TECHtonic: Trends in Technology and Services

136. Proving the Promise Through Customer Value Management

Technology providers have mastered the art of selling value, but too often struggle to prove it after the deal is signed. In this episode of TSIA’s TECHtonic, Thomas Lah

135. AI on Autopilot: Where Humans Still Belong in the Cockpit

AI is creating a new question for managed services: what happens when the work itself becomes software-driven? On this episode of TSIA’s TECHtonic, Thomas Lah talks with

134. Rewriting the Rules of SaaS Value

AI is forcing technology companies to rethink what customers are actually paying for, and how they prove the value they deliver. On this episode of TSIA’s TECHtonic, Tho

133. Beyond the Blunt Instrument: Why “It Hallucinated” Isn't an Answer

What happens when an AI agent fails, and how can enterprises prove they saw it coming? On this episode of TSIA’s TECHtonic, Thomas Lah takes on one of the most important

132. Rerouting Around the Accident to Build a New Revenue Model

Thomas Lah opens the episode by describing TSIA's model-driven revenue engine framework: using AI to monitor every customer touchpoint in real time instead of running rev

131. Psychological Safety Is Your AI Strategy

Thomas Lah welcomes social psychologist Sarah DiMuccio to talk about the human side of AI transformation. They dig into why AI adoption triggers anxiety across every role

130. Beyond Billable Hours in Professional Services with Certinia

In this episode of TECHtonic, Thomas Lah welcomes Deb Ashton, Founder of Certinia, for a conversation about the transformation of professional services in the age of AI.

129. The AI Bill Is Coming Due: Making Enterprise AI Profitable

AI is changing everything—but there's one part of the conversation many organizations still aren't having: the economics. As enterprises race to deploy copilots, agents,

128. SIGNAL Over Noise: AI, Convergence, and the End of Siloed Service

In this episode of TECHtonic, host Thomas Lah, EVP and Executive Director of TSIA, sits down with Agam Vasani, former SVP of Customer Experience at LeanData, to explore w

127. Your Customers Have Been Telling a Story. AI Can Finally Read It.

Your CRM knows what happened. It doesn’t know why—or what’s about to happen next. That gap is costing revenue teams millions in preventable churn, missed expansion, and d

126. Live from the 2026 TSIA Board Summit: Executive Leaders Debate the Future of Services

Recorded live at the May 2026 TSIA Board Summit, this executive panel brings together technology and services leaders to explore how AI is transforming the future of cust

125. Outsourcing Impact: A New Playbook for Customer Success Leaders

In this episode of TECHtonic, Thomas Lah of TSIA sits down with Michael Harnum, CEO of ESG Success, to unpack a bold idea reshaping the tech industry: Customer Success as

124. Science Meets Strategy: Inside Agilent’s Growth Engine

In this episode of TECHtonic, host Thomas Lah sits down with Angelica Riemann, SVP and President of the CrossLab Group at Agilent Technologies, to unpack how a legacy har

123. How to Beat Bigger Competitors (Without Bigger Teams)

In this episode of TECHtonic, Thomas Lah sits down with Cormac Whelan, CEO of Nitro Software, to unpack what it really takes to compete, and win, when you’re up against i

122. Staying Strategic in an AI-Driven Marketing World

What happens when AI can do almost everything marketing teams used to own? In this thought-provoking episode of TECHtonic, Thomas Lah chats with marketing leader Kathy M

121. Moving Beyond AI Experiments to Real Business Value

AI is everywhere. So where is the real business value? In this episode of TECHtonic, TSIA’s Thomas Lah speaks with Sofi Elfving Hallberg, CEO and co-founder of Substorm a

120. AI vs. Renewal vs. Churn: Who Wins in 2026?

Net revenue retention is under pressure. SaaS growth has slowed. Sales and marketing budgets are shrinking. And AI is forcing companies to rethink everything, from seat-b

119. How Leaders Turn AI Into Compounding Business Value

AI is no longer a distant promise, it’s actively reshaping how work gets done. But the biggest differentiator between companies that thrive and those that fall behind isn

118. Are Micro Verticals the Key to AI Profitability?

In the AI era, enterprise technology companies face a hard truth: generic platforms no longer win. Profitable growth now depends on delivering specific business outcomes,

TSIA Takes: Gainsight on How to Redefine Customer Success

On this episode of TECHtonic, Thomas asks hard questions about the shifting landscape of customer success with Nick Mehta, CEO of Gainsight. Inspired by a provocative cha