Business of Tech: Daily 10-Minute IT Services Insights

Dave Sobel welcomes back Jay McBain, the chief analyst for channels, partnerships, and ecosystems at Canalys. The discussion centers around the evolving landscape of artificial intelligence (AI) and its implications for businesses, particularly in the context of data management and device sales. With a staggering 85% of the world's business data still residing on-premises, the conversation highlights the necessity for companies to adapt their strategies for training and tuning large language models without relying solely on public cloud solutions.

Jay shares insights from recent Canalys research, predicting that the generative AI services market will grow to $158 billion by 2027, with a compound annual growth rate (CAGR) of 59%. He emphasizes the importance of on-device execution of AI models at the edge, which will create significant opportunities for partner services, outpacing device growth in sectors like smartphones and PCs. The discussion also touches on the rapid growth of servers and related services, driven by the need to train and tune AI models with business data, indicating a robust future for intelligent edge solutions.

As the conversation progresses, Jay outlines a four-stage framework for how businesses can effectively leverage AI. The first stage involves initial conversations about AI's potential impact across various business functions, primarily led by system integrators. The second stage focuses on the enhancement of existing SaaS products with AI features, while the third stage emphasizes the importance of data management and preparation for training AI models. Finally, the fourth stage addresses the infrastructure needed to support these advancements, including the growth of servers and networking solutions.

The episode concludes with a thought-provoking discussion on the implications of AI for small and mid-sized businesses. Jay argues that while larger enterprises may initially adopt AI technologies, smaller organizations have the agility to leverage these advancements without the burden of extensive legacy systems. This creates a unique opportunity for smaller firms to enhance customer service and operational efficiency through AI-driven solutions. The conversation underscores the need for businesses to rethink their strategies in light of these technological advancements, as the landscape continues to evolve rapidly.

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Slack is enhancing user workflows by integrating AI agents from various partners, including Salesforce and Asana, to streamline tasks and improve productivity. However, user adoption remains a challenge as many are still hesitant about AI in the workplace. T-Mobile's collaboration with OpenAI aims to create a new AI-powered customer service platform, IntentCX, which will analyze call transcripts to enhance customer interactions. Meanwhile, Adobe is set to launch a new video model for its Firefly AI platform, allowing users to create short videos on demand.

The episode also highlights LinkedIn's controversial decision to opt users into training generative AI models using their data without prior consent, raising concerns about data privacy and trust. While users can opt out, this policy does not affect data already used for training. LinkedIn claims to employ privacy-enhancing technologies to protect personal data, but the move has drawn scrutiny, especially following similar practices by Meta. Sobel emphasizes the importance of ethical AI integration and the need for providers to help clients navigate these new tools while addressing growing concerns about data privacy.

As the tech landscape evolves, host Dave Sobel discusses the upcoming rollout of Windows 11 version 24H2, which is set to begin in October 2024. This minor update includes performance improvements, particularly for AMD-based PCs, but comes at a time when Windows 10 is approaching its end of support date. With a significant portion of users still on Windows 10, the implications for security and the potential for cyber attacks are critical. Sobel urges IT service providers to prepare for the transition by assessing client systems for upgrade readiness and ensuring compatibility with the new operating system.

Finally, the episode delves into Apple's recent move into healthcare, transforming AirPods Pro 2 into hearing aids through a software update. This development follows regulatory changes that opened the market for over-the-counter hearing aids, allowing tech companies to innovate in a space previously dominated by a few firms. Sobel also discusses the transformative potential of AI in IT support, emphasizing the need for strategic implementation that enhances efficiency while maintaining human oversight. The episode concludes with a call for a balanced approach to innovation, ensuring that new technologies are adopted thoughtfully and responsibly.

Three things to know today

00:00 As Slack, T-Mobile, and Adobe Launch AI Agents, LinkedIn's Data Practices Highlight Growing Trust Issues

04:41 Windows 11 Version 24H2 Rolls Out Amid Looming Windows 10 End-of-Support Deadline: Security Challenges Ahead

06:34 Apple's Healthcare Move, AI in IT Support, and Next-Gen Reasoning Models: Balancing Innovation with Strategic Caution

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The episode opens with a report on a series of explosions involving handheld pagers in Lebanon and Syria, which injured multiple individuals, including members of Hezbollah. This incident is believed to be a sophisticated attack attributed to Israel, highlighting the ongoing tensions in the region. Sobel also covers a new covert attack method, PIX-L, which can exploit air-gapped networks using sound waves, emphasizing the need for organizations to bolster their defenses against such unconventional threats.

The episode shifts focus to cybersecurity measures being implemented in the U.S. ahead of the presidential election. The Cybersecurity and Infrastructure Security Agency (CISA) has released new checklists aimed at enhancing the security of election systems, recommending practices such as multi-factor authentication and encrypted backups. Additionally, Sobel discusses the rollout of the Cybersecurity Maturity Model Certification (CMMC) by the Pentagon, which aims to improve the protection of controlled unclassified information (CUI) among contractors. This phased rollout is expected to take three years and underscores the importance of cybersecurity in the defense sector.

Sobel then delves into the regulatory landscape surrounding artificial intelligence, particularly in California, where Governor Gavin Newsom is considering the implications of AI Bill SB 1047. This bill seeks to hold AI vendors accountable and prevent AI-related disasters. While Newsom has signed several other AI-related bills into law, he remains cautious about the potential impact of SB 1047 on the industry. The episode also highlights an upcoming global AI safety summit hosted by the Biden administration, aimed at fostering international cooperation on AI development and addressing concerns about generative AI.

Finally, the episode addresses Intel's ongoing challenges in the semiconductor market, including its decision to separate its foundry business into an independent subsidiary to attract external capital. Sobel discusses Intel's recent partnership with Amazon to develop an AI fabric chip and the significant funding it has received under the CHIPS Act. However, the company faces setbacks, such as losing a major contract to AMD for the PlayStation 6 chip, which could have generated substantial revenue. Sobel emphasizes the fragility of Intel's turnaround efforts and the importance of securing key clients to ensure future growth in a competitive landscape.

Three things to know today

00:00 Rogue Pagers, Pixhell Exploits, and CMMC Rollout

04:41 Governor Newsom Signs AI Regulations on Deepfakes and Political Ads, While SB 1047 Awaits Final Decision

07:23 Intel’s Foundry Gamble: Balancing External Capital and Contract Losses to Drive Semiconductor Growth

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We start with Amazon's announcement that it will require corporate employees to return to the office five days a week by January 2025. This decision, articulated by CEO Andy Jassy, aims to enhance in-person collaboration and strengthen company culture. However, it comes alongside plans to reduce middle management by increasing the ratio of individual contributors to managers, raising concerns about potential employee turnover and the impact on productivity and satisfaction.

Host Dave Sobel also highlights Microsoft's recent enhancements to its Microsoft 365 CoPilot, which now includes the ability to create autonomous AI agents for workflows and improved collaboration features. The integration of the advanced GPT-4.0 model is expected to streamline tasks across various departments, potentially reducing manual workloads. Additionally, Microsoft has launched Office LTSC 2024, aimed at commercial and government customers needing long-term support, which includes new functionalities and security updates.

The episode further delves into CrowdStrike's challenges, as former employees report a culture prioritizing speed over quality, which contributed to a significant software outage in July 2024. Despite the company's commitment to quality control, the rising technical errors raise questions about its operational practices. In response, CrowdStrike has expanded partnerships with Cohesity and 1Password to enhance cybersecurity solutions, indicating a shift towards improving threat detection and response capabilities.

Finally, Sobel discusses the growing role of AI in customer service, with Salesforce launching AgentForce to automate customer interactions and Jabra introducing ClearSpeech to enhance audio quality in contact centers. These developments reflect a broader trend of businesses embracing AI-driven efficiency while balancing the need for human support in complex customer interactions. The episode concludes with a call for accountability among software vendors to ensure quality and reliability in their services.

Four things to know today

00:00 Amazon to Require Full Return to Office by 2025, Tightens Workforce with Cuts to Middle Management

04:11 Microsoft Enhances 365 Copilot with Autonomous Agents, GPT-4o Integration, and New Collaboration Features

06:12 Ex-CrowdStrike Employees Cite Culture of Speed Over Quality Leading to Major July 2024 Outage

07:59 Salesforce’s Agentforce and Jabra’s ClearSpeech Showcase Growing Role of AI in Customer Service Automation

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Dave Sobel discusses the evolving landscape of managed service providers (MSPs) and the increasing importance of cybersecurity and compliance. With a significant number of Chief Information Security Officers (CISOs) anticipating budget increases for the upcoming year, the focus is shifting towards treating cybersecurity as a business decision. Forrester's report emphasizes the need for investments in API and software supply chain security, as well as human risk management, highlighting the critical role these elements play in maintaining operational resilience and supporting revenue growth.

Sobel also highlights a recent report indicating that 71% of organizations plan to boost their IT budgets, particularly for Secure Access Service Edge (SASE) solutions. Despite facing infrastructure challenges and a skills gap, many organizations are looking to outsource SASE management, with a notable reliance on external providers. The episode further discusses Oracle's impressive Q1 earnings report, which showcased a 45% surge in cloud infrastructure revenue and a partnership with Amazon Web Services, indicating a strong market position and growth potential.

The conversation then shifts to the emergence of next-gen MSPs, which are leveraging innovative client acquisition strategies and advanced technologies to differentiate themselves in a competitive market. These MSPs are focusing on AI and managed compliance services, fostering deeper collaborations with vendors to enhance their service offerings. Sobel underscores the necessity for traditional MSPs to adapt by embracing new technologies and engaging in co-selling partnerships to remain relevant in an evolving landscape.

Finally, the episode touches on significant developments in health technology, including Apple's recent FDA approvals for their AirPods Pro 2 and Apple Watch, which now feature capabilities for hearing assistance and sleep apnea detection. Additionally, Sobel provides an update on Microsoft's recent security event, which highlighted the need for improved collaboration among security vendors but ultimately resulted in a lack of concrete actions. The episode concludes with a reminder of the ongoing challenges in the cybersecurity space and the importance of proactive measures for MSPs to address these risks effectively.

Three things to know today

00:00 NextGen MSPs Leverage AI and Compliance Services to Stay Competitive, as CISOs Boost Cybersecurity Spending for 2025

04:44 OpenAI Surpasses 11 Million Subscribers as o1-Preview Models Highlight Growing Divide in AI Use Cases for MSPs

07:53 Apple Secures FDA Approvals for Health Tech While Microsoft Security Event Highlights Need for Better Collaboration

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In this bonus episode of The Business of Tech podcast, Brett Leatherman, a senior executive with the FBI, provides insights into the current cybersecurity landscape from a law enforcement perspective. Leatherman highlights the ongoing threat of ransomware targeting businesses, particularly in critical sectors like healthcare and energy. He emphasizes the importance of imposing costs on cybercriminals while also offering substantial assistance to victims of cybercrime.

The FBI's success in pushing back against cybercriminals is attributed to their strategic approach of imposing costs on malicious actors while providing assistance to victims. Leatherman discusses a recent operation against the LockBit ransomware group, showcasing the FBI's efforts to disrupt cybercriminal infrastructure and assist affected businesses in decrypting data. By collaborating with international partners and conducting technical operations, the FBI aims to deter cyber adversaries and bring them to justice.

Leatherman delves into the process of engaging with the FBI during a cybersecurity incident, emphasizing the importance of establishing a relationship with the local field office before a breach occurs. He outlines the steps MSPs can take before, during, and after a breach, including contacting the FBI, preserving evidence, and collaborating with law enforcement. By sharing insights on contentious information, legal considerations, and post-incident procedures, Leatherman provides valuable guidance for organizations navigating cybersecurity incidents.

As cyber threats evolve, Leatherman highlights emerging technologies like artificial intelligence being leveraged by state actors for disinformation campaigns. He underscores the significance of maintaining strong cyber hygiene practices, such as implementing multi-factor authentication, patch management, and software inventory management. By focusing on the basics of cybersecurity and engaging with law enforcement proactively, organizations can enhance their defenses and mitigate the risk of cyberattacks. Leatherman concludes by emphasizing the FBI's role in assisting businesses and encouraging listeners to establish a partnership with their local FBI field office for cybersecurity support.

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Host Dave Sobel dives into the evolving landscape of cloud pricing and AI models, highlighting the significant shifts that are reshaping customer expectations. With rising cloud costs becoming a pressing concern for many organizations, Sobel discusses a report indicating that over a third of companies feel their transition to the cloud has not delivered the promised cost-effectiveness, while more than half are experiencing increasing bills. This backdrop sets the stage for a conversation about innovative pricing models, such as Zendesk's new AI pay-for-performance strategy, which charges customers only when its AI successfully resolves issues without human intervention.

Joining Sobel is TC Doyle, a seasoned technology and channel expert, who provides insights into the historical context of cloud pricing. Doyle notes that while cloud costs have generally decreased in the past, the reality of rising expenses is now becoming apparent due to factors like increased energy costs, labor shortages, and heightened cybersecurity demands. He emphasizes the opportunity for solution providers to focus on cloud cost management, helping organizations optimize their cloud usage and avoid unnecessary expenses.

The discussion then shifts to the mixed reception of Microsoft's AI assistant, 365 Copilot, which has seen low adoption rates among Microsoft 365 users. Doyle explains that customers are hesitant to embrace AI solutions when the value proposition is unclear and the technology does not seamlessly integrate with existing workflows. The conversation highlights the importance of well-defined use cases for AI, as successful implementations often stem from a clear understanding of how AI can enhance specific business outcomes.

As the episode progresses, Sobel and Doyle explore the implications of recent political developments on technology policy, particularly in the wake of the presidential debate. They analyze the differing approaches of the Republican and Democratic parties regarding regulation, AI, and cybersecurity, emphasizing the potential impact on managed service providers (MSPs). The conversation underscores the need for clarity and consistency in regulatory frameworks to enable service providers to navigate the complexities of the evolving tech landscape effectively.

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A recent Zoom survey reveals that 83% of employees report higher productivity in hybrid environments, with 64% of leaders adopting such models. Despite this trend, many Fortune 100 companies continue to enforce return-to-office (RTO) mandates, which may negatively impact employee morale and retention. HR expert Daniela Herrera highlights the inequities these mandates create, particularly for caregivers and historically excluded groups, suggesting that organizations should prioritize flexibility to foster a healthier work culture.

Sobel also addresses Microsoft's upcoming forced upgrades to Windows 11, set to begin on October 8, 2024. This move aims to enhance security and ensure users receive necessary updates, but it places additional pressure on IT departments to manage these transitions effectively. The episode emphasizes the importance of proactive investments in IT infrastructure, including automated patch management and cybersecurity training, to mitigate the challenges posed by constant updates and security patches.

The podcast further explores the legal battle between AT&T and Broadcom, where AT&T accuses Broadcom of attempting to breach VMware contracts by withholding essential support services. This lawsuit underscores the need for businesses to carefully review contracts and negotiate terms that protect access to critical services, especially as subscription models become the industry standard. Sobel notes that organizations must be vigilant in ensuring their operational and financial needs are met in this evolving landscape.

Finally, the episode delves into the future of Intel and the implications of AI in education and business. Sobel discusses insights from Dr. A.K. Pradeep's book on leveraging neuroscience and generative AI to influence consumer behavior, as well as the ongoing debate among educators regarding AI's role in learning environments. The episode concludes with a reflection on the ethical considerations surrounding AI adoption across various sectors, emphasizing the need for a balanced approach that values both efficiency and human input.

Four things to know today

00:00 Hybrid Work and AI Productivity Gains Clash with RTO Mandates, Raising Questions on Leadership’s Reluctance

05:02 Microsoft Forces Windows 11 Upgrades and Tightens Office Security as IT Departments Brace for Changes

07:57 AT&T Sues Broadcom Over VMware Support Dispute Amid Shift to Subscription Model

10:09 Intel’s Future, AI’s Role in Classrooms, and Zendesk’s Innovative Pricing: Key Trends Defining Tech’s Next Era

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The episode starts with California's AI safety bill, SB 1047. The bill, which mandates safety testing and third-party audits for advanced AI systems costing over $100 million, has garnered opposition from industry leaders and academics who fear it may stifle innovation, particularly for smaller firms and academic research. As Governor Gavin Newsom deliberates on the bill, the episode highlights the tension between ensuring safety in AI technology and fostering an environment conducive to innovation.

Sobel also covers the recent expansion of ConnectWise's MSP platform through the acquisitions of Axiant and Skykick. These acquisitions aim to enhance data protection and cloud management solutions for managed service providers (MSPs). The integration of these companies is expected to contribute to the development of ConnectWise ASIO, a comprehensive platform that combines various services, including professional services automation and cybersecurity solutions. The episode provides insights into the growth of Axiant and the implications of Skykick's acquisition, particularly in the context of cloud management.

The podcast further explores the implications of AI in governance, referencing the recent campaign in Cheyenne, Wyoming, where an AI chatbot named Vic ran for mayor but ultimately lost to the incumbent. Victor Miller, the campaign's proponent, aimed to promote AI governance through his organization, the Rational Governance Alliance. Despite the defeat, Miller remains committed to advocating for AI's role in public decision-making, emphasizing the potential for more efficient and unbiased governance.

Lastly, Sobel discusses the growing trend of AI-generated content, specifically ESPN's foray into AI-generated sports recaps for women's soccer. While the intention is to allow human writers to focus on more in-depth reporting, the initial AI-generated recaps have raised concerns about quality and nuance. The episode underscores the importance of human oversight in AI applications, suggesting that while AI can provide basic information, it may fall short in delivering the depth and context that quality journalism requires.

Three things to know today

00:00 California's AI Safety Bill SB 1047 Faces Industry Opposition Over Innovation Concerns as It Awaits Governor Newsom's Decision

04:52 ConnectWise Expands MSP Platform with Acquisitions of Axcient and SkyKick, Strengthening Data Protection and Cloud Management

06:37 MSP Sector Sees Growth with AI-Driven Tools, Enhanced Security Pledges, and Expanding Cloud Marketplaces

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A recent survey reveals that while 80% of IT leaders express confidence in their recovery strategies post-ransomware attacks, nearly 70% have paid ransoms despite having policies against it. The episode emphasizes the importance of proactive defense strategies, as Tenable's research shows that only 3% of vulnerabilities pose significant risks, urging organizations to prioritize their cybersecurity efforts effectively.

Host Dave Sobel also addresses the alarming rise in ransomware incidents, which increased by 33% globally over the past year, with the U.S. and UK experiencing significant spikes. The discussion includes insights into the tactics employed by attackers, such as living-off-the-land techniques that allow them to evade detection. Additionally, the episode highlights the shift in scam operations towards smaller, more targeted schemes, reflecting a trend of increased efficiency and profitability for cybercriminals.

The episode further explores the U.S. Department of Labor's expanded cybersecurity guidance for employee benefit plans, emphasizing the fiduciary responsibility to mitigate risks. The new guidelines outline best practices for maintaining cybersecurity programs and conducting risk assessments. Sobel also discusses the launch of a new incident reporting portal by CISA, encouraging organizations to report cyber incidents to enhance community resilience against threats.

Finally, the episode delves into the findings of a Washington University study that uncovers significant data privacy risks associated with GPT applications in OpenAI's GPT store. The study reveals that a majority of these applications fail to disclose their data collection practices adequately, raising concerns about user data exposure. Sobel concludes by discussing vulnerabilities in AI platforms, such as Microsoft 365 Copilot, and the need for IT service providers to focus on AI-specific security strategies to ensure compliance and protect sensitive information.

Four things to know today

00:00 Ransomware Recovery Gaps Expose Overconfidence: Why IT Providers Must Focus on Real-World Incident Testing

04:51 CISA’s Incident Reporting Portal and Expanded DOL Guidance: Why IT Providers Must Enhance Cybersecurity Services 

08:26 Washington University Study Uncovers Data Privacy Risks in GPT Store

10:21 CrowdStrike and Intel Face Critical Moments

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