MSP Chat

Erick and Rich discuss early examples of how MSPs are re-tooling their workforce for the age of agentic AI as well as effective, empathetic techniques for addressing underperforming staff members. Then they’re joined by Chris Black, technical advisor at Xurrent, for a look at that company’s “right of observability” product strategy, and what it says about evolving MSP tool requirements as they grow and mature. And finally, one last thing: An opportunity for friends of a Danish zoo to show their support by feeding their pets to a lynx. 

Discussed in this episode:
Building the Workforce of the AI Future
How a “People Company” is Going AI
There’s No ServiceNow for MSPs. Xurrent Aims to Close That Gap.
A zoo in Denmark asked patrons to donate their pets. Not as attractions, but for food

Erick and Rich discuss why LLMs, chatbots, and MCP could combine to revolutionize the way technicians interact with RMM, PSA, and other line-of-business systems, as well as how delivering business resilience rather mere uptime can be a ticket to sticky, profitable client relationships. Then they’re joined by Ryan Morris, who serves MSP Chat parent company Channel Mastered as chief channel program strategist, for an insightful expert look at why and how partner programs are changing in response to a newly complex channel ecosystem. And finally, one last thing we can summarize in three simple words: Radioactive. Wasp. Nest.  

Discussed in this episode:
Is Your Next Help Desk Tech Named Claude?
Slide is Living in the MCP Future
Radioactive wasp nest found at site where US once made nuclear bombs

Live and side by side at GTIA’s ChannelCon event in Nashville, Erick and Rich discuss Pax8’s bold plan to re-invent marketplaces for the agentic AI era, and a roadmap MSPs can use to get started in AI services before it’s too late. Then they’re joined by back-to-back interview guests—Will Brooks from UKON and Eric Altamura from SPECTRA—to explore two of several emerging models for turning cyber insurance from a stressful headache into value-adding risk management conversation. And finally, one last thing: Chuck E. Cheese has been busted for credit card fraud. 

Discussed in this episode:
UKON Announces Strategic Partnerships with Cork, CreditPulse, Blackpoint Cyber, and SeedPod
Spectra Releases Certification of Resilience for MSPs; Launches Advisory Board
‘Come with me, Chuck E’: Florida police arrest mascot for credit card fraud as children look on

Erick and Rich discuss the pros and cons for MSPs of placing bets on today’s emerging crop of startup AI automation vendors and the best practice roadmap for helping clients make AI-driven business model shifts. Then they’re joined by Juan Fernandez, founder of MSP Owners Group, to discuss that recently launched company’s unique, private equity-free approach to building a PE-style MSP platform. And finally, one last thing: the seething mass of giant, hairy spiders that customs inspectors in Germany recently found in a container supposedly full of chocolate cake. 

Discussed in this episode:
AI-Native Approaches to AI-Era Managed Services
InfiltrateIQ’s AI to Z Approach to Pen Testing
There are Riches in Niches in AI for MSPs
MSP Owners GroupRoughly 1,500 tarantulas found stuffed in boxes meant for chocolate cake

Wondering about the future of managed services? Erick and Rich (who’s back after a multi-week absence) explain why new research from Barracuda suggests offering consultative security and AI services to midsize businesses is a big part of the answer. Then they share three specific tips for cross-selling and upselling services like that to your existing client base, before getting a big-picture perspective on AI, security, and more from Mike DePalma, vice president of business development at OpenText. And finally, one last thing: laboratory proof that when it isn’t furiously hallucinating, AI can successfully complete gallbladder surgery all by itself. 

Discussed in this episode:
73% of Organizations With up to 2,000 Employees Rely on MSPs to Manage the Security Challenges of Growth
AI-Enabled Robot Performs Gallbladder Surgery

This week, Erick flies solo and dives into the newly released 2025 MSP 501 rankings from Channel Futures—the industry’s gold standard for identifying top-performing managed service providers. He breaks down why this data-driven list matters, how it boosts credibility, attracts vendors, and fuels internal momentum, and highlights the top trends driving this year’s winners—like AI adoption, security-first service models, and compliance-driven growth. Next, he explains why the time is now to update your LinkedIn profile. Then, Erick shares insights from his on-site interview with Bill Brandel, EVP and President, North America at Ingram Micro, recorded live at the Trust X Alliance Unplugged 2025 event in Philadelphia, where “connection” was the theme of the day. And finally, one last thing: Sewer Gators are real—and they’re living their best lives underground in Florida. 

Discussed in this episode:

• Why the MSP 501 matters (even if you didn’t make the list)
• Ingram Micro TrustX Alliance Unplugged 2025
• One Last Thing: Florida’s not-so-mythical alligator in the sewer system

A staggering 16 billion credentials linked to major services—Apple, Facebook, Google, and more—have just been confirmed leaked and Erick explores the grim reality and potential aftermath, and what it means for MSPs, as well as the types of AI services MSPs can deliver to their customers to increase their strategic value to them as well as their recurring revenue. Then, Erick is joined by Pax8’s Chief Product Officer, Libby McIlhaney, at Pax8 Beyond 25, for a look at AI’s impact and opportunity for Pax8 and its partners. 

Discussed in this episode:
16 Billion Apple, Facebook, Google And Other Passwords Leaked
Pax8 Beyond 2025 Day 1 Recap
Stanley Cup damaged as the Florida Panthers celebrate a second straight championship

Fresh from the floor at Pax8 Beyond 25, Erick and Rich break down one of the event’s biggest announcements: the launch of PAX8’s new Integrations Hub and what it reveals about the evolving role of distribution, marketplaces, and the push for vendor interoperability in the cloud-first era; and how MSPs are using AI to write RFPs, win funding, and transform their client relationships.

Then Erick is joined by Nerdio CRO Joseph Landes on the floor at Pax8 Beyond 25 for a wide-ranging discussion on best practices for building a profitable Microsoft Cloud practice, what’s next for Nerdio partners, and why automation is key to solving the MSP talent gap.

Discussed in this episode:
Pax8’s Integrations Hub: Marketplace Stickiness via Automation
Nerdio’s AI-Powered Cloud Management Platform

Speaking just after this week’s ConnectWise IT Nation Secure event, Erick and Rich discuss the simplified new ConnectWise Pro subscription plan and best practices for optimizing your client agreements before an exit. Then they’re joined by John Pagliuca, president and CEO of N-able, and Mike Adler, N-able’s chief technology and product officer, for a discussion about why N-able believes MSPs should invest in XDR and MDR solutions rather than SIEM systems of the kind recently introduced by ConnectWise and Kaseya. And finally, one last thing: A woman in Australia who did 7,079 pull-ups in 24 hours.  

Discussed in this episode:
ConnectWise Launches PSA Powered by Asio and Connect
Wise Pro at IT Nation Secure 2025Australian woman completes 7,079 pull-ups in 24 hours

Erick and Rich ponder the tradeoffs of using an all-inclusive managed services platform versus going with best of breed as well as techniques for migrating managed service clients to a standardized services stack. Then they’re joined by Yoav Susz, general manager for the U.S. at Atera, to discuss Atera Autopilot, a fully autonomous AI-powered help desk tool now in general availability. And finally, one last thing: a look at Internet Roadtrip, the world’s slowest massive multiplayer online game.

 Discussed in this episode:
In Defense of Seams
Atera Autopilot is (Almost Eerily) Live
Thousands of people have embarked on a virtual road trip via Google Street View