TECHtonic: Trends in Technology and Services

In this episode host Thomas Lah sits down with Eduardo Coloma, the CEO of Maptek, a leading provider of software and hardware solutions for the mining industry. This episode delves into Maptek's journey from traditional business models to a subscription-based "as-a-service" transformation, highlighting the challenges and strategies involved.

Eduardo discusses the reasons behind Maptek's shift to a subscription model, emphasizing the need for flexibility and scalability in a cyclical industry like mining. He explains how this transition not only aligns with evolving customer preferences but also positions Maptek for long-term success. Eduardo shares the importance of building organizational capabilities, such as customer success and product telemetry, to support a successful transformation.

The conversation also explores the role of AI in Maptek's offerings. Eduardo highlights how AI is used to improve geological modeling and scheduling solutions, significantly enhancing efficiency and decision-making processes. He discusses the potential of AI to revolutionize internal workflows, particularly in predictive analytics for customer success.

Lastly, Thomas and Eduardo discuss the importance of embracing technological changes, advising CEOs to evaluate and mitigate both business and technology risks. Identifying the crossroads we are at today and how these changes are reshaping industries at an unprecedented pace.

This episode serves as a valuable resource for companies navigating their own transformations, providing practical insights and strategies from a leader who has successfully steered his organization through significant changes. Tune in to learn how Maptek is leveraging innovation to stay relevant and competitive in the rapidly evolving technology industry.

Join Thomas Lah in the latest episode of TECHtonic as he delves into the transformative power of AI in educational content creation. In this episode, Thomas engages in a thought-provoking conversation with Sarah Sedgman, CEO of LearnExperts, the AI tool that revolutionized OpenText's educational material production.

Sarah shares her vision of democratizing the creation of high-quality training content through AI. With over 25 years of experience in instructional design, she discusses how LearnExperts leverages AI, particularly OpenAI's language models, to convert raw content into structured, impactful learning materials. From text documents to videos, their platform processes a variety of formats, significantly reducing the time and effort required for course development.

Throughout the episode, Thomas and Sarah explore the practical applications of AI in learning, emphasizing the importance of human expertise in refining AI-generated content. They highlight the balance between technology and human input, ensuring high-quality, accurate educational materials.

Discover how LearnExperts' strategic approach and customer success focus help clients integrate AI into their workflows, driving productivity and maintaining competitive advantage. Sarah also discusses the potential shift towards outcome-based pricing models in AI-driven solutions, providing insights into the evolving landscape of educational technology.

Whether you're an instructional designer, a tech enthusiast, or someone interested in the future of AI, this episode offers valuable insights into the rapidly changing world of educational content creation. Listen in to learn how AI is a tool and a game-changer in education services.

Artificial Intelligence (AI) and Generative AI (Gen-AI) have the potential to transform insights, processes and provide a competitive edge for B2B technology firms. But in reality, few companies have developed a complete AI roadmap, and many have yet to begin evaluating opportunities for leveraging AI and Gen-AI across the enterprise. In this executive panel, hear from three companies at various stages on their AI journey and participate in live Q&A on getting started with AI, identifying funding, and overcoming common challenges such as data integrity, change management, and gaining executive and employee buy-in.

This TSIA World INTERACT conference panel discussion offers valuable insights for technology and services professionals, drawing from expertise shared at TSIA World events.

If you want to continue exploring the transformative power of AI, be sure to register for TSIA World ENVISION.

Host Thomas Lah welcomes David Judge, Partner, General Manager Global Customer Success at Microsoft, to explore the transformative impact of artificial intelligence on scaling customer success. As Microsoft leverages AI across its extensive service offerings, Judge provides an insider's view on how these technologies are improving customer interactions and enhancing operational efficiency within Microsoft.

They discuss the specifics of AI use cases from the backend to customer-facing applications, highlighting Microsoft's strategic approach to integrating AI in day-to-day operations. David shares compelling insights into the practical benefits of AI, including significant improvements in self-service capabilities and the reduction of operational friction.

Listeners will gain an understanding of how Microsoft's AI-driven tools empower customer success managers to deliver exceptional service, optimize workflow efficiencies, and drive meaningful business outcomes. Whether you're a tech professional seeking to understand AI's role in customer success or a business leader looking to harness AI's potential, this episode offers valuable perspectives and actionable insights you can start using now.

This May, TSIA will host our INTERACT conference in Orlando, showcasing an engaging panel discussion on deploying and optimizing AI hosted by Thomas Lah. Pattabhi Raman, VP of Digital Experience at Informatica, will join the distinguished panel. Recently, Thomas had the privilege of conversing with Pattabhi, gaining exclusive insights into Informatica's strategies for achieving a successful digital customer experience. They discuss the secrets behind Informatica's success and explore how they've exponentially leveraged AI to enhance their digital-first mindset.

Tune into this episode of TECHtonic for a sneak peek into how Informatica can’t go wrong with its digital-first mentality, and don’t miss the chance to join us at INTERACT to explore this topic even further! Register today and get ready to uncover deeper insights to empower you to craft an even more impactful digital customer experience with AI.

This May, TSIA will host our INTERACT conference in Orlando, featuring a special closing keynote by Doug Schmitt, President of Dell Technologies Services. TECHtonic host Thomas Lah recently had the pleasure of speaking with Doug one-on-one for a sneak peek into his presentation. During their conversation, Thomas and Doug delve into Dell's use of AI as the cornerstone for continuously enhancing the customer experience.

Their discussion also touches on:

• The essential skills required to harness AI effectively in today's dynamic business landscape, as well as the nuances and strategies needed to leverage AI to its fullest potential.
• How Doug and his team spearheaded the deployment of AI within their organization, and its transformative impact on organizational structures.

• The differentiating factors between customers who thrive with cutting-edge technology and those encountering hurdles.

Tune into this episode of TECHtonic for a sneak peek into Dell’s winning formula, and don’t miss the chance to join us at INTERACT to explore this topic even further! Register today and get ready to uncover deeper insights to empower you to craft an even more impactful customer experience with AI.

In this episode of TECHtonic, Thomas Lah chats with Justin Cawood about the complex journey of integrating AI into the operations of a large technology services provider. Together, they explore the evolution of Managed Services platforms, the initial business case for AI, and the transformative impact of AI on service delivery and customer value propositions.

Additionally, Justin shares the challenges and triumphs of deploying AI from the customer perspective and helping customers realize the value of their enhanced experiences—even while preemptively addressing service issues.

With a lively discussion on the ever-changing nature of AI-driven operations and the critical role of a team approach in evaluating and implementing AI solutions, this episode isn’t just about technology; it's about the future of service delivery, and the strategic advantage that AI can provide to companies seeking to stay competitive in the marketplace.

In this episode, host Thomas Lah, TSIA’s Executive Director, engages in a pivotal conversation with Alexandra Zagury, Global Vice President at Cisco. Together, they explore the intricacies of partner strategies in the as-a-service era, as well as the transformative impact of artificial intelligence on technology business models.

Key highlights include:

• The industry's urgent need for clarity and direction in partner strategies amidst the as-a-service transition. This includes Cisco’s innovative approaches to partner management, ensuring a seamless transition, and fostering success in a service-dominated landscape.

• How AI is redefining tech business models, Cisco's AI implementation journey, the importance of AI in enhancing operational efficiency, customer experiences, and the crucial role of telemetry and data governance in harnessing AI's full potential.

• The implications of AI and as-a-service models on the workforce and corporate culture. How can companies retool and retrain employees to leverage new AI capabilities effectively, and how important is a growth mindset for individuals and organizations?

• Alexandra Zagury’s personal career trajectory, and insights on how it helped mold her unique perspective on the essential skills and adaptive strategies needed to thrive in tech.

For professionals seeking to understand and adapt to the seismic technological shifts transforming the industry, this episode is a can’t miss!

Join us in the latest episode of TECHtonic, where we dive into the world of customer success with Thomas Lah and Stephen Fulkerson, VP of Customer Success Research at TSIA. In this episode, we explore how customer success can become a more effective channel for ensuring customer satisfaction and organizational success.

Thomas and Stephen analyze all aspects of customer success, including:

• Introducing the KORE score: Keeping Organizational Outcomes, Retention, Renewal, and References Excellent, as the all-in-one solution for organizational success.
• Streamlining customer success to better define success, break down silos, and foster collaboration with sales.
• The significance of evolving job titles, such as Renewal Specialists, and what that means for compensation metrics.
• How to effectively harness and utilize AI capabilities in customer engagements.

Don't miss out on this opportunity to learn how to empower your customer success organization with the essential tools required to survive in the uncertain future.

Report: The State of Customer Success 2024