣告贊助商提供－－－－ 世界級蔬食饗宴《果然匯》 匯集豐富蔬果及自然食材，今年春季特別與「禾乃川國產豆製所」聯名獨家料理 多道鹹食甜點結合在地非基改、無農藥友善大豆 用心選材，只為更好的自己！ 雙北｜桃園｜新竹｜高雄皆有門市 搶先體驗：https://sofm.pse.is/7f883w -- Hosting provided by SoundOn

In this eye-opening episode of TECHtonic, TSIA Executive Director and Executive VP Thomas Lah sits down with Janice Lee, the new Education Services researcher at TSIA, to unpack the seismic shifts shaking up the education services landscape in the tech industry. From the rise of generative AI to the increasing demand for measurable business outcomes, this episode covers how ES leaders can not only survive—but thrive—amid the pressure to do more with less.What You'll Learn:How AI is transforming education services—from content development to adaptive learning experiences.Why “doing more with less” doesn't mean cutting quality, but rethinking roles and amplifying human creativity.The rising importance of customer value realization and how ES can drive it.The truth about monetization: Why an overwhelming majority of TSIA members are charging for education—and why your organization should too.A bold look at the future: Ambient learning, blurred service lines, and how ES will be seamlessly integrated into the customer journey.Whether you're an ES leader or instructional designer, this episode delivers insights with clarity and actionable strategies for the AI-powered services road ahead.

How is AI reshaping the relationship between marketing and sales? In this episode of TECHtonic, host Thomas Lah, EVP and Executive Director of TSIA, sits down with Kathy Macchi, EVP of Innovation at Inverta, to explore the seismic shifts happening in B2B marketing. Kathy breaks down how today's buyers rely on self-education and independent research—rendering traditional lead generation models like MQLs obsolete. Instead, success now hinges on multi-threaded engagement, AI-powered personalization, and a new, collaborative approach to Account-Based Marketing (ABM). Discover how revenue teams can leverage AI to deliver smarter, more effective outreach and create frictionless buying experiences. Don't miss this in-depth look into the future of B2B marketing!

Are you a luxury traveler or a budget traveler? This week we discussed ways to travel economically, including sharing a bed with a stranger in a foreign country. Do you dare to travel this way? [ratings] http://dts.podtrac.com/redirect.mp3/penanghokkien.com/media/PgHkn-2025-02-10.mp3 ❤️ Support PGHK

During this episode of TECHtonic, TSIA's Thomas Lah examines in detail the role AI is playing in transforming competitive analysis for sales teams. He is joined by Jason Smith, CEO and Co-founder of Klue, an AI-powered competitive intelligence platform. Together, they explore how machine learning and large language models (LLMs) are revolutionizing the way sales teams gather, synthesize, and leverage competitive insights. From enhancing battle cards with real-time data to empowering salespeople with actionable deal strategies, the conversation reveals how AI can speed up decision-making, improve win rates, and help companies stay ahead of their competition. Listen in to learn about the tools and tactics that can help your team adapt to the rapidly changing landscape of competitive intelligence, and hear firsthand how AI is set to shape the future of sales strategies.

As we gear up for all the action 2025 is sure to bring our way, host Sara Nicastro welcomes Roy Dockery, once again, for an insightful and provocative episode of Unscripted. The Director of Field Service Research at TSIA brings new perspectives backed by recent experiences to the conversation, shining a light on the critical ways in which field service leaders need to adapt and change their leadership styles this year.  Tabling thought-provoking ideas, the two discuss the many shifts that need to take place, the first being that of a shift away from a culture of complaining with field service organizations. The conversation underscores the role of service leaders in fostering a positive workplace, emphasizing the necessity of being a “translation engine”, learning to speak the language of other departments, ensuring that their insights and challenges are understood and addressed at the executive level. They further unpack the importance of values like empathy, curiosity, proactiveness and collaboration, which can elevate the impact of field service leaders in the industry. They also consider the impact of AI and automation on the field service industry, discussing how leaders can remain relevant by focusing on strategic thinking and emotional intelligence rather than getting bogged down in tactical firefighting. 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: Sarah Nicastro on LinkedIn Future of Field Service Website Roy Dockery on LinkedIn The Art of Leading Website

In this episode of TECHtonic, TSIA's Executive Director Thomas Lah sits down with longtime tech leader turned executive coach, Mary Cay Kosten, to explore the challenges and opportunities awaiting professionals in today's AI-driven landscape. From maintaining a positive “energy” mindset to knowing when it's time to pivot your role—or your entire career—Mary Cay draws on her breadth of experiences at Sun Microsystems, EMC, and Dell to guide you toward intentional, strategic decision-making. Tune in for practical tips on managing the rapid pace of change, prioritizing what matters to your leadership, and harnessing AI's potential without losing sight of your own personal growth. If you're ready to chart a resilient career path in the ever-evolving tech world, this is the conversation you won't want to miss!

Are we finally moving past the AI hype and into its real-world impact? In this episode of TECHtonic, Thomas Lah, Executive Director and EVP of TSIA, sits down with Ron Green, Co-founder and CTO of KUNGFU.AI, to explore the critical questions shaping AI adoption today. Together, they uncover why AI is no longer just a buzzword but an essential tool for transforming companies right now.From groundbreaking use cases like predicting breast cancer risk years in advance to practical applications like automating revenue forecasting and customer support, this conversation dives into the successes and pitfalls of deploying AI. Whether you're an executive grappling with ethical questions, or a business leader wondering where to begin, this episode provides actionable insights on accelerating ROI, building AI strategies, and understanding why this revolution is here to stay.Stay tuned for an engaging, no-hype conversation that will help you cut through the noise and take your first—or next—step into the AI-driven future.

In this insightful episode of the Professional Services Pursuit podcast, host Brent welcomes back John Ragsdale, Distinguished Researcher, Vice President of Technology Ecosystems at TSIA. The conversation dives deep into the key findings from Kantata's State of the Professional Services Industry Report and TSIA's 2024 Technology Survey. Join them as they geek out over some insightful new data and discuss the top trends happening in professional services.Key topics discussed include:Survey insights and market optimism The challenges with legacy PSA tools The importance of data quality and integration for AI implementation The need for better forecasting tools to manage demand and resource allocationThe shift from a launch and leave mentality to client retention and satisfaction Explore the full State of the Professional Services Industry Report now and visit TSIA Featured Insights to become a member and access all of the amazing content that they have available. Hosted on Acast. See acast.com/privacy for more information.

Join us for a live, insightful keynote session from TSIA World Envision with Thomas Lah, Executive Director and Executive Vice President of TSIA. Thomas explores the transformative power of AI in revenue generation. Discover how cutting-edge AI use cases can supercharge your workflows, driving revenue growth and enhancing customer experiences. Learn how to leverage AI to improve lead qualifications, manage renewal risks, and position your offers more effectively.Don't miss this opportunity to stay informed on the latest breakthroughs, insights, and innovative solutions that could transform your business. Join us to discover how AI can dramatically enhance your revenue workflows and redefine your approach to revenue generation.

In this episode of the Unscripted podcast, host Sarah Nicastro welcomes back Roy Dockery, Author of The Art of Leading, for a discussion filmed at Future of Field Service Live in Stockholm on what leadership traits do (and don't) create impact. Since this discussion, Roy has also taken the role of the Director of Field Service Research at TSIA. Roy stands out as a transformative leader in the service sector, keynote speaker, and creator of an innovative leadership model based on truth, love, and empathy to enhance impact. His background as a millennial executive and former military personnel has trained him to effectively manage diverse, cross-generational teams across various industries. Through his book, "The Art of Leading: Truth, Love and Empathy in Action," Roy shares this model with 13 fundamental principles, providing real examples of their application. He was also recognized as one of Hot Topic's top 100 Service Visionaries by a panel of global industry experts.  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

On this episode of TECHtonic, Thomas asks hard questions about the shifting landscape of customer success with Nick Mehta, CEO of Gainsight. Inspired by a provocative chapter in Frank Slootman's "Amp It Up" that questions the necessity of customer success, Thomas and Nick explore the current debates and future directions of this critical business function.Nick shares his insights on why customer success is more vital than ever, especially as technology companies face increasing pressure to prove their business value. From the historical context of customer success a decade ago to today's innovative strategies, Nick discusses the integration of AI, the importance of verticalization, and the evolving roles within customer success organizations.Listeners will gain valuable perspectives on how to leverage AI for better customer experiences, early warning systems, and productivity enhancements. Nick and Thomas also tackle the challenge of balancing cost efficiency with maintaining the core capabilities of customer success teams and the necessity of adopting a beginner's mind in the face of seismic industry shifts.Tune in to receive actionable advice and discover how you can stay ahead in the debate on the value of customer success and prepare your organization for the future.

In this episode of the Professional Services Pursuit Podcast, we revisit our April webinar with TSIA. In the ever-evolving world of professional services, outstanding client experiences are the benchmark of success. Achieving this requires a holistic, real-time perspective on project health and performance. Jared Haleck, Kantata's Chief Product Officer, joins John Ragsdale, Distinguished Researcher and Vice President of Technology Ecosystems at TSIA, to discuss Kantata Pulse. Jared shares how this innovative solution aims to revolutionize PS technology by natively gathering client and employee feedback, leveraging AI-driven insights to enhance project outcomes.Other topics covered in this episode include:Limitations of legacy professional services automation toolsWhy cost and schedule are no longer enoughThe crucial role of proactive project sentiment and client satisfactionThe role of AI in the future of PS technologyWatch the full webinar recording here Hosted on Acast. See acast.com/privacy for more information.

Join us for the first episode of TSIA Takes, a limited TECHtonic podcast series. During this series, Thomas Lah dives deep into the pivotal question: What is the value of customer success? This pressing question has turned the customer success organization upside down as it navigates what the future of its business looks like. In this episode, Thomas is joined by Jim Roth, President of Customer Success at Salesforce, who discusses Saleforce's pioneering approach to integrating customer success, support, and training into a seamless, unified experience. They explore the dynamic roles within Salesforce, emphasizing the importance of customer success managers (CSMs) as orchestrators who ensure comprehensive customer support. Jim shares how Salesforce's strategy of merging support, training, and success roles leads to a more streamlined and compelling customer experience. This allows Salesforce to leverage data to drive customer health, adoption, and education and create a unified customer success score that guides its strategies. They also discuss the financial models behind customer success, debating the merits of monetizing versus offering services as part of the overall customer experience. Jim provides a compelling argument for why tech companies should consider customer success a critical investment rather than a cost center.Whether you're a tech industry veteran or new, this episode offers insights to elevate your understanding of customer success. Take advantage of this first episode of our TSIA takes special podcast series, which challenges conventional wisdom and provides a fresh perspective on making your customer success business model successful.

Salesforce.com is THE leader among their peers (11 straight years) in Customer Relationship Management solutions.   Phil Nanus leads Salesforce's Customer Success organization, a team of over 2000 employees.  He shared invaluable insights into how Salesforce is revolutionizing customer success through innovation, trust, and technology.  Here are my 3 key takeaways from our conversation: - **Embrace Technology for Customer Success:** Salesforce is leveraging AI to enhance customer experiences and improve sales; their collaboration with Gucci is a great example. The rise of AI and generative AI paves the way for more personalized and efficient customer interactions. - **Core Values Drive Success:** Salesforce's commitment to values such as trust, innovation, equality, and sustainability is foundational. Their one-one-one philanthropic model (donating 1% of time, products, and profits) and V2MOM document, ensure alignment and a clear vision across the organization. - **Passion and Lifelong Learning:** Phil's advice to university students is gold – find your passion and be a lifelong learner. Passion fuels opportunity, and embracing failure is crucial for growth and learning. Phil shared a number of practical applications on how you get to be “Technology Led and Customer Obsessed” on this episode of The Delighted Customers Podcast. Phil Nanus is the Executive Vice President of Account Success within Salesforce's Customer Success organization. His team helps orchestrate the Salesforce customer experience and partners closely with Sales to create growth and value realization through strategic customer care. Since joining Salesforce in 2021, Phil has focused on customer health by working to optimize adoption, customer expertise, and technical health, at every stage of the customer lifecycle. He is passionate about helping customers build trust and maximize value from Salesforce products while enabling career growth and development for members of the Account Success team. Prior to Salesforce, Phil spent over 20 years in SaaS, Enterprise Software and management consulting (Accenture, Symantec, Infor, TSIA). Phil holds dual bachelor's degrees from the University of Central Florida. He currently lives in Florida with his wife and three children. Resources The Delighted Customers podcast website:https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

“I think the dirty secret of marketing on a lot of things is sometimes things happen behind closed doors, and people just kind of make decisions without actually talking to people.” -Adrian Speyer   Adrian Speyer is an accomplished marketing and community leader, currently serving as the Vice-President of Marketing & Community at CLI, an education and research community focused on empowering customer-centric professionals in their career development. Adrian has successfully collaborated with global brands such as Qualtrics, IBM, Acer, TeamViewer, D2L, Smartsheet, SmartRecruiter, and TSIA to enhance their community programs. Adrian is author of "The Accidental Community Manager," a comprehensive guide for first-time B2B community builders. In this episode, Adrian and Andrew have a candid discussion on content strategies to engage modern audiences. Listen to this episode to gain insider tips from a marketing leader on trends like shorter formats, AI newsletters, and leveraging online communities.   Website: https://mycli.co/ Facebook: https://www.facebook.com/customerleadersinstitute LinkedIn: https://www.linkedin.com/in/adrianspeyer/ Instagram: https://www.instagram.com/customerleadersinstitute/

“I think the dirty secret of marketing on a lot of things is sometimes things happen behind closed doors, and people just kind of make decisions without actually talking to people.” -Adrian Speyer   Adrian Speyer is an accomplished marketing and community leader, currently serving as the Vice-President of Marketing & Community at CLI, an education and research community focused on empowering customer-centric professionals in their career development. Adrian has successfully collaborated with global brands such as Qualtrics, IBM, Acer, TeamViewer, D2L, Smartsheet, SmartRecruiter, and TSIA to enhance their community programs. Adrian is author of "The Accidental Community Manager," a comprehensive guide for first-time B2B community builders. In this episode, Adrian and Andrew have a candid discussion on content strategies to engage modern audiences. Listen to this episode to gain insider tips from a marketing leader on trends like shorter formats, AI newsletters, and leveraging online communities.   Website: https://mycli.co/ Facebook: https://www.facebook.com/customerleadersinstitute LinkedIn: https://www.linkedin.com/in/adrianspeyer/ Instagram: https://www.instagram.com/customerleadersinstitute/

This episode of the Professional Services Pursuit is a recording from a recent TSIA webinar hosted by John Ragsdale, Distinguished Researcher, Vice President, Technology Ecosystems at TSIA. In it we discuss the hidden costs associated with technical debt—the cumulative consequences of using outdated or overly customized technology— and how it blocks predictable value delivery across the professional services lifecycle. Other topics discussed include:Understanding technical debtThe cost of outdated technology and the impact it has on employee and customer experienceHow to identify technical debt within your organizationStrategies for prioritizing and addressing these challengesHow to leverage AI and other emerging technologies to enhance forecasting, resource management, and decision-making processes Hosted on Acast. See acast.com/privacy for more information.

What does the future hold for tech companies as AI continues to evolve and integrate into their operations? In this episode of Tech Talks Daily, I sit down with Thomas Lah, the Executive Director and Executive VP of the Technology & Services Industry Association (TSIA), to explore this pressing question. As an expert with over two decades of experience helping major tech firms enhance their operational efficiency, Thomas provides invaluable insights into the profound changes AI is bringing to the industry. AI is revolutionizing internal workflows, leading to significant improvements in key performance indicators (KPIs), ranging from 15-70%. This transformation is not just about automating tasks but fundamentally changing how companies operate from the inside out. Thomas highlights that while much of the AI buzz centers around customer-facing solutions, its impact on internal operations is equally transformative. Some companies are rapidly adopting AI to enhance their workflows, creating a divide between the "haves and have-nots" in the industry. Case studies demonstrate that deploying AI in workflows can lead to substantial KPI improvements, underscoring its potential. One of the most discussed aspects of AI's integration is its impact on headcount. Research indicates that AI could reduce headcount in tech companies by up to 20%. Companies like Google have openly discussed how AI has enabled workforce reductions, while others have slowed their hiring rates despite experiencing revenue growth. This trend raises important questions about the future of work in the tech industry.  The prospect of reduced headcounts brings about a critical need for companies and society to invest in retraining and supporting displaced workers, ensuring a smooth transition into new roles that leverage their existing skills in conjunction with AI capabilities. Thomas explains that education services and support services are currently reaping the highest benefits from AI implementations. These areas are seeing significant returns on investment, making them prime examples of where AI can deliver substantial value. In contrast, areas like revenue management and sales/renewals are lagging in terms of AI-driven ROI, highlighting the varying degrees of AI impact across different functions. For companies looking to overcome the barriers to AI implementation, Thomas advises starting with well-defined workflows and integrating AI into these existing processes rather than creating new ones from scratch. He emphasizes the importance of having a sense of urgency, as AI capabilities are not just a passing trend but a permanent fixture in the tech landscape.  The ability to quickly and effectively adopt AI can determine a company's future success, making it imperative for tech leaders to prioritize these initiatives. Looking ahead, AI promises to deliver more consistent business value and operational efficiency. Thomas and I discuss how AI will reshape workflows for everyone in the industry, creating distinct market winners and losers based on the speed and effectiveness of AI adoption. This shift will necessitate a new approach to business strategy, focusing on leveraging AI to gain a competitive edge. Beyond the immediate impact of AI, Thomas shares insights into how the classic SaaS business model is under pressure due to inflation, high interest rates, and deflated company valuations. He discusses how companies like Salesforce are adapting to these economic challenges by leveraging big data and AI to offer next-generation value propositions. This adaptability is crucial for SaaS companies to navigate the current economic landscape and emerge stronger. Throughout our conversation, Thomas emphasizes the role of industry associations like TSIA in helping SaaS companies navigate the challenges brought by AI disruption. He advises that every executive team should focus on their big data play to unlock unique value propositions for their customers. By doing so, companies can not only survive but thrive in an AI-driven future. We conclude the discussion by reflecting on the broader implications of AI in the tech industry. We agree that AI will enable more consistent business value and operational efficiency, changing everyone's workflows and creating a clear divide between those who quickly adapt and those who lag behind. As we look to the future, the question remains: How will tech companies continue to evolve and leverage AI to stay ahead in an increasingly competitive landscape? I invite you to share your thoughts on this transformative journey.  

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Food offerings for various deities and our own ancestors. What food offerings do you use that we missed? Let us know in the comments. [ratings] http://dts.podtrac.com/redirect.mp3/penanghokkien.com/media/PgHkn-2024-05-06.mp3 ❤️ Support PGHK

This May, TSIA will host our INTERACT conference in Orlando, showcasing an engaging panel discussion on deploying and optimizing AI hosted by Thomas Lah. Pattabhi Raman, VP of Digital Experience at Informatica, will join the distinguished panel. Recently, Thomas had the privilege of conversing with Pattabhi, gaining exclusive insights into Informatica's strategies for achieving a successful digital customer experience. They discuss the secrets behind Informatica's success and explore how they've exponentially leveraged AI to enhance their digital-first mindset.Tune into this episode of TECHtonic for a sneak peek into how Informatica can't go wrong with its digital-first mentality, and don't miss the chance to join us at INTERACT to explore this topic even further! Register today and get ready to uncover deeper insights to empower you to craft an even more impactful digital customer experience with AI.

GTM Disrupted host Mike Smart was able to grab a few minutes to chat with Laura Fay, tech industry veteran, enterprise software executive, author and thought leader to discuss the evolution of product leadership and the next growth driver for B2B tech – Experience-Led Growth (XLG). Laura explains the XLG Manifesto, the core values of XLG and shares her views on what product leaders must do now to help prepare for frictionless customer touch to expansion. Key Take Aways from this episode include:  Leveraging tools and technologies  Shifting from products to customer experiences  How to prioritize data driven decisions  Evolution of the sales-led culture Laura's Bio Laura Fay is a 30+ year tech industry veteran who partners with product leaders in the tech industry to help them make effective portfolio investment decisions and drive profitable growth. Prior to her consulting career, Laura spent decades as a Product Management, Customer Success and General Business executive directly contributing to the growth and operational velocity of large well-established enterprises and several early-stage businesses. Laura is an author of multiple widely used industry frameworks on key business, customer, and product management topics. Based on her experience advising dozens of product leaders, she co-authored Digital Hesitation with her TSIA research colleagues where she makes the case for effective value management and its role in launching and growing successful recurring revenue businesses. To Learn more about Laura to go - https://www.linkedin.com/in/laurafay/

This episode is sponsored by Oracle. AI is revolutionizing industries, but needs power without breaking the bank. Enter Oracle Cloud Infrastructure (OCI): the one-stop platform for all your AI needs, with 4-8x the bandwidth of other clouds. Train AI models faster and at half the cost. Be ahead like Uber and Cohere. If you want to do more and spend less like Uber, 8x8, and Databricks Mosaic - take a free test drive of OCI at https://oracle.com/eyeonai Explore the journey of AI within the technology industry with Thomas Lah in episode #180 of Eye on AI. This dialogue features Thomas Lah, Executive Director of the Technology and Services Industry Association (TSIA), as he delves into the influence of AI on technology companies and their operating models. In this episode, Thomas offers a compelling narrative on how AI is being integrated into the fabric of technology businesses, altering the landscape of innovation and competition. Discover the intricacies of AI adoption strategies, the challenges of data management, and the evolution of business models in response to AI advancements. From Microsoft to Salesforce, uncover how leading tech giants are harnessing AI to redefine efficiency, creativity, and growth. Dive deep into the core of TSIA's research, unveiling the pivotal role of benchmarking and operational research in navigating the AI revolution. Thomas sheds light on the actionable insights and best practices that are guiding technology companies through this era of rapid technological change. Whether you're intrigued by the operational shifts AI is catalyzing in the tech sector, or you're keen on understanding the future directions of AI-driven business models, this episode is a treasure trove of knowledge. Remember to give us a thumbs up on YouTube if this deep dive into the AI transformation within tech companies enriches your understanding.  Subscribe for more insights into how AI is sculpting the technological landscapes of tomorrow. Stay Updated: Craig Smith Twitter: https://twitter.com/craigss Eye on A.I. Twitter: https://twitter.com/EyeOn_AI (00:00) Preview and Introduction  (01:19) AI's Impact on Tech Companies' Internal Processes (04:22) Thomas Lah's Background and Contributions to Tech Services (07:49) Future Trends: AI Agents and Physical World Actions (10:12) Real-World AI Use Cases and ROI in Tech Companies (13:44) The Rapid Maturation of AI Tools and Its Impact (16:48) The Right Timing for AI Adoption and Investment (20:09) AI Advantaged vs. Severely Lagged Tech Companies (25:31) Addressing the Consumption Gap with AI in Education (32:17) AI in Operations (38:35) The Evolution of AI Agents and Co-Pilots in Tech Services (45:12) Centralizing and Rationalizing Data for AI Readiness (48:31) Cultural and Technical Shifts Required for AI Integration (51:06) AI's Impact on Business Models and Headcount Reductions

This May, TSIA will host our INTERACT conference in Orlando, featuring a special closing keynote by Doug Schmitt, President of Dell Technologies Services. TECHtonic host Thomas Lah recently had the pleasure of speaking with Doug one-on-one for a sneak peek into his presentation. During their conversation, Thomas and Doug delve into Dell's use of AI as the cornerstone for continuously enhancing the customer experience.Their discussion also touches on:The essential skills required to harness AI effectively in today's dynamic business landscape, as well as the nuances and strategies needed to leverage AI to its fullest potential.How Doug and his team spearheaded the deployment of AI within their organization, and its transformative impact on organizational structures.The differentiating factors between customers who thrive with cutting-edge technology and those encountering hurdles.Tune into this episode of TECHtonic for a sneak peek into Dell's winning formula, and don't miss the chance to join us at INTERACT to explore this topic even further! Register today and get ready to uncover deeper insights to empower you to craft an even more impactful customer experience with AI.

In this episode, host Thomas Lah, TSIA's Executive Director, engages in a pivotal conversation with Alexandra Zagury, Global Vice President at Cisco. Together, they explore the intricacies of partner strategies in the as-a-service era, as well as the transformative impact of artificial intelligence on technology business models.Key highlights include:The industry's urgent need for clarity and direction in partner strategies amidst the as-a-service transition. This includes Cisco's innovative approaches to partner management, ensuring a seamless transition, and fostering success in a service-dominated landscape.How AI is redefining tech business models, Cisco's AI implementation journey, the importance of AI in enhancing operational efficiency, customer experiences, and the crucial role of telemetry and data governance in harnessing AI's full potential.The implications of AI and as-a-service models on the workforce and corporate culture. How can companies retool and retrain employees to leverage new AI capabilities effectively, and how important is a growth mindset for individuals and organizations?Alexandra Zagury's personal career trajectory, and insights on how it helped mold her unique perspective on the essential skills and adaptive strategies needed to thrive in tech.For professionals seeking to understand and adapt to the seismic technological shifts transforming the industry, this episode is a can't miss!

Join us in the latest episode of TECHtonic, where we dive into the world of customer success with Thomas Lah and Stephen Fulkerson, VP of Customer Success Research at TSIA. In this episode, we explore how customer success can become a more effective channel for ensuring customer satisfaction and organizational success.Thomas and Stephen analyze all aspects of customer success, including:Introducing the KORE score: Keeping Organizational Outcomes, Retention, Renewal, and References Excellent, as the all-in-one solution for organizational success.Streamlining customer success to better define success, break down silos, and foster collaboration with sales.The significance of evolving job titles, such as Renewal Specialists, and what that means for compensation metrics.How to effectively harness and utilize AI capabilities in customer engagements.Don't miss out on this opportunity to learn how to empower your customer success organization with the essential tools required to survive in the uncertain future.Report: The State of Customer Success 2024

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This week on the Expert Voices podcast, Randy Wootton, CEO of Maxio, speaks with Thomas Lah, co-founder of the Technology Services Industry Association (TSIA). Randy and Thomas take an in-depth exploration of the journey from traditional software models to SaaS, the dynamics of profitability within the industry, and the development of key success metrics. Thomas shares valuable experiences from his tenure at Silicon Graphics to his groundbreaking approach in founding an association focused on data and insights for the technology services industry. Randy and Thomas navigate through the transformational shift from on-premises software models to cloud-native SaaS businesses, revealing trends, challenges, and strategies for acclimating to new market realities. Quotes"If your RAC (revenue acquisition cost) number is higher than your competitors, you have a problem. You have a serious problem because you are not as efficient at generating revenue growth. And that's going to catch up with you. How much time and treasure you're going to have to spend to get market share.” -Thomas Lah [22:20]“SaaS companies can be replaced. As a CEO or CFO, you have to think about your unique value in a way that doesn't lock the customer in. You have to continue to give value. It's a value conversation versus a price increase conversation.” -Randy Wootton [38:58]Expert Takeaways The Rule of 35, proposed by TSIA, serves as a new benchmark for operational efficiency, complementing the well-known Rule of 40 in guiding SaaS companies towards profitability.Monetizing service motions, migrating commercials, and leveraging data for growth are crucial levers for improving SaaS profitability.The RAC (Revenue Acquisition Cost) to CAC (Customer Acquisition Cost) metric provides a clearer picture of growth efficiency compared to CAC alone.There has been an increase in focus on financial austerity among SaaS companies, with significant layoffs marking a move toward more sustainable growth strategies.Timestamps[03:25] Transformation from on-prem to cloud-native software [07:13] Migration from on-prem to managed service offers [10:19] Challenges of achieving profitability in the SaaS business model [13:07] Tech companies have eliminated almost a million jobs [14:18] Importance of being profitable and the rule of 40 [22:10] Salesforce, ServiceNow, and Zscaler's rack numbers compared to competitors [24:37] CFOs need to shift from Excel to database models for data analysis [29:15] CFOs need to shift from compliance to strategic partnership [31:44] The "porpoise principle" of becoming profitable before making growth investments [40:01] Changing the operating model is the hard work for profitability [40:57] "Digital Hesitation" and "As a Service Playbook" are recommended booksLinksMAXIOUpcoming EventsMaxio Institute Report

Join us in the latest episode of "TECHtonic" as we delve into the evolving world of technology support models with TSIA's Distinguished Vice President of Support and Field Services Research, Vele Galovski. In this conversation, Thomas and Vele offer a unique blend of insights and perspectives on the current and future state of technology support.They begin with the dramatic shifts observed in 2023, marked by divergent perspectives in the industry, including the bifurcation of corporate responses to economic conditions.Then they talk through the crucial role of support in driving growth, emphasizing the importance of viewing support as a strategic differentiator and an engine for customer satisfaction, while addressing the ongoing challenge of scaling service delivery and monetizing support.The highlight of the discussion is around AI's role in transforming support services. Vele introduces the concept of 'AI Base Campers' and 'AI Mountaineers,' explaining how companies are positioned in terms of AI readiness and adoption. He provides insightful statistics and real-world examples to illustrate how different organizations are leveraging AI to enhance support services, improve efficiency, and scale operations.This is a must-listen for anyone interested in the intersection of technology, support services, and AI business strategy!

Historically, Customer Success organizations have relied on inconsistent metrics, lacking a unified framework for assessing renewals and expansions. Simultaneously, the common practice of using NPS is dwindling, with fewer companies finding it effective in gauging customer value. With this, the critical question arises: What should CS orgs prioritize to define improvement and success for both themselves and their customers?In this episode, we not only talk about the “what” but also dive even deeper and explore the 'how,' with telemetry being the key that unlocks both parts of the Customer Success equation.Revolutionize your approach within your Customer Success organization by listening to this thought-provoking conversation from leaders Jim Roth, VP, Customer Support at Salesforce, TSIA's Stephen Fulkerson, VP, Customer Success Research, and TECHtonic host, Thomas Lah, Executive Director and EVP.

In a recent discussion, TSIA's Thomas Lah and Sean Morton, SVP of Professional Services for Trellix, delve into the critical challenges facing enterprise technology today, including the relentless threats of ransomware, the scarcity of IT security professionals, and the overwhelming complexity of IT software tools. Sean breaks down these challenges, shedding light on the paramount issues that demand attention in the tech security landscape. Thomas and Sean touch on key topics such as:The ongoing role Trellix plays in ensuring seamless customer experiences paints a vivid picture of how the company continues to support clients through post-implementation.The future of professional services and how the role will evolve in response to the changing technological landscapes.How Sean's past "product experience" roles have shaped his approach to professional services, and what unique insights and strategies he's brought to the table as a result of blending product expertise with service excellence.Join us as Sean unpacks the intricate tapestry of technology, unveiling the secrets behind Trellix's success and offering a glimpse into the future of IT security, professional services, and the evolving landscape of SaaS companies.

With a wealth of practical expertise between them, TSIA's Thomas Lah and George Humphrey, Distinguished VP & Managing Director of Offering and Delivery Research, delve into the transformative impact of AI on technology business models. They focus on three pivotal dimensions:Data-Driven Decision-MakingEfficiency and Cost ReductionEnhanced Customer ExperienceEmphasizing the urgency for companies to effectively organize around AI, they discuss the risks of stagnation in the face of rapid technological advancements. They stress the need for proactive strategies and highlight the potential dangers of irrelevance and diminished competitiveness for companies that fail to strategically embrace AI-driven transformations.Take the first step on the Enterprise AI in Technology and Service Operations Research Journey by completing the TSIA Quick Poll: Organizing for AI Success, enabling leaders to remain at the forefront of how AI is reshaping the technology industry. Gain valuable insights, stay informed, and be part of the transformative conversation that is shaping the landscape of technology businesses worldwide.

TSIA World ENVISION closed with J.B. Wood, President & CEO, and Thomas Lah, Executive Director and Executive VP at TSIA, discussing reflections and insights from our week together, and exploring the benefits of Silo Busting for Profits and Growth. From key takeaways and the most impactful breakout session presentations to the pulse from countless conversations with attendees throughout the week, this framing conversation will add depth and insights to the content that was presented. What resonated? What assumptions were validated or fell flat? Listen now to stay ahead of current trends that are forming and driving the technology industry today.

Tech companies everywhere are being challenged to grow recurring service revenues and scale customer success to nurture these recurring revenues. Today, TECHtonic host, Thomas Lah, is joined by Grad Rosenbaum, VP of Global Customer Success at HP Inc., to discuss these challenges, which are central to our current Research Journey, Protecting and Growing Your Customer Base. In this episode, Lah and Rosenbaum discuss the development of customer success at HP, the roles of sales and customer success in the expansion and renewal motions, and cost-effectively scaling customer success.Ready to learn more? Keep up to date on this subject by subscribing to TSIA's Research Journey, Protecting and Growing Your Customer Base today!

After years of focusing on growth at any cost, SaaS companies are now being forced to balance growth with improved profitability. Abbas Haider Ali, VP of customer success at GitHub and SaaS advisor and investor, believes that this pivot is creating a moment of truth for customer success organizations. Today, Ali talks to TSIA's Thomas Lah about his experience as an investor and customer success executive, and what he sees in the customer success landscape today. They discuss topics such as:Key questions that customer success executives must ask themselves and their teams to be successfulThe current customer success landscapeKey levers that customer success organizations must pull to improve profitabilityVital telemetry for customer success todayThe possibilities of AI for customer success

Ms. Tsia Moses will take you on a journey of her life.  First, we have known each other since we were 12 years old and attended The Hamlin School in San Francisco, CA.  She then gives an in-depth view of her life beginnings of wanting to be a professional dancer, then going to Howard University, changing her major to English and then on to an amazing career - from working with Dave Chapelle and Kevin Hart just to name a few.  She gives so many examples of why networking is so beneficial.  She then speaks about her biggest gift her son and choices she has to make as a single mother and why she's so excited to be at PBS.  Get your listening ears ready because I guarantee you will be INSPIRED!

Founding a successful SaaS company has never been easy, but as of 2022, it got much harder. Valuations took a hit, investment dollars became scarce, and for the first time ever, SaaS companies actually started laying off employees. In this episode of TECHtonic, Thomas is joined by Phil Alves, SaaS entrepreneur, CEO of DevSquad, and host of SaaS Origin Stories, a podcast where he interviews SaaS founders. In this fantastic conversation on the current state of SaaS, they discuss:How the current economic environment is impacting SaaS companiesThe best approach to starting a SaaS companyHow AI plays into SaaS valuationsWhether AI will soon start to replace technical staffReady to learn more? Keep up to date on this subject by subscribing to TSIA's Research Journey, The Year of Profitable SaaS today!

Managed services is one of the fastest-growing revenue streams in the technology industry, and can be a bridge to recurring revenues. Joined by Peter Lacoste, SVP of Managed Services at Dell, we shine a light on what it means to provide managed services in today's technology industry, and address the following questions:What is managed services and how is it different from traditional outsourcing?What are the best pricing approaches for managed services offers?How can managed services accelerate digital transformation?How have managed services sales evolved?What internal relationship is most critical for managed services success?Ready to learn more? Keep up to date on this subject by subscribing to TSIA's Research Journey, The Evolution of Pricing Models for Managed Services today!

Thomas Lah, the Executive Director and Executive VP of the Technology & Services Industry Association (TSIA) is my guest today. With over two decades of experience in advising global technology companies, Thomas brings invaluable insights into the evolving SaaS landscape amid inflation, high-interest rates, and deflated company valuations. Join us as we delve into the challenges confronting unprofitable SaaS companies as they face slower growth and adverse economic conditions. Thomas shares his expertise on the levers for increasing profitability and cites Salesforce as a successful example of a company adapting to the current economic environment. Our discussion takes a deep dive into the future of SaaS companies in trying times. We explore how traditional enterprise SaaS models are feeling the heat, leading to a crucial pivot towards next-generation value propositions that leverage big data and AI. Thomas also sheds light on the enduring relevance of SaaS as a delivery model despite current challenges. We touch upon the instrumental role of industry associations in helping SaaS companies steer through the disruptions brought on by AI. Drawing from his wealth of experience and his acclaimed books like 'Technology-as-a-Service Playbook' and 'Digital Hesitation,' Thomas provides advice that every executive team should heed - focusing on their big data play to unlock unique value propositions for their customers. Additionally, we also talk about Thomas's podcast, Tectonic, its unique approach to examining technology and services trends, and the equipment he uses to record it. Whether you're a seasoned tech executive, a startup founder, or just interested in the future of SaaS, this episode is a must-listen. Join us for this insightful conversation as we decode the path forward for successful SaaS in these challenging times.

We are back for more fresh ghost stories. Don't leave ghost pictures on your devices. Offering a ghost with bananas. Island ghosts and more. [ratings] http://dts.podtrac.com/redirect.mp3/penanghokkien.com/media/PgHkn-2023-06-12.mp3 Follow me on:

Free Executive Briefing with Thomas LahTSIA World ENVISIONThousands of sales, service, marketing, and training professionals are playing around with and imagining how AI can be used in their jobs and at their company. This episode is a panel discussion from TSIA World INTERACT 2023, which examines:The potentially constructive (and dangerous) uses of AI across the B2B customer lifecycle.How AI should (and should not) be adopted in the short term in sales and service.What the rise of AI might mean for B2B customers and their demands.In this keynote, TSIA President and CEO J.B. Wood led a panel of researchers who shared their thoughts on the current and future states of AI:Kevin Bowers, Director, Field Services Research, TSIAMaria Manning-Chapman, Distinguished VP, Education Services Research, TSIAJack Johnson, VP, Customer Growth and Renewal Research, TSIAJohn Ragsdale, Distinguished Researcher, VP, Technology Ecosystems, TSIAMark Troyan, Sr. Director, Customer Success Research, TSIA

We discussed eating meat and plant-based food. Why do you like or dislike a certain meats or vegetables. [ratings] http://dts.podtrac.com/redirect.mp3/penanghokkien.com/media/PgHkn-2023-02-27.mp3 Follow me on:

In this final segment with Thomas Lah, executive director and executive vice president of TSIA we talk growth levers. In our conversation about his book, Digital Hesitation: Why B2B Companies Aren't Reaching Their Full Potential we dive deep into the variety of levers, setting expectations and how a lever will work for your digital model.

Twenty years ago, software vendors that wanted to sell into an enterprise organization would target the tech team and its leadership. They could develop and distribute whitepapers and product guides, and attend the conferences where technology leaders went to talk shop. Today, everyone is a software buyer. And that requires a radical shift in the way software vendors market their tools, support their customers, and even develop their products. On this episode of the B2B Nation podcast, we're talking to John Ragsdale, Distinguished Researcher, Vice President of Technology Ecosystems at Technology Service Industry Association (TSIA). John and his team spend their time helping enterprise technology companies that are TSIA members evaluate their own business and technology needs. RELATED EPISODE: The Rise of ‘Product' as an Engine for Growth With business buyers now playing such a prominent role in technology purchases, many enterprise software brands find themselves struggling to provide consumer-like experiences in their marketing, customer success, and sales motions. John discusses these challenges and more in our 35-minute conversation. Episode Guide 4:27: What do the technology companies John recommends to TSIA members have in common? 9:15: John identifies an under-valued revenue source for tech brands. 10:31: How business buyers have upended the world of software marketing. 13:22: What are the biggest barriers to providing top-notch customer experience in tech? 18:58: What are the growth opportunities technology companies are not taking advantage of? 24:45: What guidance does John provide to TSIA members that the B2B Nation audience would benefit from hearing? 26:30: Why software vendors have gone sour on customization. 30:50: What is John's favorite tool?

Many B2B companies are struggling to truly innovate their operating models. As a result, leading companies in high-tech, industrial, medical device, and other B2B tech markets are hesitating to take the steps necessary to change how they build and deliver their solutions. They are carrying too much baggage―high labor costs, slow time to customer value, under-responsive sales and services―into a future that won't stand for it. That's true even though the technologies are available to enable the changes NOW. Digital Hesitation is a technology business book that examines why most B2B companies fail to reach the full potential of their digital transformation efforts. The authors join me on Tech Talks Daily to discuss how the book is written from the perspectives of a dozen experts who interact with and advise the world's top technology companies daily. About J.B. Wood J.B. Wood is president and CEO of the Technology & Services Industry Association (TSIA), the leading association for today's technology and services organizations. Through TSIA, Wood advises the world's largest B2B technology companies on strategies to increase growth and profitability by optimizing their services, sales, product, and channel operations. Wood is a best-selling author and frequent industry speaker on the topics of business outcome engineering, X-as-a-Service (XaaS) business models, transformations in the traditional customer-supplier relationship, and TSIA's LAER customer engagement model (Land, Adopt, Expand, and Renew). He has also appeared in such leading publications as Fortune, The New York Times, and The Wall Street Journal. About Thomas E. Lah Thomas Lah is the executive director and executive vice president of the Technology & Services Industry Association (TSIA), the leading association for today's technology and services organizations. For over 20 years, he has been helping some of the world's largest technology. About TISA The Technology & Services Industry Association (TSIA) is the world's leading research organization dedicated to helping technology companies achieve profitable growth and solve their top business challenges. 80% of the Fortune 100 technology companies have a TSIA membership, and executives from these companies look to TSIA for data and guidance that helps them make the right business decisions to ensure success.   

Continuing our journey through the “State of Customer Education” reports that have come out in 2022, we explore TSIA’s report – The State of Education Services: 2022! This year’s report focus on Education as a...