MSP Chat

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 Vendors
By Kevin Lancaster: MSPs, the AI $hit is about to get real
By Kevin Lancaster: The 2026 AI Maturity Model for MSPs
Microsoft 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 says
CEOs to Keep Spending on AI, Despite Spotty Returns
Fathom Insights: Rising AI Use, Rising Calls for Action
How People Around the World View AI
Microsoft Discovers MSPs. Again.
Microsoft Intune Blog: Addressing multi-tenant management challenges for MSPs with Microsoft Intune and partner innovations
Merriam-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 Officer
Merch commemorating drunk Virginia raccoon raises over $250,000 for animal shelter
SNL’s drunk raccoon sketch
Trashed 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 Exist
Cisco 360 Partner Program Empowers Partners to Drive Profitability in an AI Era
Cisco Simplifies Security for Managed Service Providers, Accelerating Their Hybrid Mesh Firewall Deployments and Business Growth
Drone 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 Intelligence
A New Era for Accelerating Safe AI at Scale: Veeam to Acquire Securiti AI; Unifies Data Resilience with DSPM, Privacy and AI Trust
Raccoon 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 Age
Episode 20: Cracking the Code on MSP Relationships
Episode 27: Why M&A is Still OK for MSPs
Episode 59: End Game of End Games
Episode 62: Rough is Enough
Episode 66: It Takes a Community to Secure an End User
Episode 71: Don’t Buy Voldemort
Episode 74: No Timmies Allowed
Episode 76: Human to Human
Episode 77: 75 Days of Uptime
Episode 88: From the Server Room to the Boardroom
Episode 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 AI
Coffee-stealing parrot captured at South Korean cafe

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 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 Mastery
From 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 Boy
sYes, There’s a Parallel Parking Championship, and I Was a Contender

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 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) Introduction
Securing the Agentic AI Control Plane: Announcing the MCP Security Resource Center

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.