In Episode 6 of MSP Insider, host Jeffrey Newton sits down with Robert Cioffi, CTO and Co-founder of Progressive Computing Inc, for a raw conversation about surviving a devastating ransomware attack and its aftermath. As a 32-year industry veteran, Robert shares the brutal reality of what happens when cybersecurity theory meets real-world crisis.

Through candid discussion, Robert reveals how a catastrophic security incident transformed not only his business but his entire approach to MSP leadership. From stepping back from leadership to rebuild account management from the ground up, to becoming a vocal advocate for industry-wide security education, Robert shares hard-earned wisdom about what really matters in building a resilient MSP.

Key Topics Covered:
• The harsh reality of recovering from a major ransomware attack
• Why traditional VCIO services may be doing more harm than good
• How to build and scale genuine account management excellence
• The danger of title inflation in MSPs
• Practical steps for creating consistent service delivery
Don't miss this compelling conversation about vulnerability, humility, and what it really takes to protect both your MSP and your clients in today's threat landscape. Robert's journey from crisis to becoming a leading voice in cybersecurity education offers essential lessons for every MSP leader.

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In Episode 5 of MSP Insider, host Jeffrey Newton draws from his extensive experience with TruMethods, Service Leadership Index (SLI), SLIQ, and Sea-Level Operations to challenge conventional wisdom about MSP metrics and performance tracking.

With 18 years of hands-on experience implementing various methodologies - from TruMethods' Operational Maturity Level (OML) to Service Leadership's industry benchmarks - Jeffrey breaks down which frameworks actually deliver results and which ones can lead your MSP astray. Through candid analysis of his time working at five different MSPs across seven roles, he reveals why blindly following industry "best practices" can make you hate the company you built.

Key Topics Covered:

• A detailed comparison of TruMethods, SLI, SLIQ, and Sea-Level Operations approaches
• Why 90% of MSPs track metrics but only 35% feel confident they're tracking the right ones
• The truth about NPS scores, utilization rates, and other overrated metrics
• How competing KPIs between teams destroy profitability
• Practical ways to measure what actually matters for MSP growth

Whether you're currently using TruMethods, Service Leadership Index, or another framework - or just starting to track metrics - this episode cuts through the noise to help you focus on numbers that actually drive business success. 

Watch now to learn why choosing the right framework and metrics - not just following industry standards - is critical for building a sustainable MSP.

In this MSP Insider Whiteboard Series, host Jeffrey Newton breaks down a powerful concept from his conversation with David Powell (VP of Sales Strategy at Pax8) about AI integration in MSPs.

Learn how to think about "the last mile" - where human expertise meets artificial intelligence in modern service delivery.

Key Concepts Covered:
• The three-layer framework for AI integration in MSPs
• Understanding "butter passing jobs" and how to identify them
• Why human discernment remains irreplaceable in service delivery
• Practical steps to start implementing AI in your MSP

This whiteboard session transforms high-level concepts into actionable insights, showing MSPs how to balance automation with human expertise. Perfect for MSP owners who know they need to adopt AI but aren't sure where to start.

Whether you're just beginning your AI journey or looking to optimize your current approach, this breakdown provides a clear roadmap for integrating AI while enhancing, not replacing, your team's capabilities.

Watch the full interview with David Powell: https://youtu.be/ZueJijrTQZk?si=RxZ4Np-dlh5sTwQ9 

#MSP #ArtificialIntelligence #ManagedServices #ITServices #BusinessTransformation #MSPGrowth 

Timestamps: 
0:00 - Introduction 
1:04 - The Last Mile Concept 
3:52 - Three-Layer Framework 
8:47 - Human Excellence Layer
10:35 - Finding Butter Passing Jobs
12:38 - Key Takeaways

In Episode 4 of MSP Insider, host Jeffrey Newton sits down with Matt Lee for an unflinching look at the future of managed services and why many MSPs won't survive the coming changes. As an industry veteran and cybersecurity expert, Matt delivers a powerful wake-up call about the critical challenges facing MSPs in 2025 and beyond.

This episode tackles tough questions about why MSPs must move beyond selling tools to delivering provable outcomes, the dangers of ignoring foundational security practices, and how private equity's growing influence will reshape the industry landscape. Matt delivers practical insights about starting where you are, being honest about organizational weaknesses, and the importance of continuous improvement in surviving the industry's inevitable consolidation.

Key Topics Covered:

• Why most MSPs aren't ready for coming compliance and regulatory changes
• The critical importance of proving historical security controls
• How private equity will drive industry consolidation
• Practical steps for surviving the "year of the haves and have-nots"

Don't miss this compelling conversation about why "ignorant people die ignorantly" and what MSPs must do now to avoid being part of the coming industry shakeout.

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In Episode 3 of MSP Insider, host Jeffrey Newton sits down with Alex Farling, co-founder of Empath, for an unfiltered conversation about the state of managed services and why most MSPs are getting it wrong.

With over 20 years in the industry, including founding and selling both an MSP and Lifecycle Insights to ScalePad, Alex brings a unique perspective as a non-technical owner who's been in the trenches. His journey from sales professional to MSP owner to industry innovator provides a fresh lens on common industry challenges.

This episode dives deep into controversial topics like why the VCIO model is fundamentally broken, the real reasons client relationships fail, and how misaligned incentives are holding MSPs back from growth. Alex shares practical insights on building sustainable client relationships, proper role definition, and why continuous improvement matters more than industry "best practices."

Key Topics Covered:

• Why most MSPs are approaching VCIO roles completely wrong
• The critical importance of relationship building in client retention
• How to stop treating sales as "black magic" and start driving results
• Practical steps for scaling your MSP without losing quality

If you're tired of the typical industry echo chamber and ready for honest conversation about what really drives MSP success, this episode delivers actionable insights you can implement today. Don't miss this candid discussion with one of the industry's most thoughtful voices.

This show is powered by cyft.ai 

In Episode 2 of MSP Insider, host Jeffrey Newton sits down with David Powell, VP of Sales Strategy at PAX8, to dive deep into the transformative role of AI in managed services. With years of experience leading growth in the MSP space, David shares his perspective on how AI is creating new opportunities for efficiency, scalability, and client satisfaction.

This episode unpacks the real challenges MSPs face when it comes to adopting AI, including resource constraints, fear of failure, and navigating data-driven decisions. Learn how to bridge the gap between innovation and execution, and discover how AI can empower your team to focus on high-value work.

Key Topics Covered:

•Why MSPs can’t afford to ignore AI

•How AI is driving efficiency and automation in managed services

•Real-world applications of AI to enhance MSP operations

•The importance of data governance and actionable ideas for implementation

If you’re ready to move beyond the buzzwords and learn how AI can help you stay competitive, this episode is packed with actionable insights to get you started. Don’t miss this must-watch conversation with one of the industry’s leading voices.

Discover how AI is transforming the MSP industry and what it means for the future of managed services. In this video, we explore the game-changing potential of artificial intelligence in streamlining workflows, improving ticket management, and boosting overall efficiency for MSPs.

Whether you’re an MSP owner, manager, or technician, staying ahead of the curve is critical. Learn how AI-powered tools can help you adapt to industry challenges, enhance client satisfaction, and reclaim valuable time for strategic growth.

Key Topics Covered:
 • How AI is reshaping the MSP landscape
 • Practical ways MSPs can leverage AI for efficiency
 • The future of IT workflows powered by AI
 • Real-world examples of AI improving MSP operations

If you’re ready to embrace the next evolution of managed services, this video is for you. Don’t fall behind—discover how AI can revolutionize your MSP today.