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In this episode of TECHtonic, TSIA Executive Director Thomas Lah sits down with Micah Remley, CEO of Robin, to unpack one of the most contentious workplace debates of our time: the future of remote, hybrid, and in-office work. With major tech players issuing return-to-office mandates, Micah shares why simply reopening the office doors isnât enoughâand why companies must be intentional about designing a hybrid experience that actually works.
From fixing hiring strategies and rethinking office space usage to leveraging real-time data and AI, this conversation dives deep into what makes a flexible work environment truly effective. Micah reveals how Robin has transformed its own workplace, and how companies can avoid the common pitfalls of poorly executed RTO strategies. If youâve ever asked, âWhy am I commuting just to sit on Zoom calls?â this oneâs for you.
Tune in to learn:
Why the real RTO debate is about redefining âhybridâHow intentional design creates vibrant, collaborative officesWhat data can tell you beyond just badge swipesWhy AI will make in-person work even more vitalWhether you're leading a team or rethinking your companyâs office strategy, this episode will give you the clarity and tools to make hybrid models succeed.
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In this episode of TECHtonic, host Thomas Lah is joined by Jeremy DelleTezze, TSIAâs Senior Vice President of Software Development and Analytics, for a grounded and insightful conversation about deploying AI inside a real enterprise. Lah and DelleTezze discuss the practical challenges TSIA has faced firsthandâdeciding whether to build or buy AI capabilities, navigating the myth of the all-powerful AI agent, addressing cultural resistance, and ensuring secure, well-defined data integration. This is not a story of hype, but of hard choices, real trade-offs, and lessons learned on the front lines.
Listeners will gain actionable takeaways on how to keep AI efforts focused through clearly scoped use cases, avoid complexity with targeted agents, and fine-tune models for high-value outcomes. DelleTezze also shares how existing teamsâwith the right mindsetâcan drive powerful AI transformation without the need of an entirely new skillset. Whether youâre early in your AI journey or refining your current approach, this episode delivers clarity, strategy, and inspiration.
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Join Thomas Lah, Executive Director and Executive Vice President of TSIA, and Steve De Marco, CEO of Provus, for a comprehensive look at the future of professional services quoting. In this episode of TECHtonic, Lah and De Marco explore how AI-powered Configure Price Quote (CPQ) tools are transforming outdated, spreadsheet-heavy quoting processes into streamlined, data-driven engines of growth.
From speed and margin clarity to machine learning-driven accuracy, this conversation unpacks the challenges of project-based professional services models and the breakthroughs that AI and guided quoting are enabling today. Whether you're still quoting in Excel, or striving for outcome-based pricing and recurring revenue models, this episode reveals why modern CPQ is no longer optionalâit's essential.
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In this high-impact episode, we're bringing you an exclusive recording from the TSIA World INTERACT 2025 conference, where Thomas Lah, Executive Director and Executive Vice President of TSIA, delivers a keynote that pulls no punches. Drawing from real-world experiences and TSIAâs latest research, Lah explores why legacy business models are on shaky groundâand what companies must do to break free from the powerful grip of inertia.
Through gripping stories, cheeky humor, and practical insights, Lah unpacks four major forces reshaping tech business models: the great workflow migration, the shrinking revenue cross, the premium on value realization, and the shift to model-driven revenue engines. Whether you're a C-suite exec or a frontline leader, this is your urgent call to reimagine operations before legacy models collapse beneath your feet.
From AI strategies to value communication, pricing challenges, and the threat of economic uncertainty (including the looming impact of tariffs), this episode is essential for anyone steering a tech organization through disruption. Recorded live at INTERACT 2025âdonât miss this raw, real, and revelatory session.
Want to stay ahead of the transformation curve? Join us at TSIA World ENVISIONâregister today to gain the insights and strategies you need to lead with confidence in times of rapid change.
TSIA Intelligence, make smarter, confident decisions instantly with the first AI built exclusively for technology services.
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We canât believe it â episode 100 of TECHtonic is here!
To celebrate this milestone, weâre revisiting some of the most insightful conversations Thomas has had with guests over the years. This highlight reel features powerful clips that showcase just how far weâve come â and the evolution of the conversations that are shaping our industry.
Curious to dive deeper into any of the full episodes you hear? Just scroll down to find the complete list:
Episode 13: Zone to WinEpisode 32: Hug the BearEpisode 49: Data-Driven Everything: A Conversation with John DeereEpisode 58: How Culture Drives Results: Insights from a Culture ScientistEpisode 76: Scaling Customer Success with AI: A Deep Dive with MicrosoftTSIA Takes: Salesforce and the Customer Success + Support Services ExperimentEpisode 82: Practical Ways to Unlock Revenue Growth with AIThank you for being part of the journey. We hope you enjoy these standout moments â and hereâs to the next 100 episodes of TSIA's TECHtonic!
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In this eye-opening episode of TECHtonic, TSIA Executive Director and Executive VP Thomas Lah sits down with Janice Lee, the new Education Services researcher at TSIA, to unpack the seismic shifts shaking up the education services landscape in the tech industry. From the rise of generative AI to the increasing demand for measurable business outcomes, this episode covers how ES leaders can not only surviveâbut thriveâamid the pressure to do more with less.
What You'll Learn:
How AI is transforming education servicesâfrom content development to adaptive learning experiences.Why âdoing more with lessâ doesn't mean cutting quality, but rethinking roles and amplifying human creativity.The rising importance of customer value realization and how ES can drive it.The truth about monetization: Why an overwhelming majority of TSIA members are charging for educationâand why your organization should too.A bold look at the future: Ambient learning, blurred service lines, and how ES will be seamlessly integrated into the customer journey.Whether you're an ES leader or instructional designer, this episode delivers insights with clarity and actionable strategies for the AI-powered services road ahead.
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In this episode of TECHtonic, host Thomas Lah, sits down with IBM Fellow Bala Rajaraman to explore the revolutionary role of AI in enterprise support services. From IBMâs early AI milestonesâbeating world chess champion Garry Kasparov in 1997 and winning Jeopardy! in 2011âto todayâs cloud-based AI models optimizing business workflows, IBM remains at the forefront of AI innovation.
Bala dives deep into how AI is reshaping support organizations, addressing customer experience, cost efficiency, and the evolving role of support engineers. They discuss AI-powered sentiment analysis, predictive insights, self-service solutions, and the growing need for AI-driven operational efficiency. With AI rapidly integrating into every process, businesses must navigate the balance between digital agents and human expertise while ensuring a seamless, high-value support experience.
Are you leveraging AI capabilities to redefine support?
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The future of customer support is hereâAI-powered, intelligent, and proactive. On this episode of TECHtonic, Thomas Lah chats with Krishna Raj Raja, CEO of SupportLogic, about how AI is reshaping support organizations. Krishna shares his story about founding SupportLogic, highlighting the power of AI-driven workflows, ambient intelligence, and predictive analytics in improving customer interactions. They discuss AIâs evolution from rule-based systems to decision intelligence, the role of sentiment analysis in preventing escalations, and the future of AI in enterprise workflows. If you're curious about the real-world impact of AI on customer support and how companies can leverage it for efficiency and growth, this is a conversation you need to hear!
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How is AI reshaping the relationship between marketing and sales? In this episode of TECHtonic, host Thomas Lah, EVP and Executive Director of TSIA, sits down with Kathy Macchi, EVP of Innovation at Inverta, to explore the seismic shifts happening in B2B marketing. Kathy breaks down how todayâs buyers rely on self-education and independent researchârendering traditional lead generation models like MQLs obsolete. Instead, success now hinges on multi-threaded engagement, AI-powered personalization, and a new, collaborative approach to Account-Based Marketing (ABM). Discover how revenue teams can leverage AI to deliver smarter, more effective outreach and create frictionless buying experiences. Donât miss this in-depth look into the future of B2B marketing!
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In this episode of TECHtonic, host Thomas Lah sits down with Steve Hallowell and Millie Beetham from ZoomInfo to explore how AI is dramatically altering B2B sales and professional services. From transforming sales teams into data-driven powerhouses to leveraging AI for predictive modeling and customer insights, they dive into the real-world applications reshaping go-to-market strategies. They also tackle the evolving role of professional services, uncovering how AI is streamlining project management, customer engagement, and request for proposal (RFP) responses.
Is your sales organization truly data-driven? Tune in for expert insights, actionable strategies, and a candid look at the future of AI in sales and professional services.
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In a world where competition is fierce, how do you stand out? On this episode of TECHtonic, host Thomas Lah sits down with Matt Kellso, Owner of Sagebrush Coffee, to explore what it takes to carve out a unique space in an overcrowded industry.
Starting from his garage in 2012, Matt has grown Sagebrush Coffee into a beloved brand by leveraging fresh roasting, data-driven operations, and a deep personal connection with coffee producers. From pricing strategies to Blue Ocean thinking, from leveraging technology to understanding the power of storytellingâthis episode is packed with insights that any company, whether in tech or coffee, can learn from.
How do you create a business that breaks through the noise? Tune in to hear how passion, strategy, and a willingness to pivot can help any company differentiate and thrive.
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During this episode of TECHtonic, TSIAâs Thomas Lah examines in detail the role AI is playing in transforming competitive analysis for sales teams. He is joined by Jason Smith, CEO and Co-founder of Klue, an AI-powered competitive intelligence platform. Together, they explore how machine learning and large language models (LLMs) are revolutionizing the way sales teams gather, synthesize, and leverage competitive insights. From enhancing battle cards with real-time data to empowering salespeople with actionable deal strategies, the conversation reveals how AI can speed up decision-making, improve win rates, and help companies stay ahead of their competition. Listen in to learn about the tools and tactics that can help your team adapt to the rapidly changing landscape of competitive intelligence, and hear firsthand how AI is set to shape the future of sales strategies.
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In this episode of TECHtonic, TSIA's Executive Director Thomas Lah sits down with longtime tech leader turned executive coach, Mary Cay Kosten, to explore the challenges and opportunities awaiting professionals in todayâs AI-driven landscape. From maintaining a positive âenergyâ mindset to knowing when itâs time to pivot your roleâor your entire careerâMary Cay draws on her breadth of experiences at Sun Microsystems, EMC, and Dell to guide you toward intentional, strategic decision-making. Tune in for practical tips on managing the rapid pace of change, prioritizing what matters to your leadership, and harnessing AIâs potential without losing sight of your own personal growth. If youâre ready to chart a resilient career path in the ever-evolving tech world, this is the conversation you wonât want to miss!
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Join Thomas Lah as he speaks with Andy Chinmulgund, CEO of Bruviti, to reveal how AI is transforming the operating models of field service organizations. In this episode, find out how AI-driven solutions like predictive analytics, parts prediction engines, and dynamic triage agents are revolutionizing field operations. From reducing truck rolls and optimizing spare parts management to enhancing technician expertise, the conversation unveils practical AI use cases that boost efficiency, customer satisfaction, and environmental impact.
Also, hear how AI makes field service careers more accessible and appealing to new generations, uncovers insights for better product design, and bridges the gap between service and product teams. If you're in field services, this episode is your gateway to the future of innovation and excellence.
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Are we finally moving past the AI hype and into its real-world impact? In this episode of TECHtonic, Thomas Lah, Executive Director and EVP of TSIA, sits down with Ron Green, Co-founder and CTO of KUNGFU.AI, to explore the critical questions shaping AI adoption today. Together, they uncover why AI is no longer just a buzzword but an essential tool for transforming companies right now.
From groundbreaking use cases like predicting breast cancer risk years in advance to practical applications like automating revenue forecasting and customer support, this conversation dives into the successes and pitfalls of deploying AI. Whether you're an executive grappling with ethical questions, or a business leader wondering where to begin, this episode provides actionable insights on accelerating ROI, building AI strategies, and understanding why this revolution is here to stay.
Stay tuned for an engaging, no-hype conversation that will help you cut through the noise and take your firstâor nextâstep into the AI-driven future.
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Host Thomas Lah engages with Chris Mele, Managing Partner at Software Pricing Partners, to explore the shifting paradigms of software pricing models. As AI and automation redefine the technological landscape, traditional user-based pricing is under scrutiny. Chris shares his extensive experience on why it's time to rethink legacy pricing strategies and how companies can optimize for profitability in today's market.
They discuss the three pillars of effective monetizationâlicensing, packaging, and pricingâand discuss the importance of aligning these with sales strategies and customer value perception. The conversation also tackles the challenges posed by AI, the pitfalls of discounting, and the need for data-driven, sophisticated pricing models.
Listen in to discover actionable insights on transforming your pricing approach to not only survive but thrive in the evolving tech industry. Are your current pricing models optimized to maximize profitability? Find out in this insightful conversation.
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Join us for a live, insightful keynote session from TSIA World Envision with Thomas Lah, Executive Director and Executive Vice President of TSIA.
Thomas explores the transformative power of AI in revenue generation. Discover how cutting-edge AI use cases can supercharge your workflows, driving revenue growth and enhancing customer experiences. Learn how to leverage AI to improve lead qualifications, manage renewal risks, and position your offers more effectively.
Don't miss this opportunity to stay informed on the latest breakthroughs, insights, and innovative solutions that could transform your business. Join us to discover how AI can dramatically enhance your revenue workflows and redefine your approach to revenue generation.
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Thomas sits down with Dan Balcauski, an expert in pricing strategy for enterprise software and the Founder of Product Tranquilty. Together, they examine the shifting landscape of B2B software pricing, particularly as traditional per-user models face new challenges due to the rise of AI and a growing emphasis on profitability.
Dan shares his insights on how long-standing pricing models are being disrupted, and why businesses need to reconsider how they charge for their products. He discusses the evolving role of pricing metrics, offering alternatives that better reflect the value delivered to customers. From adapting pricing structures to understanding how to align costs with real customer outcomes, this conversation provides a deep dive into the strategic shifts necessary for companies to stay competitive in todayâs AI-driven market.
If you are looking to future-proof your pricing strategy and stay ahead in the rapidly changing technology AI-landscape, this episode is full of practical insights and forward-thinking advice. Join us for a thorough discussion on key strategies to consider for optimizing your pricing in the AI B2B software world.
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During this episode of TECHtonic, host Thomas Lah has a compelling conversation with Kelley Jarrett, SVP of Revenue Strategy, Operations, and Enablement at ThoughtSpotâan AI-powered analytics platform. They discuss how AI is transforming revenue generation workflows and operational efficiency within organizations.
Kelly shares her unique insights on leveraging AI for quick, data-driven decision-making, highlighting real-world use cases across industries like retail, healthcare, and aviation. She discusses ThoughtSpot's journey from an on-premise solution to a SaaS model embracing AI, and how this evolution is enabling businesses to unlock unprecedented value from their data.
Listen in to discover how AI can be a game-changer in reducing costs, accelerating growth, and driving revenue excellence.
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In this episode, Thomas finally finds the person heâs been searching for: Mike Fouts, Chief Business Officer at ShareFile, who speaks to how AI and data are revolutionizing the sales function in technology companies. Mike shares his hands-on experience leading a digital-first, data-driven transformation at ShareFile, including detailing how AI is being used to predict renewals, drive customer engagement, and reshape the traditional go-to-market model.
From verticalizing sales strategies to automating customer interactions and leveraging data to predict churn and expansion opportunities, Mike explains how the integration of AI is making sales teams smarter and more efficient. With insights on evolving sales roles, data modeling, and the future of B2B transactions, this episode is packed with actionable takeaways for revenue leaders looking to stay ahead in a rapidly changing market.
Listen in to learn how your company can embrace AI and data to innovate its sales strategy and drive revenue growth!
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