Topics discussed in this episode

• How did Mark discover the MSP niche, and how he fell in love with them? 01:37
• Why MSP technicians need some assistance in sharpening their emotional quotient. 05:10
• Key practices to ensure your customer experience is in place. 06:40
• The business impact of providing a great customer experience. 08:00
• Retaining the 'human' element in the age of bots, AI and automation. 09:25
• On MSPs producing content that engages their audience. 13:10
• Tactical advice on leveraging customer experience as a growth lever. 15:46

The team that made this episode possible

• Praveen Ramesh, who leads product marketing and growth.
• Monica Maria, who leads the content marketing and editorial efforts.
• Karthikeyan Ganesh, who designs everything you see on our website.
• Kanagaraj Subramaniam, who built everything on this podcast page.

What you will learn

• Why 'human customer service' is a growth lever MSPs don't leverage.
• The importance of customer experience for MSP technicians.
• How can you bring customer experience in the age of bots, automation, and AI.
• Tactical advice on using customer experience as a growth lever.