TECHtonic: Trends in Technology and Services

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.

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 of TECHtonic, Thomas Lah chats with Justin Cawood about the complex journey of integrating AI into the operations of a large technology services provider. Together, they explore the evolution of Managed Services platforms, the initial business case for AI, and the transformative impact of AI on service delivery and customer value propositions. Additionally, Justin shares the challenges and triumphs of deploying AI from the customer perspective and helping customers realize the value of their enhanced experiences—even while preemptively addressing service issues. With a lively discussion on the ever-changing nature of AI-driven operations and the critical role of a team approach in evaluating and implementing AI solutions, this episode isn’t just about technology; it's about the future of service delivery, and the strategic advantage that AI can provide to companies seeking to stay competitive in the marketplace.

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

Jillian Alexander, Global Vice President of Learning Services at OpenText, guides Thomas Lah through the significant impact of a straightforward, manageable, and focused AI deployment strategy, which leads to strong ROI benefits that simply cannot be ignored.A few key topics that Thomas and Jillian discuss include:The core AI capabilities that OpenText has leveraged for content development.The clear and less obvious benefits of being an early AI adopter.Which KPIs to focus on if you want to demonstrate to senior leadership that there is no ambiguity in the ROI of your AI deployment.At the end of the day, there's a linchpin throughout the conversation that might be the most overlooked piece to build a successful AI strategy. This episode is truly focused on the essential AI stepping stones necessary for everyone, regardless of how far along the AI deployment path you are.

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!

Dive deep into the dynamic world of technology channel partners with TECHtonic's host, Thomas Lah, and Jay McBain, Chief Analyst of Channels, Partnerships & Ecosystems at Canalys.During this conversation, Thomas and Jay explore the evolving role of channel partners in technology business models, particularly in the context of 'as-a-service' offerings. They focus on key points such as:The shift from traditional transactions to non-transactional moments, emphasizing the partner's lifetime value in subscription models.The critical role partners play in the 'as-a-service' landscape, adapting to changing buyer demographics.The essential nature of managed services in the 'as-a-service' model, with the linchpin being continuous customer support and success.How transparent data sharing between partners and providers fosters stronger trust and collaborations for improved customer outcomes.Tune in to understand the breadth of the expanding landscape of the technology business channel, with actionable insights vital to your ecosystem's success.Research Report: The Real State of Profitable SaaS - Abriged

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.

In this episode, host Thomas Lah interviews Rashellee Herrera, founder and president at CPA firm RNB Capital, who focuses on helping CEOs optimize the financial performance of their SaaS businesses. She provides an expert take on today’s SaaS environment, what SaaS companies can do to protect cash flow, and the common mistakes that many SaaS companies make.Rashellee and Thomas discuss financial health metrics for SaaS businesses, as well as:Financial and business connections that executive teams must understandThe top practices that profitable companies are implementing todayAreas of risk assessment that CFOs may not be looking atThe current economic environment for SaaS companies

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

Today on TECHtonic, we dive into the role of customer success in a profitable software business model with Mike Flannagan, corporate vice president of global customer success at Microsoft.Mike and host Thomas Lah discuss what customer success entails today and how organizations can get it right, answering questions such as:How has customer success changed over the past few years?How can companies leverage data and analytics in terms of helping customers achieve business objectives?What is the role of AI in delivering customer success?What does the digital experience look like for larger, more complex customers?What should somebody newer to customer success or customer success leadership be thinking about?

Today’s tech companies are struggling with the question of how to maintain corporate culture in a world where the workforce is rapidly evolving. But how do we define culture, and what are its effects? This week, we tackle the tricky topic of corporate culture with Culture Partners’ Chief Scientist of Workplace Culture, Jessica Kriegel, discussing such critical topics as:What defines company cultureHow culture drives resultsElements of a strong or weak corporate cultureWhat virtual work means for cultureHow leaders drive company cultureManaging a multi-generational workforce Catch Jessica at TSIA World ENVISION this October 16-18! Her keynote will demystify corporate culture, providing attendees with an inspired perspective on achievable culture transformation and four actionable steps for cultivating an intentional culture that strengthens business strategy and performance.

Shally Stanley, SVP of Global Delivery at Salesforce, joins us on TECHtonic to discuss the future of the professional services function within technology providers. In this episode, we cover topics such as:How companies are breaking down silos between professional services, customer success, and supportKPIs and future metrics for success in professional servicesHow companies are pricing and packaging professional services offersThe impact of AI and data on consulting and professional servicesThe market’s current demand for customized offers