TECHtonic: Trends in Technology and Services

In this episode of TECHtonic, TSIA’s Executive Director and EVP, Thomas Lah, sits down with Srikrishnan Ganesan, Co-founder and CEO of Rocketlane, to explore how artificial intelligence is reshaping professional services, customer onboarding, and the broader technology landscape.From Salesforce replacing thousands of support roles with AI agents, to Rocketlane’s own AI-powered documentation and project delivery tools, Ganesan shares how the next generation of platforms will help companies not just manage work—but do the work. Together, they discuss:Why onboarding is really a customer’s “second sale.”How AI can shrink service project timelines from months to weeks—while unlocking new revenue opportunities.The blurring lines between professional services, customer success, and product adoption.Why the future of services won’t disappear but will pivot toward business outcomes, value realization, and AI-enabled scale.Tune in for a forward-looking conversation on whether software eats services—or whether AI is creating a bold, new services era.

In this episode of TECHtonic, host Thomas Lah sits down with Shane Luke, VP of Workday AI, to explore how artificial intelligence is reshaping the way businesses manage people and money. From recruiting workflows and talent mobility, to contract intelligence and financial audits, Luke reveals how Workday is embedding AI into its core products to boost productivity, reduce bias, and unlock new levels of efficiency.You’ll hear insights on:Why AI is most powerful when applied to scale-heavy business problems.How Workday designs AI systems with guardrails to minimize bias and protect customer data.The emerging role of AI agents in recruiting, talent development, and contract management.What the future holds for AI-driven reasoning and real-time business process transformation.Whether you’re a tech leader, HR professional, or simply curious about AI, this episode offers a clear look at how enterprise AI is moving from hype to real-world impact.

As AI transforms how knowledge workers operate, the challenge isn’t just adopting new tools—it’s rethinking how we learn, adapt, and thrive. In this episode of TECHtonic, TSIA’s Thomas Lah sits down with Dr. Chris Dede, Senior Research Fellow at the Harvard Graduate School of Education. Together, they explore the profound shifts AI brings to workplace learning, from immersive simulations that measure real-world skills to the importance of adaptive expertise and unlearning outdated mental models. Chris shares insights from decades of research on technology-enabled learning, highlighting why companies rank so low in workforce reskilling, what exemplars are doing differently, and how organizations can avoid “shiny object syndrome” when embracing AI. If you’re a leader navigating the future of work, or a professional rethinking your own skills, this conversation offers essential guidance for succeeding in an AI-enabled world.

In this episode of TECHtonic, TSIA’s Thomas Lah sits down with Ray Meiring, CEO of QorusDocs, to explore how AI is revolutionizing SaaS business models—starting with the “boring,” but high-impact work of proposal automation. They dive into why specialized AI outperforms generic, web-scraped tools, how model-driven workflows can replace outdated content libraries, and why trust is the missing link in adoption.From compressing product development cycles to reshaping pricing strategies, Meiring and Lah uncover the operational, cultural, and strategic shifts that tech leaders must embrace to thrive in an AI-driven world. If you want to learn how AI can eliminate grunt work, boost ROI by 60%+, and force long-overdue process overhauls, this episode is your playbook.

In this episode of TECHtonic, host Thomas Lah is joined by Wendy Wooley, VP of Customer Experience and Strategic Programs at ScienceLogic, to explore how AI is not just transforming products, but fundamentally reshaping how tech companies go to market. Wendy reflects on her 10-year journey at ScienceLogic, the development of the Skyler AI Suite, and how the Agentic AI Autonomic IT Maturity Model is helping customers unlock value faster. Together, they explore what it means to align AI innovation with customer-centric value realization—and why that alignment is no longer optional.Listeners will gain insights into:The evolving expectations of enterprise buyers in the AI eraWhy “first time to value” is now a non-negotiable benchmarkHow to shift from selling features to selling outcomesWhy modern GTM strategies must speak to both the CIO and the CEOIf you're in tech and still leading with features instead of business outcomes, this episode is your wake-up call. Modern buyers demand more—and AI is raising the bar.

In this episode of TECHtonic, TSIA’s Thomas Lah sits down with Kelly Morgan, Chief Customer Officer at Docusign, to unpack how one of the world’s leading digital agreement platforms is thriving with a 100% usage-based pricing model. They explore the shift away from seat-based pricing, how Docusign restructured its customer success strategy, and why blending renewal and adoption roles is paying off. Kelly shares hard earned lessons on value delivery, organizational alignment, and the must have capabilities for customer success account managers in a data-driven, AI-powered world. Whether you're rethinking your pricing model or evolving your customer success playbook, this is the blueprint for sustainability and growth.

In this episode of TECHtonic, TSIA’s Executive Director and EVP Thomas Lah is joined by Chris Albro and Chad O’Connor, co-CROs at People.ai, for a frank and forward-looking conversation about how artificial intelligence is transforming modern sales organizations. With decades of sales leadership experience at companies such as Oracle, Siebel, and Outreach, Chris and Chad bring grounded, practical insight into what they call the "Four Sales Rituals": coaching, account planning, opportunity management, and forecasting. These essential processes are often still run on outdated, manual routines, leaving revenue teams inefficient and reactive. But AI is upending that status quo. From automating CRM data capture to uncovering hidden deal risks and enhancing forecast accuracy, this episode examines how forward-thinking sales teams are leveraging AI to work smarter—and win more.But this isn’t just an efficiency story. It’s about reimagining the role of the sales professional in a world where data and AI augment every decision. The guests explain how AI enables more meaningful customer interactions by freeing reps to focus on strategic, human-driven work, and why clinging to “gut instinct” is becoming a liability. Thomas, Chris, and Chad explore the cultural resistance to AI adoption, the leadership mindsets required to overcome it, and the career-defining opportunities salespeople have if they choose to embrace AI now. Whether you’re a CRO, RevOps leader, or quota-carrying AE, this episode is a must-listen wake-up call for anyone in tech sales today.

In this episode of TECHtonic, TSIA Executive Director Thomas Lah sits down with Micah Remley, CEO of Robin, to unpack one of the most contentious workplace debates of our time: the future of remote, hybrid, and in-office work. With major tech players issuing return-to-office mandates, Micah shares why simply reopening the office doors isn’t enough—and why companies must be intentional about designing a hybrid experience that actually works.From fixing hiring strategies and rethinking office space usage to leveraging real-time data and AI, this conversation dives deep into what makes a flexible work environment truly effective. Micah reveals how Robin has transformed its own workplace, and how companies can avoid the common pitfalls of poorly executed RTO strategies. If you’ve ever asked, “Why am I commuting just to sit on Zoom calls?” this one’s for you.Tune in to learn:Why the real RTO debate is about redefining “hybrid”How intentional design creates vibrant, collaborative officesWhat data can tell you beyond just badge swipesWhy AI will make in-person work even more vitalWhether you're leading a team or rethinking your company’s office strategy, this episode will give you the clarity and tools to make hybrid models succeed.

In this episode of TECHtonic, host Thomas Lah is joined by Jeremy DelleTezze, TSIA’s Senior Vice President of Software Development and Analytics, for a grounded and insightful conversation about deploying AI inside a real enterprise. Lah and DelleTezze discuss the practical challenges TSIA has faced firsthand—deciding whether to build or buy AI capabilities, navigating the myth of the all-powerful AI agent, addressing cultural resistance, and ensuring secure, well-defined data integration. This is not a story of hype, but of hard choices, real trade-offs, and lessons learned on the front lines.Listeners will gain actionable takeaways on how to keep AI efforts focused through clearly scoped use cases, avoid complexity with targeted agents, and fine-tune models for high-value outcomes. DelleTezze also shares how existing teams—with the right mindset—can drive powerful AI transformation without the need of an entirely new skillset. Whether you’re early in your AI journey or refining your current approach, this episode delivers clarity, strategy, and inspiration.

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, Lah 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, Lah 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 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 you need to lead with confidence in times of rapid change.TSIA Intelligence, make smarter, confident decisions instantly with the first AI built exclusively for technology services.Discover the benefits of benchmarking with Performance Optimizer.

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!

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.

In this episode of TECHtonic, host Thomas Lah, sits down with IBM Fellow Bala Rajaraman to explore the revolutionary role of AI in enterprise support services. From IBM’s early AI milestones—beating world chess champion Garry Kasparov in 1997 and winning Jeopardy! in 2011—to today’s cloud-based AI models optimizing business workflows, IBM remains at the forefront of AI innovation.Bala dives deep into how AI is reshaping support organizations, addressing customer experience, cost efficiency, and the evolving role of support engineers. They discuss AI-powered sentiment analysis, predictive insights, self-service solutions, and the growing need for AI-driven operational efficiency. With AI rapidly integrating into every process, businesses must navigate the balance between digital agents and human expertise while ensuring a seamless, high-value support experience.Are you leveraging AI capabilities to redefine support?

The future of customer support is here—AI-powered, intelligent, and proactive. On this episode of TECHtonic, Thomas Lah chats with Krishna Raj Raja, CEO of SupportLogic, about how AI is reshaping support organizations. Krishna shares his story about founding SupportLogic, highlighting the power of AI-driven workflows, ambient intelligence, and predictive analytics in improving customer interactions. They discuss AI’s evolution from rule-based systems to decision intelligence, the role of sentiment analysis in preventing escalations, and the future of AI in enterprise workflows. If you're curious about the real-world impact of AI on customer support and how companies can leverage it for efficiency and growth, this is a conversation you need to hear!

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!

In this episode of TECHtonic, host Thomas Lah sits down with Steve Hallowell and Millie Beetham from ZoomInfo to explore how AI is dramatically altering B2B sales and professional services. From transforming sales teams into data-driven powerhouses to leveraging AI for predictive modeling and customer insights, they dive into the real-world applications reshaping go-to-market strategies. They also tackle the evolving role of professional services, uncovering how AI is streamlining project management, customer engagement, and request for proposal (RFP) responses. Is your sales organization truly data-driven? Tune in for expert insights, actionable strategies, and a candid look at the future of AI in sales and professional services.

In a world where competition is fierce, how do you stand out? On this episode of TECHtonic, host Thomas Lah sits down with Matt Kellso, Owner of Sagebrush Coffee, to explore what it takes to carve out a unique space in an overcrowded industry.Starting from his garage in 2012, Matt has grown Sagebrush Coffee into a beloved brand by leveraging fresh roasting, data-driven operations, and a deep personal connection with coffee producers. From pricing strategies to Blue Ocean thinking, from leveraging technology to understanding the power of storytelling—this episode is packed with insights that any company, whether in tech or coffee, can learn from.How do you create a business that breaks through the noise? Tune in to hear how passion, strategy, and a willingness to pivot can help any company differentiate and thrive.

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.

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!