TECHtonic: Trends in Technology and Services

What happens when an AI agent fails, and how can enterprises prove they saw it coming? On this episode of TSIA’s TECHtonic, Thomas Lah takes on one of the most important questions facing organizations moving AI from...

Thomas Lah opens the episode by describing TSIA's model-driven revenue engine framework: using AI to monitor every customer touchpoint in real time instead of running revenue off CRM fields and pipeline reviews. His...

Thomas Lah welcomes social psychologist Sarah DiMuccio to talk about the human side of AI transformation. They dig into why AI adoption triggers anxiety across every role, seniority level, and demographic: it isn't...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

Net revenue retention is under pressure. SaaS growth has slowed. Sales and marketing budgets are shrinking. And AI is forcing companies to rethink everything, from seat-based pricing models to how they engage, retain...

AI is no longer a distant promise, it’s actively reshaping how work gets done. But the biggest differentiator between companies that thrive and those that fall behind isn’t the technology itself. It’s how leaders guide...