TECHtonic: Trends in Technology and Services – Détails, épisodes et analyse

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TECHtonic: Trends in Technology and Services

Technology & Services Industry Association

Business & Entrepreneuriat

Technologie

Fréquence : 1 épisode/48j. Total Éps: 133

Join host Thomas Lah as he discusses shifts in the ever-changing technology industry with tech executives, researchers, and thought leaders who share their experience and provide their perspective and data on what companies should do to stay relevant, be profitable, and succeed.

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Données mises à jour le 12/07/2026

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130. Beyond Billable Hours in Professional Services with Certinia

Épisode 130

vendredi 10 juillet 2026 • Durée 34:09

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. They explore why traditional utilization-based business models are giving way to outcome-driven engagements, how AI is changing pricing, delivery, and workforce strategies, and why customer value must become the foundation of every services organization.

Deb shares practical insights from working with technology companies that are embracing AI to streamline delivery while empowering consultants to focus on strategic guidance, governance, and customer relationships. Together, they discuss the rise of Professional Services 2.0, the importance of measuring time-to-value and business outcomes, and what leaders must do today to build more scalable, profitable, and customer-centric services organizations.

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

Épisode 129

vendredi 26 juin 2026 • Durée 43:45

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, and generative AI across every department, leaders are discovering that AI costs don't arrive as a single invoice. They show up across GPUs, token consumption, cloud infrastructure, data platforms, and idle compute resources, making it difficult to understand whether AI investments are actually delivering business value.

In this episode of TECHtonic, TSIA Executive Director Thomas Lah sits down with Kunal Agarwal, CEO and co-founder of Unravel Data, to discuss why AI FinOps has become one of the most important disciplines for enterprise technology leaders. Kunal explains how organizations can optimize prompts, right-size AI models, eliminate wasted GPU capacity, and gain real-time visibility into the full AI technology stack. Together, they explore why AI should no longer be treated as a science experiment, how leading organizations are creating headroom to fund continued innovation, and why the companies that combine AI ambition with financial discipline will become tomorrow's AI-native market leaders.

If you're responsible for AI strategy, cloud operations, infrastructure, finance, or technology investments, this episode offers a practical roadmap for balancing innovation with profitability—and ensuring your AI initiatives deliver measurable business outcomes.

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

Épisode 128

vendredi 12 juin 2026 • Durée 36:46

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 what it actually takes to build an AI-driven post-sale organization. Agam shares how his team was drowning in over 40 fragmented customer health signals, leaving CSMs spending more time assembling data than acting on it. He then reveals how they used AI to consolidate those signals into a single, coherent view that reps could actually use.He also breaks down the SIGNAL framework, a six-part filter he developed to cut through a crowded AI vendor market and evaluate tools on source of truth, intelligence quality, go-to action, workflow fit, team-wide adoption, and continuous learning.

Discover how peer-driven "AI jams" drove grassroots adoption where top-down mandates failed, and why most AI tools fall short because they're sold like SaaS when AI behaves nothing like it. Don't miss this candid conversation on what separates AI deployments that move the needle from ones that just add another tool to the stack.

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

Épisode 131

vendredi 29 mai 2026 • Durée 43:15

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 deals that slip away long before anyone saw it coming.

In this episode of TECHtonic, TSIA Executive Director Thomas Lah sits down with Alok Shukla, CEO and co-founder of Funnel Story, to explore a new category of technology: the AI-powered revenue intelligence layer. Unlike traditional CRM dashboards that report on structured activity data in a single point in time, Funnel Story’s patented composite model combines structured data (usage, revenue, activity), unstructured conversational data (calls, emails, notes), and third-party market signals—then reverse-engineers your full historical timeline to train itself from day one. Median deployment time: less than a day.

Alok introduces the concept of “needle movers”—AI-detected early warning patterns that surface months before churn or expansion become visible to any human. He shares a compelling real-world example where signals from three different organizational levels (an executive conversation, a support ticket, and a CSM interaction) were silently pointing to competitive risk—patterns that only emerged because of historical churn analysis. Without the intelligence layer connecting those dots, the account would have been marked “healthy” right up until it churned.

Drawing on his 20+ years in cybersecurity (McAfee, Intel Security, Imperva), Alok makes a powerful analogy: the Security Operations Center went from 80% people / 20% tech to nearly the inverse over 20 years—and that transformation is now coming for revenue and CS organizations. The leaders who will thrive are those who start thinking now about what it means to manage a fleet of agents rather than a team of reps.

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

Épisode 126

vendredi 15 mai 2026 • Durée 01:02:25

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 customer engagement, professional services, support, sales, and education services.

Moderated by Thomas Lah and George Humphrey, the discussion dives into emerging business model trends shaping the technology industry, including forward-deployed engineers (FDEs), AI-native operating models, value realization frameworks, agentic workflows, outcome-based selling, and the evolving role of services organizations in driving revenue growth.

Panelists Kusal DeSilva of AptEdge, Prasad Sular of Certinia, Shari Cravens of HPE Digital Experience, Usman Nasir of Salesforce, Fotini Costopoulos of ServiceNow, and Kurt Kuelz of Siemens Digital Industries Software share real-world examples of how leading organizations are restructuring around customer outcomes, why services teams are playing an increasingly strategic role in the sales cycle, and the evolving skills technology professionals will need to thrive in an AI-first economy.

This candid, unscripted live discussion captures how leading companies are navigating one of the fastest technology shifts the services industry has ever experienced.

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

Épisode 125

vendredi 1 mai 2026 • Durée 34:55

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 a Service. As companies face mounting pressure to cut costs while still driving retention and growth, traditional customer success models are being pushed to their limits.

Michael shares how his experience scaling renewal operations and training services led to a broader, more holistic approach—helping organizations not just execute customer success, but design, optimize, and even outsource it. From building maturity assessments to leveraging AI for scalable success plans, the conversation dives into how companies can transform fragmented, underperforming CS functions into strategic growth engines.

If you’re grappling with churn, struggling to prove ROI, or wondering how to scale without adding headcount, this episode delivers practical insights and a fresh perspective on making customer success a true driver of business value.

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

Épisode 124

vendredi 17 avril 2026 • Durée 33:22

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 hardware company is transforming into a modern, recurring-revenue powerhouse.

From its origins as a spinout of HP to becoming a global leader in lab innovation, Agilent is redefining what it means to deliver value—not just through instruments, but through an integrated ecosystem of services, consumables, software, and digital experiences.

Angelica reveals how Agilent is:

Building a “flywheel” of recurring revenue across the entire lab lifecycle
Navigating increasingly complex buying personas and pricing models
Leveraging AI and digital tools to transform both customer support and internal operations
Shifting from selling products to delivering outcomes and workflow solutions

The conversation also explores the future of enterprise buying—where frictionless digital experiences, self-service support, and even AI-to-AI transactions are reshaping how customers engage.

If you're in tech, services, or any industry facing disruption, this episode offers a powerful look at how to evolve your business model for a world that demands more value, speed, and flexibility.

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

Épisode 123

vendredi 3 avril 2026 • Durée 35:17

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 industry heavy weights.

As AI reshapes the software landscape, Cormac shares how smaller, more agile companies are using it as a force multiplier, enabling lean teams to innovate faster, deliver smarter products, and “punch above their weight.” But technology alone isn’t the advantage.

The real differentiator? Customer intimacy and value realization.

Cormac dives into how Nitro leverages deep customer insights to uncover massive efficiency gains, like reducing document redaction from hours to seconds, and turning those insights into scalable, AI-powered solutions. The conversation explores why traditional software models are breaking down, how pricing is shifting toward outcomes, and why proving value is now the ultimate competitive edge.

You’ll also hear:

Why incumbents still hold power, and where they’re vulnerable
How AI is changing product development, pricing, and go-to-market strategies
The growing importance of trust, security, and transparency
Why the future belongs to companies that deliver outcomes, not just software

If you're navigating today’s rapidly evolving tech landscape, this episode offers a clear message: the winners won’t be the biggest—they’ll be the most agile, customer-focused, and value-driven.

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122. Staying Strategic in an AI-Driven Marketing World

Épisode 122

vendredi 20 mars 2026 • Durée 39:43

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 Macchi to unpack a bold AI manifesto that’s challenging how CMOs think about their role, and their future.

As AI rapidly takes over content creation, campaign execution, and analytics, marketing teams face a critical crossroads: evolve into a strategic powerhouse—or risk becoming a commoditized service function.

Kathy breaks down:

Why most marketing work is quickly becoming “context”, and what remains truly “core”
The dangerous trap of over-automation (and how it can quietly erode your brand)
How AI is reshaping roles, workflows, and even org structures
Why “more content” actually makes it harder to stand out
The rise of “Move 37 moments”, when AI forces professionals to rethink their value overnight

This isn’t just about marketing. It’s about how professionals stay relevant in a world where AI keeps raising the bar.

If you’re a CMO, marketer, or a business leader navigating AI disruption, this episode will challenge how you think about strategy, value, and the future of your role.

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121. Moving Beyond AI Experiments to Real Business Value

Épisode 121

vendredi 6 mars 2026 • Durée 44:16

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 and a machine learning pioneer who has worked in the field since the early 2000s. Sofi shares how the AI landscape has evolved from the early days of limited data and computing power to today’s generative AI boom, and why many companies are still struggling to move beyond experimentation.

They discuss why much of today’s AI investment may be chasing hype rather than solving meaningful problems. According to Sofi, the biggest opportunities lie not in generic generative AI tools, but in vertical, industry-specific solutions that tackle complex operational challenges—like quality control, document management, and other “boring” enterprise processes that can deliver massive ROI when optimized.

The conversation also dives into what it actually takes to make AI succeed inside organizations. From avoiding endless proof-of-concept projects to prioritizing change management and business ownership over IT-led initiatives, Sofi explains why delivering measurable value from day one is critical. For leaders trying to cut through the noise, this episode offers a practical roadmap for turning AI potential into real results.

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TECHtonic: Trends in Technology and Services – Détails, épisodes et analyse

Détails du podcast

Classements récents

Apple Podcasts

Spotify

Liens partagés entre épisodes et podcasts

Other28

Amazon3

Qualité et score du flux RSS

Historique des publications

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Podcasts Similaires Basées sur le Contenu

Podcasts Similaires Basées sur le Contenu

Other28

Amazon3

Apple Podcasts

Spotify