MSP Chat

Erick and Rich discuss the reasons MSPs need to be implementing AI automation tools and the risk limits they should consider when doing so, as well as concrete strategies for growing profits and exit value by simplifying your tool stack and customer base. Then they’re joined by Pinar Ormeci of Lexful to discuss that company’s ambitious new AI-native system of record for MSPs. And finally, one last thing: A boxing ring TKO in which the “T” stands for toupee rather than technical. Discussed in this episode:Summary of Omdia’s 2026 MSP predictionsLexful Goes God-Mode on AIBoxer loses hairpiece in the ring and blames mother’s shampoo 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 why the channel’s AI maturity is stuck in a three-year rut according to IDC and what MSPs can do about it, plus strategies for converting focus and discipline into accelerated growth. Then they’re joined by the managing director of partner programs for Google Cloud, Phil Larson, for an insider’s take on opportunities for MSPs in cloud and AI. And finally, one last thing: how a real-life Jimmy Neutron produced nuclear fusion in his home lab. Discussed in this episode:AI is a Growing Business Yet Risky Bet for Channel PartnersIDC North America Partner Landscape 2025: Vendor Relations, Cloud Marketplaces, and DistributionIntroducing Google Cloud Partner Network: What partners should knowDallas 12-year-old achieves nuclear fusion after four years of effort 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 Lexful’s ambitions to build the ultimate AI-native data repository for MSPs, as well as proven strategies for updating your managed services prices between renewals. Then they’re joined by M&A expert Abraham Garver of FOCUS Investment Banking for an insider’s take on today’s exit environment for MSPs and the rise of “mega mega” MSPs with nine-figure top lines. And finally, one last thing: A Seattle Seahawks fan who’s even more excited about this weekend’s Super Bowl than Rich because a home team victory will result in his first haircut in over a decade. Discussed in this episode:AI-Native IT Documentation Platform Redefines How MSPs Work, Solving Pain Points and Generating Value in Real TimeMega MSPs Are Old News. Say Hello to the Mega Megas.By Abraham Garver: Unlocking Higher MSP Multiples: How Peer Group M&A Outshines Conference ConnectionsSeahawks fan hasn’t cut his hair since Super Bowl 49 loss, won’t until Seattle wins again 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 the impact that security and AI maturity are having on MSP valuations and three concrete techniques for increasing valuations by increasing EBITDA. Then they’re joined by Michael Assraf, CEO and founder of Flamingo, to explore that company’s unconventional open-source approach to MSP tooling. And finally, one last thing: A data-based look at the most overused buzzwords in email, and a confession by Erick and Rich that they use most of them. Discussed in this episode:Flamingo home page (including links to OpenMSP and OpenFrame)Flamingo’s Unorthodox Plan to Turn MSP Systems of Record into Loss LeadersThe Top 10 Most Overused Email Buzzwords 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 ConnectWise buying zofiQ says about the future of AI automation and tool stacks for MSPs and how to make sales excellence as important a part of your culture as technical excellence. Then they’re joined by two top executives from Thread for an inside look at AI-powered service desk automation from a leading vendor in the field. And finally, one last thing: an incident involving a Waymo in Phoenix that might inspire you to delay your first ride in a self-driving car. Discussed in this episode:ConnectWise To Acquire zofiQ—Bringing AI-Powered Automation to IT Solution ProvidersMSP Chat interview with Lee Silverstone of zofiQA Channelholic article on ThreadWaymo passenger flees after car drives on Phoenix light rail tracks 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 the easily overlooked opportunity for MSPs in AI prep work like implementing infrastructure and how MSPs can prepare themselves operationally to meet rising end user demand for AI services and solutions. Then they’re joined by Dave Sobel of The Business of Tech podcast to discuss his recent acquisition of an MSP community and education resource, and what it says about the current and future needs of smaller MSPs at a time when larger ones are commanding more attention. And finally, one last thing: How deepfake monkeys conquered St. Louis. Discussed in this episode:Ingram Micro’s Crawl, Walk, Run Strategy for Partner AIOmdia: Data centre, AI services and cloud marketplaces to drive partner growth in 2026Gartner Forecasts Worldwide IT Spending to Grow 9.8% in 2026, Exceeding $6 Trillion For the First TimeThe Business of Tech podcastMSP Radio Acquires Small Biz Thoughts and IT Service Provider UniversityA Welcome Investment in the Spirit of MSP CommunityMonkeys are on the loose in St. Louis and AI is complicating efforts to capture them 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 why the rise of AI-native “systems of action” poses a potential threat to the future of PSA solutions, as well as strategies for building an effective, valuation-boosting MSP leadership team. Then they’re joined by Kevin Lancaster, CEO of BetterTracker and Channel Program, for a must-hear conversation about what AI means for the long-term competitiveness of smaller MSPs. And finally, one last thing: a phishing attack involving actual fish, or aquatic creatures anyway. Discussed in this episode:AI “Systems of Action” Have Worrying Implications for PSA VendorsBy Kevin Lancaster: MSPs, the AI $hit is about to get realBy Kevin Lancaster: The 2026 AI Maturity Model for MSPsMicrosoft Discovers MSPs. Again.The Case of the $400,000 Massachusetts Lobster Heist 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 overcoming the gap between employer enthusiasm toward AI and employee mistrust, plus strategies MSPs can use for transitioning from IT provider to business consultant. Then they’re joined by Jason Ulacio of informer to explore the thinking behind Microsoft’s Intune for MSP program and the opportunity that initiative presents MSPs. And finally, one last thing: guess what the Merriam-Webster dictionary’s world of the year for 2025 was. Discussed in this episode:AI’s potential excites executives and investors, but general public remains skeptical, survey saysCEOs to Keep Spending on AI, Despite Spotty ReturnsFathom Insights: Rising AI Use, Rising Calls for ActionHow People Around the World View AIMicrosoft Discovers MSPs. Again.Microsoft Intune Blog: Addressing multi-tenant management challenges for MSPs with Microsoft Intune and partner innovationsMerriam-Webster names ‘slop’ the word of the year 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 MSPs should make of AI-native, venture-funded MSP rollup Shield Technology Partners working side-by-side with OpenAI and hiring a C-level Palantir executive as its new CEO, as well as how and why to design your MSP for exit readiness even if you’re not selling today. Then they’re joined by ConnectWise CEO Manny Rivelo to explore AI’s long-term implications for MSPs and ConnectWise itself. And finally, one last thing: Just in time for holiday gift giving, there’s now drunk raccoon merch. Discussed in this episode:Jim Siders joins Shield Technology Partners as Chief Executive OfficerMerch commemorating drunk Virginia raccoon raises over $250,000 for animal shelterSNL’s drunk raccoon sketchTrashed panda merch 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 strategies for changing endpoint and network management from increasingly commoditized services to profit engines, as well as three strategies for accelerating MSP growth in AI, cloud, and remote productivity. Then they’re joined by Cisco execs Tim Coogan and Elisabeth De Dobbeleer to discuss the new Cisco 360 partner program and the channel analysis behind it. And finally, one last thing: A jail break story about a failed attempt to break IN to a South Carolina prison with a stash of steak, weed, crab legs, cigarettes, and Old Bay. Discussed in this episode:News Flash: Networks and Endpoints Still ExistCisco 360 Partner Program Empowers Partners to Drive Profitability in an AI EraCisco Simplifies Security for Managed Service Providers, Accelerating Their Hybrid Mesh Firewall Deployments and Business GrowthDrone drops crab legs, steak and weed into South Carolina prison: “Folks were planning an early holiday Old Bay crab boil” 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 Veeam’s addition of AI data to its data protection mission and what that says more broadly about challenges and opportunities in security for MSPs, as well as concrete tactics for retaining good clients and filtering out bad ones in 2026. Then they’re joined by Corey Nachreiner of WatchGuard for a conversation about AI in security generally and agentic AI in security specifically, as well as an early look at predictions in security for the new year. And finally, one last thing: a raccoon that got drunk as a skunk in a liquor store. Discussed in this episode:Veeam Data Platform v13 Launches and Redefines the Standard for Cyber Resilience, Advanced Data Protection, Security and Identity Controls, and AI-Powered IntelligenceA New Era for Accelerating Safe AI at Scale: Veeam to Acquire Securiti AI; Unifies Data Resilience with DSPM, Privacy and AI TrustRaccoon goes on drunken rampage in Virginia liquor store and passes out on bathroom floor 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.

Just in time for Thanksgiving, Erick and Rich celebrate 100 episodes of MSP Chat by trading thoughts on the show’s most thought-provoking, headline-grabbing, memory-making conversations. Then, just for fun, they share their favorite “One Last Thing” segments of the podcast in a conversation featuring return appearances by Charizard the Cheeto and Wally the emotional support alligator. Discussed in this episode:Episode 5: Navigating the Managed Services Landscape in the Cloud AgeEpisode 20: Cracking the Code on MSP RelationshipsEpisode 27: Why M&A is Still OK for MSPsEpisode 59: End Game of End GamesEpisode 62: Rough is EnoughEpisode 66: It Takes a Community to Secure an End UserEpisode 71: Don’t Buy VoldemortEpisode 74: No Timmies AllowedEpisode 76: Human to HumanEpisode 77: 75 Days of UptimeEpisode 88: From the Server Room to the BoardroomEpisode 95: Kirk Versus Picard 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.

Or is it caffeine fowl? You decide after listening to Erick and Rich discuss why venture capital funds are flooding into makers of AI software for SMBs and MSPs, plus tips on the most effective ways for MSPs to get lead generation mileage out of brief local speaking opportunities. Then they’re joined by Jennifer Anaya, SVP of global marketing at Ingram Micro, and Cheryl Rang, Ingram’s VP of technology solutions, for back-to-back interviews about the power of community, the opportunity for partners in AI and security, and much more. And finally, one last thing: a story about a parrot in South Korea who resembles humans not only in its ability to speak but in its love for coffee too. Discussed in this episode:Top Down Ventures Announces Release of its Industry-first Research Report: The State of MSP Capital in the Age of AICoffee-stealing parrot captured at South Korean cafeSome 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 the refreshing candor with which ConnectWise acknowledged past mistakes at its IT Nation Connect event and whether or not MSPs will buy into its plans to do better going forward, as well as tips for getting attention and coverage from reporters like Rich. Then they’re joined by Slide co-founders Austin McChord and Michael Fass for an inside look at that company’s next-generation data protection solution for MSPs and, yes, its pending lawsuit with Kaseya. And finally, one last thing: A Düsseldorf museum tour that for just €7 extra comes with an authentically grumpy German guide. Discussed in this episode:MSP Chat Episode 35: Achieving Media MasteryFrom The Business of Tech: Datto Sues Slide: An Exclusive Investigative Report‘I try to make them feel as ignorant as possible’: German museum’s ‘grumpy guide’ is surprise hit 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.

Join Erick and Rich for a whirlwind visit to two tech conferences. First up is Ingram Micro’s ONE show, where they discuss the new definition of distribution in the age of AI as well as tactics for raising rates in response to rising costs without alienating your clients. Then, in a conversation recorded live at ConnectWise’s IT Nation 2025 conference, they bring you a conversation about the future of AI-powered service delivery with Lee Silverstone of service desk automation vendor zofiQ. And finally, one last thing: Forget about the World Series. The winner-take-all contest to watch is the Parallel Parking Championship. Discussed in this episode:zofiQ Takes on the Hyperautomation Big BoysYes, There’s a Parallel Parking Championship, and I Was a ContenderSome 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 the MCP protocol’s underappreciated security risks and how to handle clients at financial risk due to the ongoing federal government shutdown. Then they’re joined by Glenn Mathis, CEO of Integris, to discuss a giant MSP’s strategy for using AI internally, selling it to clients, avoiding commoditization, and more. And finally, one last thing: why haunted car washes are the Halloween thrill ride America’s been waiting for. Discussed in this episode:Security Risks of Agentic AI: A Model Context Protocol (MCP) IntroductionSecuring the Agentic AI Control Plane: Announcing the MCP Security Resource CenterSome 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 whether or not we’re in an AI bubble and how much MSPs should be worried if we are, before exploring strategies for increasing profitability and client retention by selling outcomes instead of tools. Then they’re joined by the co-founders of Titan, a venture capital-backed A.I. software company/MSP rollup that’s building something totally new in the history of managed services. And finally, one last thing: Beware the surf-jacking otter of Santa Cruz, Calif. Discussed in this episode:Are we in an AI bubble?Move Over, Private Equity. Venture Capital is Investing in MSPs Too.Shield Technology Partners Is Building Something Totally New in Managed ServicesSurfboard-stealing otter attacks resume at California beach 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 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.