MSP Chat

Erick and Rich discuss the opportunity in cybersecurity for MSPs and the skills gap contributing to it, plus three strategies for coping with competition, client budget constraints, and profitability pressures. Then they moderate a panel discussion on operational excellence recorded live and onstage during the recent Kaseya DattoCon event in Miami. And finally, one last thing: why Cypress has as many cats as people. Discussed in this episode:Forrester Research: Global Cybersecurity Spending To Exceed $300B By 2029CompTIA: State of Cybersecurity 2025Cyprus has a cat problem: One feline for every resident Some guests on this podcast are clients of Channel Mastered. Compensation plays no part in their appearance or the content of the discussion unless the episode they appear on is a “bonus episode” explicitly labeled as sponsored.

Erick and Rich discuss what Kaseya buying INKY says about the strategies stand-alone security vendors must embrace to remain competitive in the future, and why stand-alone MSPs competing with rollups should employ those strategies too. Then they’re joined by legendary MSP guru and Kaseya Chief Community Officer Gary Pica for an insightful exploration of the past, present, and future of managed services. And finally, one last thing: why the only bad time to in a Nobel Prize is in the middle of a digital detox. Discussed in this episode:Kaseya Acquires Leading AI-Powered Email Security Provider INKYNobel committee unable to reach prize winner who is ‘living his best life’ hiking off grid Some guests on this podcast are clients of Channel Mastered. Compensation plays no part in their appearance or the content of the discussion unless the episode they appear on is a “bonus episode” explicitly labeled as sponsored.

Erick and Rich talk about some flaws in that now famous MIT study suggesting that 95% of AI pilots end in failure, as well as three techniques for setting the right AI expectations with your clients. Then they're joined by TD SYNNEX executives Ed Morales and Tracy Holtz for wide-ranging conversations about AI and cloud computing recorded live at the recent TD SYNNEX Inspire conference. And finally, one last thing: who police in San Bruno, California gave the ticket to when a self-driving car made an illegal turn. Discussed in this episode:MIT report: 95% of generative AI pilots at companies are failingMusic by Ed MoralesCalifornia police pull over a self-driving Waymo for an illegal U-turn, but they can’t ticket Some guests on this podcast are clients of Channel Mastered. Compensation plays no part in their appearance or the content of the discussion unless the episode they appear on is a “bonus episode” explicitly labeled as sponsored.

Erick and Rich discuss Microsoft’s newfound interest in SMBs and their MSP partners as a source of cloud growth, plus three tips for avoiding client onboarding chaos. Then Rich is joined by Michael George and Dee Zepf of Syncro for a conversation about Microsoft’s large and expanding role in the world of SMB technology and what it means both for managed service providers and vendors like Syncro. And finally, one last thing: proof from a BBC nature documentary that dolphins like getting stoned as much as humans do. Discussed in this episode:Microsoft blog post: Addressing multi-tenant management challenges for MSPs with Microsoft Intune and partner innovationsDolphins ‘deliberately get high’ on puffer fish nerve toxins by carefully chewing and passing them around Some guests on this podcast are clients of Channel Mastered. Compensation plays no part in their appearance or the content of the discussion unless the episode they appear on is a “bonus episode” explicitly labeled as sponsored.

Erick and Rich discuss Syncro CEO Michael George’s take on why Microsoft is destined to dominate the managed services landscape and what that means for MSPs and vendors alike, as well as techniques for protecting your clients from deepfake phishing attacks and other AI-powered cyberthreats. Then Rich is joined by Art Gross, CEO of Breach Secure Now, to discuss his new book, From Prompt to Profit: The MSP Playbook for AI-Driven Client Success. And finally, one last thing: A new AI-based podcast service that spells certain doom for Erick, Rich, and MSP Chat. Discussed in this episode:From Prompt to Profit: The MSP Playbook for AI-Driven Client Success5,000 Podcasts. 3,000 Episodes a Week. $1 Cost Per Episode — Behind an AI Start Up’s Plan Some guests on this podcast are clients of Channel Mastered. Compensation plays no part in their appearance or the content of the discussion unless the episode they appear on is a “bonus episode” explicitly labeled as sponsored.

Erick and Rich discuss DarcyIQ and Titan, two companies whose rapid progress in AI for managed services underscores why MSPs need to take AI seriously ASAP, plus three tips for scaling your business without adding headcount. Then they’re joined by Arlin Sorensen of ConnectWise to discuss why MSPs need to think now about the legacy they’ll eventually leave behind, and start planning for that someday today. And finally, one last thing: a few easy ways to become a Guinness World Records holder. Discussed in this episode:General Catalyst’s Latest AI Bet Is in ITNew AI Platform DarcyIQ Automates Deal Flow and Accelerates Win Rates for B2B Services CompaniesIT Nation Evolve peer groupsSignup form for Arlin’s private daily morning email list that covers faith, family, and businessFor information on Arlin’s success to significance peer groups and legacy planning, email arlin@arlinsorensen.comGuinness World Records turns 70 - and highlights some unclaimed records

Erick and Rich talk about the growing need for virtual Chief AI Officers and what it means for an MSP to be one, plus tips on selling cybersecurity services without actually selling. Then they’re joined by Joel Abramson and Mark Scott of Top Down Ventures for a venture capital investor’s take on today’s managed services market. And finally, one last thing: the gritty tale of a woman who spent three weeks digging in the dirt for an engagement ring diamond, and found one. Discussed in this episode:The Challenges to Ensuring Information Is Secure, Compliant and Ready for AI, a report by OpenText and Ponemon InstituteTop Down VenturesThe Top Down LinkedIn NewsletterTop Down Horizons eventA New York woman dug for 3 weeks to find her own engagement ring diamond

Erick and Rich discuss the present-day opportunity for MSPs in cloud FinOps and the emerging need for AI FinOps, plus some proven advice for managing service desk capacity for maximum efficiency and minimum employee churn. Then Rich is joined by Kaseya CEO Rania Succar for an in-depth look at her thoughts on AI solutions for SMBs, MCP interfaces, community, culture, and more. And finally, one last thing: the munchies doom loop of eating THC-laden pizza at a pizzeria. Discussed in this episode:Kaseya Wants to Sell AI Through MSPs As Well As To ThemPizzeria mishap left at least 85 people intoxicated with THC after infused oil used for dough

Erick and Rich discuss the multiple issues (and yes, AI is one of them) leading more MSPs to consider joining forces with a rollup rather than go it alone, plus three criteria MSPs should apply when evaluating vendor partner programs. Then they’re joined by Canalys analyst Jay McBain for an insight-packed look at the massive opportunity for MSPs in AI, and why getting in on it early is so important. And finally, one last thing: Why you should probably do a little research online before agreeing to meet with a diplomat from Westarctica. Discussed in this episode:The New Rules of Partner Programs are Still TBD10 Tips for Modern MSPs to Evaluate Vendor Channel ProgramsMan posed as an ambassador and ran a fake embassy, Indian police say

Erick and Rich discuss early examples of how MSPs are re-tooling their workforce for the age of agentic AI as well as effective, empathetic techniques for addressing underperforming staff members. Then they’re joined by Chris Black, technical advisor at Xurrent, for a look at that company’s “right of observability” product strategy, and what it says about evolving MSP tool requirements as they grow and mature. And finally, one last thing: An opportunity for friends of a Danish zoo to show their support by feeding their pets to a lynx. Discussed in this episode:Building the Workforce of the AI FutureHow a “People Company” is Going AIThere’s No ServiceNow for MSPs. Xurrent Aims to Close That Gap.A zoo in Denmark asked patrons to donate their pets. Not as attractions, but for food

Erick and Rich discuss why LLMs, chatbots, and MCP could combine to revolutionize the way technicians interact with RMM, PSA, and other line-of-business systems, as well as how delivering business resilience rather mere uptime can be a ticket to sticky, profitable client relationships. Then they’re joined by Ryan Morris, who serves MSP Chat parent company Channel Mastered as chief channel program strategist, for an insightful expert look at why and how partner programs are changing in response to a newly complex channel ecosystem. And finally, one last thing we can summarize in three simple words: Radioactive. Wasp. Nest.  Discussed in this episode:Is Your Next Help Desk Tech Named Claude?Slide is Living in the MCP FutureRadioactive wasp nest found at site where US once made nuclear bombs

Live and side by side at GTIA’s ChannelCon event in Nashville, Erick and Rich discuss Pax8’s bold plan to re-invent marketplaces for the agentic AI era, and a roadmap MSPs can use to get started in AI services before it’s too late. Then they’re joined by back-to-back interview guests—Will Brooks from UKON and Eric Altamura from SPECTRA—to explore two of several emerging models for turning cyber insurance from a stressful headache into value-adding risk management conversation. And finally, one last thing: Chuck E. Cheese has been busted for credit card fraud. Discussed in this episode:UKON Announces Strategic Partnerships with Cork, CreditPulse, Blackpoint Cyber, and SeedPodSpectra Releases Certification of Resilience for MSPs; Launches Advisory Board‘Come with me, Chuck E’: Florida police arrest mascot for credit card fraud as children look on

Erick and Rich discuss the pros and cons for MSPs of placing bets on today’s emerging crop of startup AI automation vendors and the best practice roadmap for helping clients make AI-driven business model shifts. Then they’re joined by Juan Fernandez, founder of MSP Owners Group, to discuss that recently launched company’s unique, private equity-free approach to building a PE-style MSP platform. And finally, one last thing: the seething mass of giant, hairy spiders that customs inspectors in Germany recently found in a container supposedly full of chocolate cake. Discussed in this episode:AI-Native Approaches to AI-Era Managed ServicesInfiltrateIQ’s AI to Z Approach to Pen TestingThere are Riches in Niches in AI for MSPsMSP Owners GroupRoughly 1,500 tarantulas found stuffed in boxes meant for chocolate cake

Wondering about the future of managed services? Erick and Rich (who’s back after a multi-week absence) explain why new research from Barracuda suggests offering consultative security and AI services to midsize businesses is a big part of the answer. Then they share three specific tips for cross-selling and upselling services like that to your existing client base, before getting a big-picture perspective on AI, security, and more from Mike DePalma, vice president of business development at OpenText. And finally, one last thing: laboratory proof that when it isn’t furiously hallucinating, AI can successfully complete gallbladder surgery all by itself. Discussed in this episode:73% of Organizations With up to 2,000 Employees Rely on MSPs to Manage the Security Challenges of GrowthAI-Enabled Robot Performs Gallbladder Surgery

This week, Erick flies solo and dives into the newly released 2025 MSP 501 rankings from Channel Futures—the industry’s gold standard for identifying top-performing managed service providers. He breaks down why this data-driven list matters, how it boosts credibility, attracts vendors, and fuels internal momentum, and highlights the top trends driving this year’s winners—like AI adoption, security-first service models, and compliance-driven growth. Next, he explains why the time is now to update your LinkedIn profile. Then, Erick shares insights from his on-site interview with Bill Brandel, EVP and President, North America at Ingram Micro, recorded live at the Trust X Alliance Unplugged 2025 event in Philadelphia, where “connection” was the theme of the day. And finally, one last thing: Sewer Gators are real—and they’re living their best lives underground in Florida. Discussed in this episode:Why the MSP 501 matters (even if you didn’t make the list)Ingram Micro TrustX Alliance Unplugged 2025One Last Thing: Florida’s not-so-mythical alligator in the sewer system

A staggering 16 billion credentials linked to major services—Apple, Facebook, Google, and more—have just been confirmed leaked and Erick explores the grim reality and potential aftermath, and what it means for MSPs, as well as the types of AI services MSPs can deliver to their customers to increase their strategic value to them as well as their recurring revenue. Then, Erick is joined by Pax8’s Chief Product Officer, Libby McIlhaney, at Pax8 Beyond 25, for a look at AI’s impact and opportunity for Pax8 and its partners. Discussed in this episode:16 Billion Apple, Facebook, Google And Other Passwords LeakedPax8 Beyond 2025 Day 1 RecapStanley Cup damaged as the Florida Panthers celebrate a second straight championship

Fresh from the floor at Pax8 Beyond 25, Erick and Rich break down one of the event’s biggest announcements: the launch of PAX8’s new Integrations Hub and what it reveals about the evolving role of distribution, marketplaces, and the push for vendor interoperability in the cloud-first era; and how MSPs are using AI to write RFPs, win funding, and transform their client relationships.Then Erick is joined by Nerdio CRO Joseph Landes on the floor at Pax8 Beyond 25 for a wide-ranging discussion on best practices for building a profitable Microsoft Cloud practice, what’s next for Nerdio partners, and why automation is key to solving the MSP talent gap.Discussed in this episode:Pax8’s Integrations Hub: Marketplace Stickiness via AutomationNerdio’s AI-Powered Cloud Management Platform

Speaking just after this week’s ConnectWise IT Nation Secure event, Erick and Rich discuss the simplified new ConnectWise Pro subscription plan and best practices for optimizing your client agreements before an exit. Then they’re joined by John Pagliuca, president and CEO of N-able, and Mike Adler, N-able’s chief technology and product officer, for a discussion about why N-able believes MSPs should invest in XDR and MDR solutions rather than SIEM systems of the kind recently introduced by ConnectWise and Kaseya. And finally, one last thing: A woman in Australia who did 7,079 pull-ups in 24 hours.  Discussed in this episode:ConnectWise Launches PSA Powered by Asio and ConnectWise Pro at IT Nation Secure 2025Australian woman completes 7,079 pull-ups in 24 hours

Erick and Rich ponder the tradeoffs of using an all-inclusive managed services platform versus going with best of breed as well as techniques for migrating managed service clients to a standardized services stack. Then they’re joined by Yoav Susz, general manager for the U.S. at Atera, to discuss Atera Autopilot, a fully autonomous AI-powered help desk tool now in general availability. And finally, one last thing: a look at Internet Roadtrip, the world’s slowest massive multiplayer online game. Discussed in this episode:In Defense of SeamsAtera Autopilot is (Almost Eerily) LiveThousands of people have embarked on a virtual road trip via Google Street View

Erick and Rich discuss why vendors are introducing partner loyalty programs and how MSPs can cement their position as trusted advisors while locking in revenue by aligning IT budget discussions with a client’s financial planning cycles. Then they’re joined by Jessica McDowell, TD SYNNEX’s senior vice president of North American marketing and digital customer success, for a conversation about AI, community, marketplaces, and the changing relationship between partners and distributors. And finally, one last thing: a look at LegoGPT, the AI killer app we’ve all been waiting for. Discussed in this episode:TD SYNNEX Brings B2C Rewards to B2B RelationshipsTD SYNNEX Partner Loyalty programTD SYNNEX PartnerLINK programLegoGPT is here to make your blocky dreams come true