MSP Chat

Erick and Rich discuss data suggesting that MSPs are adopting service desk automation software and MCP faster and in bigger numbers than many within the industry anticipated, as well as three ways to lead strategic, outcome-oriented qualifying conversations with sales prospects. Then they're joined by Robert Johnston, Chief Innovation Officer at N-able, for a conversation about the scary new PHP vulnerability MSPs have been coping with lately and the AI threat landscape for MSPs more generally. And finally, one last thing: is a potato on Halloween a trick or treat?

Discussed in this episode:

N-able AI Fog Report
Get Over It, MSPs. AI Can Drive for Itself.
Nerdio research press release
Service Leadership Takes on Two MSP Mysteries
Erick's Book Recommendation: Secrets of Question-Based Selling

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 8bot, Pax8's MSP-ready answer to persistent agents like Meta Muse, as well as strategies MSPs can use to ensure they're running not just a busy business but a profitable one. Then they're joined by Sunny Kaila, CEO of IT By Design, for a tour from the front lines of AI adoption within MSPs and AI service offerings from MSPs. And finally, one last thing: A library break-in by a bookish (and hungry) California bear.
 
Discussed in this episode:
Bonus Post: Move Over, Meta. Pax8’s Got a Muse for MSPs.
IT By Design Helps MSPs Eat the AI Elephant
IT By Design AI Accelerators
Sunny Kaila's LinkedIn post on summiting Everest
AI By Design podcast
 
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.

Coming to you live from TD SYNNEX's 2026 Inspire conference in Greenville, S.C., Erick and Rich discuss the distributor's both new and old identity as an outcome orchestrator, along with why your Q4 conversations with customers should focus on transitioning from technical services to strategic engagement in 2027. Then they're joined by Augie Staab, TD SYNNEX's Director of MSP Sales, and Meredith Payne, the company's VP of Digital Growth and Customer Success, for a look at why TD SYNNEX recently created both those roles and what they mean for its partners. And finally, one last thing: The most disgusting piece of sports memorabilia ever.

Discussed in this episode:
TD SYNNEX MSP Sales Enablement page
TD SYNNEX PartnerFirst
Nebraska Selling Used Urinal Troughs from Memorial Stadium, Here's How Much Fans Are Paying

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.

In this special bonus episode of MSP Chat, sponsored by Kaseya, Erick and Rich discuss the large ongoing risk posed by deepfakes and other sophisticated AI threats, as well as what MSPs need to do about them, plus how MSPs can and should help their clients protect clients from social engineering threats with more than just passwords. Then they’re joined by Kaseya’s Matt Sywulak for a deep dive into the email security threat landscape and the latest tools for mitigating those threats. And finally, one last thing: The world’s first inconvenience store.
 
Discussed in this episode:
Gartner Survey Finds 41% of CISOs Reported At Least One Social Engineering Incident Involving a Deepfake in the Past 12 Months
Coalition 2026 Cyber Claims Report
Gartner Forecasts the Market for Securing AI Will Reach $4.8 Billion in 2027
Seattle’s ‘Inconvenience Store’ features pre-tangled USB cords
 
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.

Coming to you live from the MSP Summit in Orlando, Erick and Rich discuss why Shield Technology Partners views cutting edge AI as a means to empower people rather than replace them and what MSPs can learn from that strategy, as well as why MSPs must make themselves “customer zero” for AI services before offering anything to clients. Then they’re joined by Omdia analyst Jay McBain for an expert tour through market conditions and AI opportunities for MSPs today, and the power of community in the channel. And finally, one last thing: Batman takes down an evildoer in real life.
 
Discussed in this episode:
Shield’s Secret Weapon Isn’t AI. It’s People.
Jay McBain linked in post on channel profits
Jay McBain linked in post on partner-led AI opportunity
Jay McBain linked in post on vendor incentive models
Jay McBain linked in post on GTIA buying ASCII Group
Pow! Man in Batman costume chases down suspected Norwich handbag thief
 
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 explain why MSPs and their clients are far less insured against AI-related damages than they think they are, as well as why “what should I charge?” is the wrong first question MSPs should ask about a new service. Then they’re joined by Jeff Gaines of AI-forward MSP Treeline for a front-line view of AI in managed services today. And finally, one last thing: proof that “who’s a good boy?” is sometimes not a rhetorical question about your dog.
 
Discussed in this episode:
Treeline is Different
Treeline’s Buying
Worst guard dog in the world exposed by Ring camera in San Diego — and the breed won’t surprise you
 
 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 Flamingo's hybrid flat-rate/token-based pricing scheme for managed services software and whether or not it’s how all MSP vendors will eventually bill, as well as three strategies for augmenting profits and stickiness with your best clients by going deep with them on business outcomes. Then they’re joined by James Mignacca and Larry Meador, two cyber software vendors who now also help run an initiative named MSP Well aimed at getting stressed-out IT entrepreneurs the mental health support they need. And finally, one last thing: Sometimes that awesome Airbnb listing really is too good to be true.
 
Discussed in this episode:
Somebody Had to Test Token Pricing for MSPs. Flamingo Volunteered.
MSP Well Offers a Helping Hand Out of the IT Pressure Cooker
MSP Well home page
988 Lifeline home page
Fake 10 Downing Street listing on Booking.com highlights security failures
 
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 how a new tool from Clairify illustrates why context quality beats context quantity when it comes to AI tools for MSPs and their clients, as well as three tips for making sure your services prices don’t exceed their fresh-by date. Then they’re joined by MSP and ransomware recovery specialist Oli Thordarson for a front-line view of today’s ransomware threatscape. And finally, one last thing: a new smart device that measures something … unflattering that your Oura ring isn’t tracking for you.
 
Discussed in this episode:
Clairify Builds a Chief of Staff for the Rest of Us
How often do you fart? This smart flatulence underwear can tell you that and more
 
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 CORE, a new offering from Integris that combines traditional monitoring and management with AI services, as well as four ways MSPs can waste less time on meetings. Then they’re joined by Mark Scott and Joel Abramson of Top Down Ventures for a venture capital perspective on investing and M&A in managed services today. And finally, one last thing: Even ChatGPT loves Snickers bars.
 
Discussed in this episode:
Managed BPO Is the New Managed Services
Top Down Outliers Blog - May 2026
Top Down Outliers Blog - June 2026
Top Down Outliers Blog - August 2026
The Top Down Outliers podcast
Snickers Hungr.AI
 
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.