TECHtonic: Trends in Technology and Services

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

03 Apr 2026

Contributed by Lukas

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...

122. Staying Strategic in an AI-Driven Marketing World

20 Mar 2026

Contributed by Lukas

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

Moving Beyond AI Experiments to Real Business Value

06 Mar 2026

Contributed by Lukas

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...

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

20 Feb 2026

Contributed by Lukas

Net revenue retention is under pressure. SaaS growth has slowed. Sales and marketing budgets are shrinking. And AI is forcing companies to rethink eve...

119. How Leaders Turn AI Into Compounding Business Value

06 Feb 2026

Contributed by Lukas

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

118. Are Micro Verticals the Key to AI Profitability?

23 Jan 2026

Contributed by Lukas

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

117. The AI EconomicsTM Experts React to What Enterprise Tech Isn’t Saying Out Loud

09 Jan 2026

Contributed by Lukas

AI is no longer a technology conversation, it’s an economic reckoning.In this episode of TECHtonic, TSIA’s Thomas Lah is joined by J.B. Wood and G...

116. The AI Last Mile: How AptEdge Is Redefining Enterprise Support

05 Dec 2025

Contributed by Lukas

B2B enterprises are overwhelmed by complexity, and AI is finally promising the breakthrough they’ve been chasing for years. On this episode of TECHt...

115. Accomplishing Field Service Excellence with Trust, Transparency, and Delivery

21 Nov 2025

Contributed by Lukas

In this power-packed episode of TECHtonic, TSIA Executive Director Thomas Lah speaks to Rajat Shah, Vice President of Services at Tetra Pak, for a rar...

114. When AI Becomes the Strategy, Not the Tool

07 Nov 2025

Contributed by Lukas

TSIA Executive Director Thomas Lah sits down with Satya Gunampalli, Founder & CEO of G5 InfoTech, to explore how AI is not just enhancing workflow...

113. What AI-Native Startups Teach Us About Enterprise Evolution

24 Oct 2025

Contributed by Lukas

In this episode of TECHtonic, host Thomas Lah, Executive Director of TSIA, speaks to Doug Duker, Global Leader of Customer Success at You.com, to unpa...

112. Modern Support at Scale

10 Oct 2025

Contributed by Lukas

In this episode of TECHtonic, TSIA’s Executive Director and EVP Thomas Lah sits down with Alex Console, SVP of Global Support Services at Teradata, ...

111. AI, Customer Success, and the Blurring Lines of Services

26 Sep 2025

Contributed by Lukas

In this episode of TECHtonic, TSIA’s Executive Director and EVP, Thomas Lah, sits down with Srikrishnan Ganesan, Co-founder and CEO of Rocketlane, t...

110. Rewriting the Rules of Work with Workday AI

12 Sep 2025

Contributed by Lukas

In this episode of TECHtonic, host Thomas Lah sits down with Shane Luke, VP of Workday AI, to explore how artificial intelligence is reshaping the way...

109. The Future Belongs to Adaptive Expertise

29 Aug 2025

Contributed by Lukas

As AI transforms how knowledge workers operate, the challenge isn’t just adopting new tools—it’s rethinking how we learn, adapt, and thrive. In ...

108. Boring AI That Wins Big in the XaaS World

15 Aug 2025

Contributed by Lukas

In this episode of TECHtonic, TSIA’s Thomas Lah sits down with Ray Meiring, CEO of QorusDocs, to explore how AI is revolutionizing SaaS business mod...

107. AI Isn’t Just a Feature It’s a Go-to-Market Strategy

01 Aug 2025

Contributed by Lukas

In this episode of TECHtonic, host Thomas Lah is joined by Wendy Wooley, VP of Customer Experience and Strategic Programs at ScienceLogic, to explore ...

106. No Seats Just Value as Docusign Redefines Customer Success

18 Jul 2025

Contributed by Lukas

In this episode of TECHtonic, TSIA’s Thomas Lah sits down with Kelly Morgan, Chief Customer Officer at Docusign, to unpack how one of the world’s ...

105. End of the Gut: AI Is the New Sales Instinct

04 Jul 2025

Contributed by Lukas

In this episode of TECHtonic, TSIA’s Executive Director and EVP Thomas Lah is joined by Chris Albro and Chad O’Connor, co-CROs at People.ai, for a...

104. The Future of the Office is Intentional

20 Jun 2025

Contributed by Lukas

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 work...

103. No Hype Just Stategy Real Lessons From Deploying AI in the Enterprise

06 Jun 2025

Contributed by Lukas

In this episode of TECHtonic, host Thomas Lah is joined by Jeremy DelleTezze, TSIA’s Senior Vice President of Software Development and Analytics, fo...

102. Quoting the Future: AI, CPQ, and the PS Profit Revolution

23 May 2025

Contributed by Lukas

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...

101. TSIA World INTERACT - Four Forces Changing Tech Business Models

09 May 2025

Contributed by Lukas

In this high-impact episode, we're bringing you an exclusive recording from the TSIA World INTERACT 2025 conference, where Thomas Lah, Executive Direc...

100. Highlights From the Best of TECHtonic

25 Apr 2025

Contributed by Lukas

We can’t believe it — episode 100 of TECHtonic is here!To celebrate this milestone, we’re revisiting some of the most insightful conversations T...

99. From Cost Center to Value Driver: The New ES Reality

11 Apr 2025

Contributed by Lukas

In this eye-opening episode of TECHtonic, TSIA Executive Director and Executive VP Thomas Lah sits down with Janice Lee, the new Education Services re...

98. IBM & AI: Redesigning Support for the Future

28 Mar 2025

Contributed by Lukas

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 ...

97. The Power of Ambient AI in Customer Support

14 Mar 2025

Contributed by Lukas

The future of customer support is here—AI-powered, intelligent, and proactive. On this episode of TECHtonic, Thomas Lah chats with Krishna Raj Raja,...

96. The AI-Powered Future of B2B Marketing

28 Feb 2025

Contributed by Lukas

How is AI reshaping the relationship between marketing and sales? In this episode of TECHtonic, host Thomas Lah, EVP and Executive Director of TSIA, s...

95. AI-Driven Sales and Professional Services: Insights from ZoomInfo

14 Feb 2025

Contributed by Lukas

In this episode of TECHtonic, host Thomas Lah sits down with Steve Hallowell and Millie Beetham from ZoomInfo to explore how AI is dramatically alteri...

94. Building a Business in a Competitive Market – Lessons from Specialty Coffee

31 Jan 2025

Contributed by Lukas

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 Sageb...

93. How the Future of Competitive Analysis is Redefining Sales Strategy

17 Jan 2025

Contributed by Lukas

During this episode of TECHtonic, TSIA’s Thomas Lah examines in detail the role AI is playing in transforming competitive analysis for sales teams. ...

92. Navigating the Next Phase of Your Tech Career

03 Jan 2025

Contributed by Lukas

In this episode of TECHtonic, TSIA's Executive Director Thomas Lah sits down with longtime tech leader turned executive coach, Mary Cay Kosten, to exp...

91. The Future of Field Services: Harnessing AI for Precision and Productivity

06 Dec 2024

Contributed by Lukas

Join Thomas Lah as he speaks with Andy Chinmulgund, CEO of Bruviti, to reveal how AI is transforming the operating models of field service organizatio...

90. Excellence in AI: How Small Victories Drive Major Success

22 Nov 2024

Contributed by Lukas

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, s...

89. Achieve Faster Deal Velocity Through Maximized Pricing Profitability

08 Nov 2024

Contributed by Lukas

Host Thomas Lah engages with Chris Mele, Managing Partner at Software Pricing Partners, to explore the shifting paradigms of software pricing models. ...

88. AI and Revenue Generation - Transformative Use Cases for Tech Companies

25 Oct 2024

Contributed by Lukas

Join us for a live, insightful keynote session from TSIA World Envision with Thomas Lah, Executive Director and Executive Vice President of TSIA. Thom...

87. How to Navigate The Future of B2B Software Pricing

11 Oct 2024

Contributed by Lukas

Thomas sits down with Dan Balcauski, an expert in pricing strategy for enterprise software and the Founder of Product Tranquilty. Together, they exami...

86. Rapid AI-Powered Revenue Excellence

27 Sep 2024

Contributed by Lukas

During this episode of TECHtonic, host Thomas Lah has a compelling conversation with Kelley Jarrett, SVP of Revenue Strategy, Operations, and Enableme...

85. The Metrics That Matter: How AI Is Reshaping Sales in Tech

13 Sep 2024

Contributed by Lukas

In this episode, Thomas finally finds the person he’s been searching for: Mike Fouts, Chief Business Officer at ShareFile, who speaks to how AI and ...

84. Applying the AI First Mentality to Revenue Generation

30 Aug 2024

Contributed by Lukas

Are you effectively leveraging AI in your workflows? As Thomas continues the AI research journey, AI Use Cases for Generating Revenue, he reveals the ...

83. The Hard Truth About Mastering Change Management

16 Aug 2024

Contributed by Lukas

In this episode of TECHtonic, Thomas Lah welcomes Dr. Jessica Kriegel, Chief Scientist of Workplace Culture at Culture Partners. In light of today’s...

82. Practical Ways to Unlock Revenue Growth with AI

02 Aug 2024

Contributed by Lukas

The transformative potential of AI in the technology industry is driving companies focus on growth without significantly increasing their sales and ma...

TSIA Takes: Gainsight on How to Redefine Customer Success

26 Jul 2024

Contributed by Lukas

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

81. Connecting the Dots: How Technology Providers Prove Their Business Value

19 Jul 2024

Contributed by Lukas

Join Thomas Lah and Chad Quinn, CEO of Ecosystems in an engaging episode of the TECHtonic podcast. Chad shares his insights on helping technology prov...

TSIA Takes: Salesforce and the Customer Success + Support Services Experiment

12 Jul 2024

Contributed by Lukas

Join us for the first episode of TSIA Takes, a limited TECHtonic podcast series. During this series, Thomas Lah dives deep into the pivotal question: ...

80. Infor’s Guide to Future-Proofing Your Customer Success

05 Jul 2024

Contributed by Lukas

Join us for a captivating episode of TECHtonic, where Thomas Lah sits down with Mari Cross, Chief Customer Officer at Infor. In this insightful discus...

79. Transformation and Innovation with Maptek's CEO

21 Jun 2024

Contributed by Lukas

In this episode host Thomas Lah sits down with Eduardo Coloma, the CEO of Maptek, a leading provider of software and hardware solutions for the mining...

78. Unleashing the Power of AI in Educational Content Creation

07 Jun 2024

Contributed by Lukas

Join Thomas Lah in the latest episode of TECHtonic as he delves into the transformative power of AI in educational content creation. In this episode, ...

77. Executive Panel: Deploying AI to Optimize Customer Outcomes and Financial Results

24 May 2024

Contributed by Lukas

Artificial Intelligence (AI) and Generative AI (Gen-AI) have the potential to transform insights, processes and provide a competitive edge for B2B tec...

76. Scaling Customer Success with AI: A Deep Dive with Microsoft

10 May 2024

Contributed by Lukas

Host Thomas Lah welcomes David Judge, Partner, General Manager Global Customer Success at Microsoft, to explore the transformative impact of artificia...

75. Informatica’s Digital First Customer Experience

26 Apr 2024

Contributed by Lukas

This May, TSIA will host our INTERACT conference in Orlando, showcasing an engaging panel discussion on deploying and optimizing AI hosted by Thomas L...

74. Crossing the Rubicon of Infrastructure Profitability

12 Apr 2024

Contributed by Lukas

73. The Art of Using AI to Build a Seamless Customer Experience with Dell

29 Mar 2024

Contributed by Lukas

This May, TSIA will host our INTERACT conference in Orlando, featuring a special closing keynote by Doug Schmitt, President of Dell Technologies Servi...

72. AI Sizzle vs AI Substance

15 Mar 2024

Contributed by Lukas

In this episode of TECHtonic, Thomas Lah chats with Justin Cawood about the complex journey of integrating AI into the operations of a large technolog...

71. Don’t Blink! Cisco on As-A-Service and AI

01 Mar 2024

Contributed by Lukas

In this episode, host Thomas Lah, TSIA’s Executive Director, engages in a pivotal conversation with Alexandra Zagury, Global Vice President at Cisco...

70. The State of Customer Success 2024 - A Fight for Survival

16 Feb 2024

Contributed by Lukas

Join us in the latest episode of TECHtonic, where we dive into the world of customer success with Thomas Lah and Stephen Fulkerson, VP of Customer Suc...

69. Change Management: The Key to AI Success

02 Feb 2024

Contributed by Lukas

Jillian Alexander, Global Vice President of Learning Services at OpenText, guides Thomas Lah through the significant impact of a straightforward, mana...

68. How to Go From Base Camper to Mountaineer?

19 Jan 2024

Contributed by Lukas

Join us in the latest episode of "TECHtonic" as we delve into the evolving world of technology support models with TSIA's Distinguished Vice President...

67. Channel Partners and Technology Providers: A Team Sport Therapy Session

05 Jan 2024

Contributed by Lukas

Dive deep into the dynamic world of technology channel partners with TECHtonic's host, Thomas Lah, and Jay McBain, Chief Analyst of Channels, Partners...

66. Redefining Customer Success with Salesforce and TSIA

08 Dec 2023

Contributed by Lukas

Historically, Customer Success organizations have relied on inconsistent metrics, lacking a unified framework for assessing renewals and expansions. S...

65. The Differentiator Between Good and Great

24 Nov 2023

Contributed by Lukas

In a recent discussion, TSIA's Thomas Lah and Sean Morton, SVP of Professional Services for Trellix, delve into the critical challenges facing enterpr...

64. The Intricacies of Digital Transformation with Deloitte

10 Nov 2023

Contributed by Lukas

*Bonus Episode* AI Capabilities Integrations: Stay Ahead of the Curve

03 Nov 2023

Contributed by Lukas

With a wealth of practical expertise between them, TSIA's Thomas Lah and George Humphrey, Distinguished VP & Managing Director of Offering and Del...

63. What Have We Learned?

27 Oct 2023

Contributed by Lukas

TSIA World ENVISION closed with J.B. Wood, President & CEO, and Thomas Lah, Executive Director and Executive VP at TSIA, discussing reflections an...

62. Risk, Cash Flow, and Financial Health in SaaS: The Financial Advisor Interview

13 Oct 2023

Contributed by Lukas

In this episode, host Thomas Lah interviews Rashellee Herrera, founder and president at CPA firm RNB Capital, who focuses on helping CEOs optimize the...

61. The Evolution of Customer Success and Renewals at HP Inc.

29 Sep 2023

Contributed by Lukas

Tech companies everywhere are being challenged to grow recurring service revenues and scale customer success to nurture these recurring revenues. Toda...

60. Moment of Truth: Talking Customer Success with an Executive and Investor

15 Sep 2023

Contributed by Lukas

After years of focusing on growth at any cost, SaaS companies are now being forced to balance growth with improved profitability. Abbas Haider Ali, VP...

59. Microsoft on Customer Success Today

01 Sep 2023

Contributed by Lukas

Today on TECHtonic, we dive into the role of customer success in a profitable software business model with Mike Flannagan, corporate vice president of...

58. How Culture Drives Results: Insights from a Culture Scientist

18 Aug 2023

Contributed by Lukas

Today’s tech companies are struggling with the question of how to maintain corporate culture in a world where the workforce is rapidly evolving. But...

57. Looking to the Future: Professional Services at Salesforce

04 Aug 2023

Contributed by Lukas

Shally Stanley, SVP of Global Delivery at Salesforce, joins us on TECHtonic to discuss the future of the professional services function within technol...

56. Profitability: Thoughts from a SaaS CEO

21 Jul 2023

Contributed by Lukas

Founding a successful SaaS company has never been easy, but as of 2022, it got much harder. Valuations took a hit, investment dollars became scarce, a...

55. Insight from Dell: What Managed Services Means Today

07 Jul 2023

Contributed by Lukas

Managed services is one of the fastest-growing revenue streams in the technology industry, and can be a bridge to recurring revenues. Joined by Peter ...

54. A Win for Everybody: Talking Customer Success with Ernst & Young

23 Jun 2023

Contributed by Lukas

Edwina Fitzmaurice, Chief Customer Success Officer at Ernst & Young, gives some insight into effective customer success at a services company. The...

53. Cognite’s Chief Product Officer on Nuance, Innovation, and Product

09 Jun 2023

Contributed by Lukas

About 15% of Fortune 5000 companies have a chief product officer (CPO), and we believe that percentage will only increase. We click into the role of C...

52. The Opportunities and Threats of AI for B2B Customers in 2023

26 May 2023

Contributed by Lukas

Free Executive Briefing with Thomas LahTSIA World ENVISIONThousands of sales, service, marketing, and training professionals are playing around with a...

51. XaaS at SimCorp: Selling Outcomes and Cost-Efficiently Growing Revenue

12 May 2023

Contributed by Lukas

Oliver Johnson, Chief Commercial Officer at SimCorp, joins Thomas to discuss the impact of XaaS transformation on the go-to-market capabilities of a c...

50. Customer Success: Meh-ga Insights from Gainsight

28 Apr 2023

Contributed by Lukas

In this special 50th episode of TECHtonic, Thomas is joined by Nick Mehta, CEO of Gainsight, and Kellie Capote, Chief Customer Officer at Gainsight, t...

49. Data-Driven Everything: A Conversation with John Deere

14 Apr 2023

Contributed by Lukas

Digital Hesitation

48. Scaling Customer Success with RingCentral’s Resident Expert

31 Mar 2023

Contributed by Lukas

47. Still a $21-Billion Dollar Industry? Face-to-Face Events in 2023

17 Mar 2023

Contributed by Lukas

TSIA World INTERACT: The Path to Profitable XaaS

46. Making Renewals Easier: A Conversation with Blackline

03 Mar 2023

Contributed by Lukas

45. The Science of Selling: A Chief Revenue Officer’s Perspective

17 Feb 2023

Contributed by Lukas

Survey: 2023 The Sales Specialists

44. Tactical Approaches to As-a-Service: A Conversation with IBM

03 Feb 2023

Contributed by Lukas

43. Being a SaaS CEO in 2023

20 Jan 2023

Contributed by Lukas

42. Customer Success–Product Management Handshake: A Conversation with Cisco

06 Jan 2023

Contributed by Lukas

41. The Chief Customer Officer: Championing the Customer Experience

09 Dec 2022

Contributed by Lukas

40. Customer-Centric: What Does It Really Mean?

25 Nov 2022

Contributed by Lukas

39. Reborn into the Cloud

11 Nov 2022

Contributed by Lukas

Report: XaaS Transformation

38. Researcher Hot Takes

28 Oct 2022

Contributed by Lukas

37. Why a Chief Revenue Officer is Indispensable

14 Oct 2022

Contributed by Lukas

36. Strategic Moves to Grow Subscription Business

30 Sep 2022

Contributed by Lukas

Conference: TSIA World : Envision - Las Vegas, October 2022Book: Digital Hesitation

35. The Missing Pieces of Your B2B Customer Experience

16 Sep 2022

Contributed by Lukas

TSIA World: ENVISION - Las Vegas, October 2022

34. The Uncomplicated Answer to Your Digital Customer Experience Transformation

02 Sep 2022

Contributed by Lukas

33. The Tale of Two Grizzled Veterans of the Tech Industry

19 Aug 2022

Contributed by Lukas

32. Hug the Bear

05 Aug 2022

Contributed by Lukas

31. The Reality of Being an Effective Technology Leader - Take a Step

22 Jul 2022

Contributed by Lukas

30. Across the Board: a Tech Leader’s Experience

08 Jul 2022

Contributed by Lukas

29. A Profitable Vision: Pursuing Digital Transformation

24 Jun 2022

Contributed by Lukas

TECHtonic episode with Emma Sopadjieva: Impacting the Customer Experience Through Data AnalyticsOrder Digital Hesitation on Amazon now!

28. Digital Hesitation: Is it Killing your Company?

10 Jun 2022

Contributed by Lukas

Order Digital Hesitation on Amazon now!

27. Products that Climb the Value Ladder

27 May 2022

Contributed by Lukas