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99. From Cost Center to Value Driver: The New ES Reality
Manage episode 476402330 series 3416195
Content provided by Vanessa Lucero and Services Industry Association. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Vanessa Lucero and Services Industry Association or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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 survive—but thrive—amid the pressure to do more with less.
What You'll Learn:
- How AI is transforming education services—from content development to adaptive learning experiences.
- Why “doing more with less” 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 education—and 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.
105 episodes
ShareManage episode 476402330 series 3416195
Content provided by Vanessa Lucero and Services Industry Association. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Vanessa Lucero and Services Industry Association or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
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 survive—but thrive—amid the pressure to do more with less.
What You'll Learn:
- How AI is transforming education services—from content development to adaptive learning experiences.
- Why “doing more with less” 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 education—and 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.
105 episodes
All episodes
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TECHtonic: Trends in Technology and Services
1 102. Quoting the Future: AI, CPQ, and the PS Profit Revolution 46:38
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Play Later Play Later Lists Like LikedJoin 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 optional—it's essential.…
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TECHtonic: Trends in Technology and Services
1 101. TSIA World INTERACT - Four Forces Changing Tech Business Models 39:13
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Play Later Play Later Lists Like LikedIn 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 TSIA’s latest research, Lah explores why legacy business models are on shaky ground—and 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 2025—don’t miss this raw, real, and revelatory session. Want to stay ahead of the transformation curve? Join us at TSIA World ENVISION —register 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. Discover the benefits of benchmarking with Performance Optimizer .…
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TECHtonic: Trends in Technology and Services
We can’t believe it — episode 100 of TECHtonic is here! To celebrate this milestone, we’re 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 we’ve come — 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 Win Episode 32: Hug the Bear Episode 49: Data-Driven Everything: A Conversation with John Deere Episode 58: How Culture Drives Results: Insights from a Culture Scientist Episode 76: Scaling Customer Success with AI: A Deep Dive with Microsoft TSIA Takes: Salesforce and the Customer Success + Support Services Experiment Episode 82: Practical Ways to Unlock Revenue Growth with AI Thank you for being part of the journey. We hope you enjoy these standout moments — and here’s to the next 100 episodes of TSIA's TECHtonic!…
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TECHtonic: Trends in Technology and Services
1 99. From Cost Center to Value Driver: The New ES Reality 43:24
43:24 Play Later Play Later Lists Like Liked43:24
Play Later Play Later Lists Like LikedIn 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 survive—but thrive—amid the pressure to do more with less. What You'll Learn: How AI is transforming education services—from content development to adaptive learning experiences. Why “doing more with less” 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 education—and 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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TECHtonic: Trends in Technology and Services
1 98. IBM & AI: Redesigning Support for the Future 45:26
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Play Later Play Later Lists Like LikedIn 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 IBM’s early AI milestones—beating world chess champion Garry Kasparov in 1997 and winning Jeopardy! in 2011—to today’s 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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TECHtonic: Trends in Technology and Services
1 97. The Power of Ambient AI in Customer Support 39:39
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Play Later Play Later Lists Like LikedThe future of customer support is here—AI-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 AI’s 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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TECHtonic: Trends in Technology and Services
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 today’s buyers rely on self-education and independent research—rendering 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. Don’t miss this in-depth look into the future of B2B marketing!…
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TECHtonic: Trends in Technology and Services
1 95. AI-Driven Sales and Professional Services: Insights from ZoomInfo 45:12
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Play Later Play Later Lists Like LikedIn 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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TECHtonic: Trends in Technology and Services
1 94. Building a Business in a Competitive Market – Lessons from Specialty Coffee 37:14
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Play Later Play Later Lists Like LikedIn 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 storytelling—this 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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TECHtonic: Trends in Technology and Services
1 93. How the Future of Competitive Analysis is Redefining Sales Strategy 42:26
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Play Later Play Later Lists Like LikedDuring this episode of TECHtonic, TSIA’s 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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TECHtonic: Trends in Technology and Services
1 92. Navigating the Next Phase of Your Tech Career 44:41
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Play Later Play Later Lists Like LikedIn 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 today’s AI-driven landscape. From maintaining a positive “energy” mindset to knowing when it’s time to pivot your role—or your entire career—Mary 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 AI’s potential without losing sight of your own personal growth. If you’re ready to chart a resilient career path in the ever-evolving tech world, this is the conversation you won’t want to miss!…
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TECHtonic: Trends in Technology and Services
1 91. The Future of Field Services: Harnessing AI for Precision and Productivity 38:59
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Play Later Play Later Lists Like LikedJoin 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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TECHtonic: Trends in Technology and Services
1 90. Excellence in AI: How Small Victories Drive Major Success 41:56
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Play Later Play Later Lists Like LikedAre 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 first—or next—step into the AI-driven future.…
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TECHtonic: Trends in Technology and Services
1 89. Achieve Faster Deal Velocity Through Maximized Pricing Profitability 49:35
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Play Later Play Later Lists Like LikedHost 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 monetization—licensing, packaging, and pricing—and 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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TECHtonic: Trends in Technology and Services
1 88. AI and Revenue Generation - Transformative Use Cases for Tech Companies 23:30
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Play Later Play Later Lists Like LikedJoin 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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