In a recent discussion, TSIA's Thomas Lah and Sean Morton, SVP of Professional Services for Trellix, delve into the critical challenges facing enterprise technology today, including the relentless threats of ransomware, the scarcity of IT security professionals, and the overwhelming complexity of IT software tools. Sean breaks down these challenges, shedding light on the paramount issues that demand attention in the tech security landscape.

Thomas and Sean touch on key topics such as:

• The ongoing role Trellix plays in ensuring seamless customer experiences paints a vivid picture of how the company continues to support clients through post-implementation.
• The future of professional services and how the role will evolve in response to the changing technological landscapes.
• How Sean's past "product experience" roles have shaped his approach to professional services, and what unique insights and strategies he's brought to the table as a result of blending product expertise with service excellence.

Join us as Sean unpacks the intricate tapestry of technology, unveiling the secrets behind Trellix's success and offering a glimpse into the future of IT security, professional services, and the evolving landscape of SaaS companies.

With a wealth of practical expertise between them, TSIA's Thomas Lah and George Humphrey, Distinguished VP & Managing Director of Offering and Delivery Research, delve into the transformative impact of AI on technology business models. They focus on three pivotal dimensions:

• Data-Driven Decision-Making
• Efficiency and Cost Reduction
• Enhanced Customer Experience

Emphasizing the urgency for companies to effectively organize around AI, they discuss the risks of stagnation in the face of rapid technological advancements. They stress the need for proactive strategies and highlight the potential dangers of irrelevance and diminished competitiveness for companies that fail to strategically embrace AI-driven transformations.

Take the first step on the Enterprise AI in Technology and Service Operations Research Journey by completing the TSIA Quick Poll: Organizing for AI Success, enabling leaders to remain at the forefront of how AI is reshaping the technology industry. Gain valuable insights, stay informed, and be part of the transformative conversation that is shaping the landscape of technology businesses worldwide.

TSIA World ENVISION closed with J.B. Wood, President & CEO, and Thomas Lah, Executive Director and Executive VP at TSIA, discussing reflections and insights from our week together, and exploring the benefits of Silo Busting for Profits and Growth. From key takeaways and the most impactful breakout session presentations to the pulse from countless conversations with attendees throughout the week, this framing conversation will add depth and insights to the content that was presented. What resonated? What assumptions were validated or fell flat? Listen now to stay ahead of current trends that are forming and driving the technology industry today.

In this episode, host Thomas Lah interviews Rashellee Herrera, founder and president at CPA firm RNB Capital, who focuses on helping CEOs optimize the financial performance of their SaaS businesses. She provides an expert take on today’s SaaS environment, what SaaS companies can do to protect cash flow, and the common mistakes that many SaaS companies make.

Rashellee and Thomas discuss financial health metrics for SaaS businesses, as well as:

• Financial and business connections that executive teams must understand
• The top practices that profitable companies are implementing today
• Areas of risk assessment that CFOs may not be looking at
• The current economic environment for SaaS companies

Tech companies everywhere are being challenged to grow recurring service revenues and scale customer success to nurture these recurring revenues. Today, TECHtonic host, Thomas Lah, is joined by Grad Rosenbaum, VP of Global Customer Success at HP Inc., to discuss these challenges, which are central to our current Research Journey, Protecting and Growing Your Customer Base.

In this episode, Lah and Rosenbaum discuss the development of customer success at HP, the roles of sales and customer success in the expansion and renewal motions, and cost-effectively scaling customer success.

Ready to learn more? Keep up to date on this subject by subscribing to TSIA's Research Journey, Protecting and Growing Your Customer Base today!

After years of focusing on growth at any cost, SaaS companies are now being forced to balance growth with improved profitability. Abbas Haider Ali, VP of customer success at GitHub and SaaS advisor and investor, believes that this pivot is creating a moment of truth for customer success organizations.

Today, Ali talks to TSIA’s Thomas Lah about his experience as an investor and customer success executive, and what he sees in the customer success landscape today. They discuss topics such as:

• Key questions that customer success executives must ask themselves and their teams to be successful

• The current customer success landscape
• Key levers that customer success organizations must pull to improve profitability
• Vital telemetry for customer success today
• The possibilities of AI for customer success

Today on TECHtonic, we dive into the role of customer success in a profitable software business model with Mike Flannagan, corporate vice president of global customer success at Microsoft.

Mike and host Thomas Lah discuss what customer success entails today and how organizations can get it right, answering questions such as:

• How has customer success changed over the past few years?
• How can companies leverage data and analytics in terms of helping customers achieve business objectives?
• What is the role of AI in delivering customer success?
• What does the digital experience look like for larger, more complex customers?
• What should somebody newer to customer success or customer success leadership be thinking about?

Today’s tech companies are struggling with the question of how to maintain corporate culture in a world where the workforce is rapidly evolving. But how do we define culture, and what are its effects?

This week, we tackle the tricky topic of corporate culture with Culture Partners’ Chief Scientist of Workplace Culture, Jessica Kriegel, discussing such critical topics as:

• What defines company culture
• How culture drives results
• Elements of a strong or weak corporate culture
• What virtual work means for culture
• How leaders drive company culture
• Managing a multi-generational workforce

Catch Jessica at TSIA World ENVISION this October 16-18! Her keynote will demystify corporate culture, providing attendees with an inspired perspective on achievable culture transformation and four actionable steps for cultivating an intentional culture that strengthens business strategy and performance.

Shally Stanley, SVP of Global Delivery at Salesforce, joins us on TECHtonic to discuss the future of the professional services function within technology providers. In this episode, we cover topics such as:

• How companies are breaking down silos between professional services, customer success, and support
• KPIs and future metrics for success in professional services
• How companies are pricing and packaging professional services offers
• The impact of AI and data on consulting and professional services
• The market’s current demand for customized offers