In this conversation, Adam Walter interviews Wayne Kramer from Symoda, discussing the importance of customer experience in the MSP industry. They explore the layers of customer communication, the significance of understanding customer needs, and the evolving landscape of technology and its impact on service delivery. Wayne emphasizes the need for MSPs to adapt to changing expectations and to build strong relationships with their clients by effectively communicating at different levels. The discussion also touches on the future of MSPs and the necessity of consulting with customers to provide tailored solutions.