TECHtonic: Trends in Technology and Services

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 frank and forward-looking conversation about how artificial intelligence is transforming modern sales organizations. With decades of sales leadership experience at companies such as Oracle, Siebel, and Outreach, Chris and Chad bring grounded, practical...

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 isn’t enough—and why companies must be intentional about design...

In this episode of TECHtonic, host Thomas Lah is joined by Jeremy DelleTezze, TSIA’s 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 firsthand—deciding whether to build or buy AI capabilities, navigating the myth of the all-powerful...

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this episode of TECHtonic, Lah and De Marco explore how AI-powered Configure Price Quote (CPQ) tools are transforming outdated, spreadsheet-heavy quoting processes into streamlined, data-driven engines of growth. Fr...

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 TSIA’s latest research, Lah explores why legacy business models are on shaky ground—and what companies must do to break free f...

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 he...

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...

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 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...

The 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 interaction...

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...

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...

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 per...

During 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 lever...

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 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...

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 te...

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 groundb...

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...

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 qualification...

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 di...

During this episode of TECHtonic, host Thomas Lah has a compelling conversation with Kelley Jarrett, SVP of Revenue Strategy, Operations, and Enablement at ThoughtSpot—an 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-ma...

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 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 enga...

Are you effectively leveraging AI in your workflows? As Thomas continues the AI research journey, AI Use Cases for Generating Revenue , he reveals the power of AI in revenue generation. With TSIA’s latest paper, The Emerging 20 , highlighting critical AI use cases, Thomas is on a mission to show how AI is a game-changer for businesses today. Joining his conversation are Seth Halpern and Derek Butt...

In this episode of TECHtonic, Thomas Lah welcomes Dr. Jessica Kriegel, Chief Scientist of Workplace Culture at Culture Partners. In light of today’s rapid shifts in technology business models, the conversation addresses head-on the challenges of change management. Jessica shares her insights on why traditional approaches fail, the importance of continuous change, and how to cultivate a culture whe...

The transformative potential of AI in the technology industry is driving companies focus on growth without significantly increasing their sales and marketing spend. Thomas speaks with Brent Grimes, CEO of Reef.ai, about how to efficiently drive revenue growth by introducing AI into the process. Brent shares the journey of Reef.ai and its aim to predictively unlock customer value, helping companies...

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 chapter in Frank Slootman's "Amp It Up" that questions the necessity of customer success, Thomas and Nick explore the current debates and future directions of this critical business function. Nick shares his insights on why customer...