Erick and Rich discuss recent evidence about security awareness and alert fatigue that show why outsourced, AI-based automation must play a critical part in how MSPs protect their clients, as well as practical ways to enforce proper security with your clients rather than rely on the good intentions of their employees. Then they’re joined by Robin Ody of Omdia for an in-depth conversation about the analyst firm’s 2026 MSP Trends and Predictions Report. And finally, TWO last things: an illustration of the wrong way to incorporate voice AI in the call center and a follow-up on Erick’s suggestion last week that MSPs use AI to practice for big client meetings.  

Discussed in this episode:
Cybercrime Victimization Climbs to Record High 44% Over Five-Year Period
New N‑able and Futurum Report Reveals How AI is Reshaping Cyber Resilience
Overview of Omdia 2026 MSP Trends and Predictions Report
Callers to Washington state hotline press 2 for Spanish and get accented AI English instead

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.