TECHtonic: Trends in Technology and Services

Jillian Alexander, Global Vice President of Learning Services at OpenText, guides Thomas Lah through the significant impact of a straightforward, manageable, and focused AI deployment strategy, which leads to strong ROI benefits that simply cannot be ignored.

A few key topics that Thomas and Jillian discuss include:

• The core AI capabilities that OpenText has leveraged for content development.
• The clear and less obvious benefits of being an early AI adopter.
• Which KPIs to focus on if you want to demonstrate to senior leadership that there is no ambiguity in the ROI of your AI deployment.

At the end of the day, there's a linchpin throughout the conversation that might be the most overlooked piece to build a successful AI strategy. This episode is truly focused on the essential AI stepping stones necessary for everyone, regardless of how far along the AI deployment path you are.

Join us in the latest episode of "TECHtonic" as we delve into the evolving world of technology support models with TSIA's Distinguished Vice President of Support and Field Services Research, Vele Galovski. In this conversation, Thomas and Vele offer a unique blend of insights and perspectives on the current and future state of technology support.

They begin with the dramatic shifts observed in 2023, marked by divergent perspectives in the industry, including the bifurcation of corporate responses to economic conditions.

Then they talk through the crucial role of support in driving growth, emphasizing the importance of viewing support as a strategic differentiator and an engine for customer satisfaction, while addressing the ongoing challenge of scaling service delivery and monetizing support.

The highlight of the discussion is around AI's role in transforming support services. Vele introduces the concept of 'AI Base Campers' and 'AI Mountaineers,' explaining how companies are positioned in terms of AI readiness and adoption. He provides insightful statistics and real-world examples to illustrate how different organizations are leveraging AI to enhance support services, improve efficiency, and scale operations.

This is a must-listen for anyone interested in the intersection of technology, support services, and AI business strategy!

Dive deep into the dynamic world of technology channel partners with TECHtonic's host, Thomas Lah, and Jay McBain, Chief Analyst of Channels, Partnerships & Ecosystems at Canalys.

During this conversation, Thomas and Jay explore the evolving role of channel partners in technology business models, particularly in the context of 'as-a-service' offerings. They focus on key points such as:

• The shift from traditional transactions to non-transactional moments, emphasizing the partner's lifetime value in subscription models.
• The critical role partners play in the 'as-a-service' landscape, adapting to changing buyer demographics.
• The essential nature of managed services in the 'as-a-service' model, with the linchpin being continuous customer support and success.
• How transparent data sharing between partners and providers fosters stronger trust and collaborations for improved customer outcomes.

Tune in to understand the breadth of the expanding landscape of the technology business channel, with actionable insights vital to your ecosystem's success.

Research Report: The Real State of Profitable SaaS - Abriged

Historically, Customer Success organizations have relied on inconsistent metrics, lacking a unified framework for assessing renewals and expansions. Simultaneously, the common practice of using NPS is dwindling, with fewer companies finding it effective in gauging customer value. With this, the critical question arises: What should CS orgs prioritize to define improvement and success for both themselves and their customers?

In this episode, we not only talk about the “what” but also dive even deeper and explore the 'how,' with telemetry being the key that unlocks both parts of the Customer Success equation.

Revolutionize your approach within your Customer Success organization by listening to this thought-provoking conversation from leaders Jim Roth, VP, Customer Support at Salesforce, TSIA's Stephen Fulkerson, VP, Customer Success Research, and TECHtonic host, Thomas Lah, Executive Director and EVP.

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!