Evolved Radio

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

Today, my guest is Adam Dickinson, whose journey took him from planning a career in medicine, to becoming a Mandarin-speaking intelligence analyst with the FBI for 15 years, covering everything from cyber issues to counterintelligence and even terrorism. In this episode, we dig into what led Adam to the FBI, the unexpected turns in his career, and how pivotal moments—both personal and professional—prompted deeper reflection on identity, growth, and purpose. We discuss how he's translated those experiences into his new chapter as a business owner, and talk about the importance of intuition, critical thinking, and balancing logic with your gut in decision-making. Whether you're grappling with change, rethinking your direction in business, or fascinated by journeys from federal service to entrepreneurship, there's something here for you. So, let's jump right in! -- This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

Today's episode questions whether AI is delivering on all those big promises. There's been a lot of talk in the industry recently—everything from the "doom cycle of AI" to conflicting opinions on what AI is actually capable of right now. Are we in the trough of disillusionment? Are we overselling the tech? Or are we undervaluing the real impact it's having behind the scenes? To help break this down, I'm joined by two great guests: Michael Evers, CEO at Thread and Mark Alayev, co-founder and Chief of Magic at Thread. We dig into real-world examples, why so many AI projects are considered "failures," and how the key to success just might be integrating AI into actual business workflows, rather than just handing people shiny new tools and hoping for the best. We also touch on the future of AI—not just software, but what happens when it starts interacting in real life. Robots, manufacturing, the evolving workforce—you name it. This is a fun, honest conversation about the messy middle we're living through, and where we're headed next with AI. This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

Welcome back to the Evolved Radio Podcast! Today, I've got a really fun and insightful episode lined up for you. Dustin Puryear and I are diving into the "Peter Principle." that all-too-familiar scenario where someone keeps getting promoted for being good at your job, but eventually land in a role where you're suddenly feeling out of your depth. We chat about the common traps people fall into on the career ladder, why owners and managers struggle to let go, and how the difference between delegation, abdication, and micromanagement shapes the success of your team. Plus, we'll dig into practical advice around KPIs (you know I love talking dashboards), the most common mistake managers make when promoting team members, and even some hard-won lessons from the front lines—including what happens when someone has the courage to step down from a role that isn't the right fit. Whether you're thinking about your own career path, building a team, or just love some good management strategy, this episode is packed with practical takeaways you can start using today. Let's jump in!

Today I'm excited to bring you a really insightful conversation with Brian Largent. Brian brings nearly two decades of experience running an MSP that specializes in co-managed IT services, particularly in complex and regulated industries like healthcare and manufacturing. In this episode, Brian and I get into the nitty-gritty of co-managed IT. What it means, why it's not just for large enterprises, and how his team lives and breathes this model for clients, unexpectedly in rural markets.  We dive into the real challenges and opportunities of working alongside internal IT teams, what makes for a successful partnership, and some lessons learned from both our journeys in the MSP space. Whether you're an MSP looking to branch into co-managed services or looking to improve your co-managed offering, you'll get a ton of actionable insights from this conversation. This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

Welcome back to the Evolved Radio Podcast! In today's episode, I'm joined by Anup Ghosh with Threatmate. Anup and I deep dive into one of the MSP industry's hottest—and sometimes most confusing—topics: cybersecurity. But instead of focusing on the aftermath of a security incident (what they call "right of the boom"), we shift the conversation to proactive measures—what it really means to operate "left of the boom." We unpack the concept of security as a utility, discuss how to utilize NIST and CIS frameworks, and explore fear-based selling. This episode is packed with insights that will help you strengthen your security posture before disaster strikes. So listen in to stay ahead of the next big threat. This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

Welcome back to another episdoe of the Evolved Radio Podcast! In this episode, I'm joined by Peter Melby and Ryan Barton with New Charter Technologies.  Sure, AI is everywhere these days, but we cut through the hype to talk about how things actually changed when ChatGPT hit the scene and suddenly put powerful AI tools in the hands of everyone. Ryan shares how that breakthrough moment inspired him to roll up his sleeves and experiment with AI in real business scenarios. Peter talks about why New Charter decided to take a hands-on approach with AI, instead of just waiting around for vendors to figure it out. We talk honestly about what's working, what isn't, and why sometimes you just have to make your own path with new technology. If you want an inside look at how AI is impacting MSPs or you're just curious about what's really possible right now, tune in! We've got practical insights, plenty of candid takes, and even a few laughs along the way. This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

Today on the Evolved Radio Podcast, I'm joined by Paul Green,  the author of "MSP Marketing Start Here," for a deep dive into the world of LinkedIn social marketing. This episode is perfect for MSPs looking to streamline their marketing efforts. Paul shares insights from his book, emphasizing the importance of simplifying marketing strategies and focusing on building long-term relationships through platforms like LinkedIn. He discusses practical steps like creating engaging content, leveraging LinkedIn's unique tools and features, and the power of setting up reliable marketing systems. Todd and Paul also explore the importance of connecting with ideal clients, the impact of video content, and why consistency is key to achieving success in the competitive MSP ecosystem. Use the insights to discover actionable tips that can transform your LinkedIn presence and take your marketing to the next level. Also there is a time limited ester egg at the end of the pod, so listen early and stick around till the end for that bonus. This episode is brought to you by Opsleader Pro. A place for MSP owners and managers to get the systems and tools they need to build a stable and growing MSP. Part group coaching, part peer group, everything you need to run a successful MSP.

Welcome to another insightful episode of the Evolved Radio Podcast! Today, we dig into the timeless wisdom of "The 7 Habits of Highly Effective People." with Andrea Caldwell, VP of Coaching and consulting at Franklin Covey. Celebrating the book's 35th anniversary, Andrea sheds light on why Stephen Covey's principles have stood the test of time, attributing their longevity to the foundational truths they encapsulate. We explore how these habits have shaped our personal and professional lives, emphasizing the significance of paradigms, proactive behavior, and continuous self-renewal. Whether you're familiar with Covey's work or new to these concepts, this episode promises to offer valuable insights into creating a more intentional and effective life. So let's go! This episode is brought to you by Evolved Management Training Courses. Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP Account Management course course, and an IT Documentation Done Right course.

In this episode of the Evolved Radio Podcast, I'm joined by Alex Markov from Strategy Overview. Alex and I continue the rethinking vCIO series.  Alex is a long-time friend of the podcast, appearing in a very early episode of the pod (ERP031).  I had him back to jam on vCIO again. We explore the importance of mature VCIO practices, the integration of AI and automation, and maintaining high standards in client services.  Enjoy the continued conversation in rethinking the vCIO series.

Today on the Evolved Radio Podcast, we continue our series on Rethinking the vCIO role in MSPs. I'm joined by Jim Tarala from VCIO University to discuss the challenges and opportunities of the vCIO role. We'll explore the importance of role clarity, client segmentation, and tips for distinguishing between account managers and vCIOs. Jim shares valuable insights into the need for a strategic approach when targeting different client segments and how MSPs can create value with vCIO services. Listen for more actionable strategies to refine your client interactions and elevate the services you provide. This episode is brought to you by Evolved Management Training Courses. Check out my latest course! MSP Account Management.

On this episode of Evolved Radio, we're continuing our rethinking vCIO series with Adam Walter from Humanize IT. Adam helps give a fresh perspective. Adam has years of experience as a director of security and as a vCIO in the corporate world. He has great insight on what it's like sitting on the other side of the table from a typical MSP.    In this episode, Adam shares a compelling story from his career, highlighting the crucial role of curiosity in client interactions. Whether you're an MSP owner, a vCIO, or someone looking to enhance client relationships, this episode is packed with valuable insights and practical advice to help you rethink your vCIO strategy. This episode is brought to you by Evolved Management Training Courses. Check out my latest course! MSP Account Management.

In today's episode, I'm joined by Alex Farling from Empath. In the last episode, Luis Giraldo and I were talking about vCIO. Alex was listening to the episode and took up my challenge to fight us in the comments. Alex has lots of opinions and experience in the vCIO field, having built one of the leading platforms for vCIO out there. Interestingly, even Alex says he hates the term vCIO and explains why. We also discuss "firing" clients, the critical role of communication in maintaining positive relationships, agendas, and the nuanced roles required in smaller MSPs. This is another episode packed with insights and on the role of account management in the MSP space. So get ready to rethink the vCIO role again with us on the Evolved Radio Podcast! This episode is brought to you by Evolved Management Training Courses. Check out my brand new course - vCIO and Account Management for MSPs   Or my other online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done Right course.

Today, I'm chatting with my old friend Luis Giraldo, Chief Experience Officer at Scalepad. Luis and I are discussing how most of our industry might be doing vCIO all wrong. vCIO has the Critical Objective of creating real client value by delivering services that lead to genuine business outcomes, but many struggle to make this a reality. We discuss why people hate the vCIO title and ideas about what we should call it instead. We discuss some common pitfalls, like focusing too much on tools over processes. Whether you're trying to start or improve your vCIO process, this episode is a must-listen. So let's go. This episode is brought to you by Evolved Management Training Courses. Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done Right course.

Welcome to another episode of Evolved Radio Podcast! Today, we're talking Sales strategies and tactics with my guest, Megan Killion, chief consultant with MKC Agency. We start off by discussing finding strength in adversity. Megan shares her story about an incredibly challenging period in her life and what she learned. This was an unexpected rabbit hole we went down, but it's relevant since business development means getting a lot of "No"s, which can be so uncomfortable for people that they never start. Then Megan shares practical tactics on qualifying leads, understanding client needs, and framing discussions to turn prospects into customers. This episode is packed with useful tactics that you can use immediately to grow your business. So let's go.   This episode is brought to you by Evolved Management Training Courses. Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done Right course.

Welcome to the Evolved Radio Podcast,  In today's episode, I'm joined by industry expert Gerwai Todd CEO of Timezest and Pia. We delve into the transformative role of AI technology in ticket management, highlighting its ability to automate and streamline service desk operations. We chat about the role of dispatcher and how it can be done in different ways in MSPs. We also discuss how AI and RPA tools are not only enhancing efficiency but also creating new career opportunities within MSPs. Join us for an insightful episode that explores how automation and AI are revolutionizing service management, boosting productivity, and reshaping the future of MSPs.   This episode is brought to you by Evolved Management Training Courses. Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done Right course.

Welcome to another episode of Evolved Radio Podcast! Today we have an insightful discussion lined up with cybersecurity expert Wes Spencer. We explore the critical need for governance and how cyber insurance is a catalyst for improved security practices in small businesses. We also touch on the hype cycle in the cybersecurity industry and the need to move beyond a tool-centric focus. We also discuss strategies for protecting our kids in the digital age, from screen time limits to open conversations about social media. Finally, we chat about the influence of private equity in the MSP market and if that is a net negative or positive. Wes is a bright mind in our industry and is also willing to speak honestly and openly. I really enjoyed this conversation, and I'm sure you will, too. Let's dive in. This episode is brought to you by Evolved Management Training Courses. Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done Right course.

In today's episode, my guest Steve Copeland and I are talking about a bunch of nerdy tech stuff, but also some serious business opportunities. We're covering 5G technology and how your MSP could potentially leverage the technology for a differentiated service offering. We chat about the AI and it's impact on the technology space and especially data privacy. We also chat about the cloud and why some companies are opting to on-prem their servers again. Get ready for a fascinating discussion that will leave you thinking about how these advancements will shape our world!   This episode is brought to you by Evolved Management Training Courses. Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done RIght course.

Today I'm speaking with  Kory Kogan VP of content development at Franklin Covey. Kory and I dive deep into the world of project management. Kory shares invaluable insights on the practical skill of managing projects, whether they're official or unofficial. We'll explore how breaking down tasks and setting specific deadlines can reduce risks. The discussion extends to the attributes of successful unofficial project managers, emphasizing that good organizational and people skills can often outweigh technical expertise. Kory provides actionable advice for those managing teams without formal authority, stressing the importance of high trust leadership behaviors such as respect, listening, and accountability. Kory also highlights how everyone is a project manager in some capacity in their life, so I'm sure this episode will be valuable to everyone. Kory is the author of the book Project Management for the unofficial project manager.

Welcome to another exciting episode of the Evolved Radio Podcast! In today's episode I chat with industry veteran Rob Rae CVP @ Pax8. Together, we explore the dynamics of technology conferences, from choosing locations and handling logistics to balancing networking opportunities amidst distractions. Rob shares insights from his experience running the PAX8 Beyond event and delves into the impact of the COVID-19 pandemic on transitioning from live to virtual events and back. The conversation also highlights the ever-changing landscape for managed service providers (MSPs), examining the shift from traditional distribution to a more marketplace-centered model and how this impacts the SMB IT sector. We delve into the evolving consumer behavior, the rise of antisocial selling, and the crucial role of MSPs in navigating cybersecurity and product choices for clients. We also take a deep dive into the potential and pitfalls of AI adoption, urging MSPs to stay proactive and adaptable. Rob offers a cautious yet optimistic take on monetizing AI and emphasizes the importance of consultation and co-managed IT opportunities. Join us as we uncover the future of technology events, the transformative role of AI, and the continuing evolution of the MSP and IT landscape! This episode is brought to you by Evolved Management Training Courses. Online courses specifically crafted for MSP needs. A Service Manager BootCamp course, a project manager for MSPs course, an MSP security fundamentals course, and an IT Documentation Done RIght course.