MSP Chat

Erick and Rich discuss whether or not we’re in an AI bubble and how much MSPs should be worried if we are, before exploring strategies for increasing profitability and client retention by selling outcomes instead of tools. Then they’re joined by the co-founders of Titan, a venture capital-backed A.I. software company/MSP rollup that’s building something totally new in the history of managed services. And finally, one last thing: Beware the surf-jacking otter of Santa Cruz, Calif. 

Discussed in this episode:
Are we in an AI bubble?
Move Over, Private Equity. Venture Capital is Investing in MSPs Too.
Shield Technology Partners Is Building Something Totally New in Managed Services
Surfboard-stealing otter attacks resume at California beach 

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 opportunity in cybersecurity for MSPs and the skills gap contributing to it, plus three strategies for coping with competition, client budget constraints, and profitability pressures. Then they moderate a panel discussion on operational excellence recorded live and onstage during the recent Kaseya DattoCon event in Miami. And finally, one last thing: why Cypress has as many cats as people. 

Discussed in this episode:
Forrester Research: Global Cybersecurity Spending To Exceed $300B By 2029Comp
TIA: State of Cybersecurity 2025
Cyprus has a cat problem: One feline for every resident 

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 Kaseya buying INKY says about the strategies stand-alone security vendors must embrace to remain competitive in the future, and why stand-alone MSPs competing with rollups should employ those strategies too. Then they’re joined by legendary MSP guru and Kaseya Chief Community Officer Gary Pica for an insightful exploration of the past, present, and future of managed services. And finally, one last thing: why the only bad time to in a Nobel Prize is in the middle of a digital detox. 

Discussed in this episode:
Kaseya Acquires Leading AI-Powered Email Security Provider INKY
Nobel committee unable to reach prize winner who is ‘living his best life’ hiking off grid 

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 some flaws in that now famous MIT study suggesting that 95% of AI pilots end in failure, as well as three techniques for setting the right AI expectations with your clients. Then they're joined by TD SYNNEX executives Ed Morales and Tracy Holtz for wide-ranging conversations about AI and cloud computing recorded live at the recent TD SYNNEX Inspire conference. And finally, one last thing: who police in San Bruno, California gave the ticket to when a self-driving car made an illegal turn. 

Discussed in this episode:
MIT report: 95% of generative AI pilots at companies are failing
Music by Ed Morales
California police pull over a self-driving Waymo for an illegal U-turn, but they can’t ticket 

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 Microsoft’s newfound interest in SMBs and their MSP partners as a source of cloud growth, plus three tips for avoiding client onboarding chaos. Then Rich is joined by Michael George and Dee Zepf of Syncro for a conversation about Microsoft’s large and expanding role in the world of SMB technology and what it means both for managed service providers and vendors like Syncro. And finally, one last thing: proof from a BBC nature documentary that dolphins like getting stoned as much as humans do. 

Discussed in this episode:
Microsoft blog post: Addressing multi-tenant management challenges for MSPs with Microsoft Intune and partner innovations
Dolphins ‘deliberately get high’ on puffer fish nerve toxins by carefully chewing and passing them around 

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 Syncro CEO Michael George’s take on why Microsoft is destined to dominate the managed services landscape and what that means for MSPs and vendors alike, as well as techniques for protecting your clients from deepfake phishing attacks and other AI-powered cyberthreats. Then Rich is joined by Art Gross, CEO of Breach Secure Now, to discuss his new book, From Prompt to Profit: The MSP Playbook for AI-Driven Client Success. And finally, one last thing: A new AI-based podcast service that spells certain doom for Erick, Rich, and MSP Chat. 

Discussed in this episode:

From Prompt to Profit: The MSP Playbook for AI-Driven Client Success
5,000 Podcasts. 3,000 Episodes a Week. $1 Cost Per Episode — Behind an AI Start Up’s Plan 

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 DarcyIQ and Titan, two companies whose rapid progress in AI for managed services underscores why MSPs need to take AI seriously ASAP, plus three tips for scaling your business without adding headcount. Then they’re joined by Arlin Sorensen of ConnectWise to discuss why MSPs need to think now about the legacy they’ll eventually leave behind, and start planning for that someday today. And finally, one last thing: a few easy ways to become a Guinness World Records holder. 

Discussed in this episode:
General Catalyst’s Latest AI Bet Is in IT
New AI Platform Darcy
IQ Automates Deal Flow and Accelerates Win Rates for B2B Services Companies
IT Nation Evolve peer groups
Signup form for Arlin’s private daily morning email list that covers faith, family, and business
For information on Arlin’s success to significance peer groups and legacy planning, email [email protected]
Guinness World Records turns 70 - and highlights some unclaimed records

Erick and Rich talk about the growing need for virtual Chief AI Officers and what it means for an MSP to be one, plus tips on selling cybersecurity services without actually selling. Then they’re joined by Joel Abramson and Mark Scott of Top Down Ventures for a venture capital investor’s take on today’s managed services market. And finally, one last thing: the gritty tale of a woman who spent three weeks digging in the dirt for an engagement ring diamond, and found one. 

Discussed in this episode:
The Challenges to Ensuring Information Is Secure, Compliant and Ready for AI, a report by OpenText and Ponemon Institute
Top Down Ventures
The Top Down LinkedIn Newsletter
Top Down Horizons event
A New York woman dug for 3 weeks to find her own engagement ring diamond

Erick and Rich discuss the present-day opportunity for MSPs in cloud FinOps and the emerging need for AI FinOps, plus some proven advice for managing service desk capacity for maximum efficiency and minimum employee churn. Then Rich is joined by Kaseya CEO Rania Succar for an in-depth look at her thoughts on AI solutions for SMBs, MCP interfaces, community, culture, and more. And finally, one last thing: the munchies doom loop of eating THC-laden pizza at a pizzeria. 

Discussed in this episode:
Kaseya Wants to Sell AI Through MSPs As Well As To Them
Pizzeria mishap left at least 85 people intoxicated with THC after infused oil used for dough

Erick and Rich discuss the multiple issues (and yes, AI is one of them) leading more MSPs to consider joining forces with a rollup rather than go it alone, plus three criteria MSPs should apply when evaluating vendor partner programs. Then they’re joined by Canalys analyst Jay McBain for an insight-packed look at the massive opportunity for MSPs in AI, and why getting in on it early is so important. And finally, one last thing: Why you should probably do a little research online before agreeing to meet with a diplomat from Westarctica. 

Discussed in this episode:
The New Rules of Partner Programs are Still TBD
10 Tips for Modern MSPs to Evaluate Vendor Channel Programs
Man posed as an ambassador and ran a fake embassy, Indian police say