TECHtonic: Trends in Technology and Services

AI is no longer a distant promise, it’s actively reshaping how work gets done. But the biggest differentiator between companies that thrive and those that fall behind isn’t the technology itself. It’s how leaders guide people through the change.In this episode of TECHtonic, TSIA’s Thomas Lah sits down with 2x best selling author and strategist Alison McCauley to explore what it really takes to move a workforce from fear of replacement to mastery of augmentation. They unpack why early AI gains compound so quickly, how invention, not just efficiency, drives long-term advantage, and why subject matter expertise is more critical than ever in an AI-powered world.The conversation dives into practical realities leaders face today: managing shadow AI, balancing centralized governance with decentralized experimentation, measuring progress beyond ROI, and creating habits that make AI a natural part of daily work. Alison also shares a powerful framework for helping teams break out of “paralysis by possibility” and reimagine what’s newly possible for their business.If you’re a leader wondering how to turn AI from a source of anxiety into a catalyst for growth, this episode offers both clarity and a roadmap.

In the AI era, enterprise technology companies face a hard truth: generic platforms no longer win. Profitable growth now depends on delivering specific business outcomes, and that requires going deeper than ever before.In this episode of TECHtonic, TSIA Executive Director Thomas Lah speaks with Mari Cross, Chief Customer Officer at Infor, to explore how micro-vertical strategies, AI-driven services, and outcome-based solutions are reshaping enterprise software.Mari breaks down what micro verticals really are, and why speaking the customer’s exact language is now table stakes. She shares how Infor invested billions to rebuild its platforms around industry-specific processes, how AI enables faster value realization through packaged use cases, and why “secret sauce” often turns out to be best practice in disguise.The conversation goes deep on:Why AI is forcing a shift from platforms to outcome-based solutionsHow micro vertical expertise transforms sales, implementation, and customer successThe rise of AI-powered service models, and why services are becoming more strategic, not lessHow Infor uses AI to drive adoption, customer health, and proactive engagementWhat enterprise leaders must do to govern AI, scale ROI, and prepare their teams for what’s nextIf you’re navigating AI disruption, rethinking your services model, or wondering how to actually deliver value, not just promise it, this episode is a must-listen.

AI is no longer a technology conversation, it’s an economic reckoning.In this episode of TECHtonic, TSIA’s Thomas Lah is joined by J.B. Wood and George Humphrey to unpack the real-world implications of AI Economics through the headlines shaping enterprise tech right now. From Salesforce’s AI-driven job cuts to Adobe’s competitive pressure, Palantir’s services-led growth, and the collapse of traditional SaaS pricing models, this conversation makes one thing clear: the old rules of technology business models are breaking fast.This isn’t academic theory. It’s a frontline analysis of how AI is reshaping profitability, pricing, org design, customer success, and competitive advantage, right now. The group challenges assumptions around per-user pricing, sales-led growth, and “free” professional services, arguing that outcome-based models, forward-deployed engineers, and value-centric customer engagement are becoming mandatory for survival.If you’re a technology executive wondering how to grow profitably in an AI-first world, or whether your current model will survive the next 24 months, this episode lays out the uncomfortable truths and the strategic shifts you can’t afford to ignore.

B2B enterprises are overwhelmed by complexity, and AI is finally promising the breakthrough they’ve been chasing for years. On this episode of TECHtonic, TSIA Executive Director Thomas Lah sits down with AptEdge CEO Kusal De Silva and co-founder Aakrit Prasad for a direct, no-nonsense look at how AI is transforming the most ignored and most mission-critical function in technology: enterprise support.This conversation doesn’t live in the hype. It goes straight to the real last-mile problem every enterprise faces: AI only works when it understands your environment, your data, and your intent. Raw automation isn’t enough. Context + action is what moves the needle. And when you get that right, AI isn’t just assisting support teams, it’s multiplying engineer productivity, collapsing resolution times, and turning support from a cost obligation into a strategic lever.You’ll hear what’s actually happening inside hyperscale product environments, why “data quality is no longer the excuse”, why deflection metrics are the wrong scoreboard, and how AI-driven pricing and services models are evolving faster than the industry is ready for.If you’re a support leader, a product exec, or anyone trying to stay ahead in the AI era, this episode gives you the language, the insights, and the urgency you need to stay relevant, and stay in the race.

In this power-packed episode of TECHtonic, TSIA Executive Director Thomas Lah speaks to Rajat Shah, Vice President of Services at Tetra Pak, for a rare inside look at one of the world’s most sophisticated industrial service organizations. From delivering 5+ million service hours annually to supporting more than 100,000 pieces of equipment across nearly 200 countries, Tetra Pak is transforming its global service operations with remarkable speed and scale.Rajat shares how Tetra Pak is unlocking ROI through remote support, AI-powered virtual assistants, IoT-driven predictive maintenance, and robotic process automation, all while upskilling a 3,000-person field workforce through modern digital learning models. He reveals what it takes to build customer trust, how AI is capturing tribal knowledge from an aging workforce, and why tomorrow’s service engineers will be more account-integrated and digitally empowered than ever.If you want to understand where service models are heading, and how fast you need to evolve, this episode is your blueprint.

TSIA Executive Director Thomas Lah sits down with Satya Gunampalli, Founder & CEO of G5 InfoTech, to explore how AI is not just enhancing workflows, but fundamentally reshaping the business models of technology companies. From why leadership culture is the #1 factor in successful AI adoption, to how AI agents are transforming software development and customer support, Satya explains where value is being created right now. Together, they unpack the rapid rise of AI-native startups, the future of enterprise services, and what companies must do today to build an AI-first operating model. This is a must-listen for tech executives, service leaders, and innovators navigating the next phase of digital transformation.

In this episode of TECHtonic, host Thomas Lah, Executive Director of TSIA, speaks to Doug Duker, Global Leader of Customer Success at You.com, to unpack what truly sets AI-native startups apart from traditional SaaS companies. Doug shares how You.com evolved from a consumer search product into an enterprise-focused AI platform—emphasizing data security, multi-model agility, hallucination control, and personalized AI training for knowledge workers.Together, they dive into the massive transformation facing today’s businesses: how to close the “last mile” of AI adoption, re-skill workforces, measure ROI, and redefine the role of customer success in an AI-first world. It’s a candid look at how AI-native startups are reshaping what enterprise success means in the digital era.

In this episode of TECHtonic, TSIA’s Executive Director and EVP Thomas Lah sits down with Alex Console, SVP of Global Support Services at Teradata, to explore what it takes to support one of the most complex customer environments in the tech industry. From hybrid deployments and legacy systems to cutting-edge AI integration, Console shares how Teradata is redefining customer support as a strategic driver of value—not just a safety net.Listeners will hear how Console’s team uses telemetry, observability, and AI-driven automation to ensure availability, optimize performance, and deliver measurable customer outcomes. The conversation also dives into structured problem-solving, predictive analytics, and the evolving role of support in the age of AI.Whether you’re reimagining your support operations or driving next-level customer value, this episode is packed with insights to guide your journey.

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!