TECHtonic: Trends in Technology and Services

Technology & Services Industry Association
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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.

  1. 1D AGO

    109. The Future Belongs to Adaptive Expertise

    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 this episode of TECHtonic, TSIA’s Thomas Lah sits down with Dr. Chris Dede, Senior Research Fellow at the Harvard Graduate School of Education. Together, they explore the profound shifts AI brings to workplace learning, from immersive simulations that measure real-world skills to the importance of adaptive expertise and unlearning outdated mental models. Chris shares insights from decades of research on technology-enabled learning, highlighting why companies rank so low in workforce reskilling, what exemplars are doing differently, and how organizations can avoid “shiny object syndrome” when embracing AI. If you’re a leader navigating the future of work, or a professional rethinking your own skills, this conversation offers essential guidance for succeeding in an AI-enabled world.

    38 min

  2. AUG 15

    108. Boring AI That Wins Big in the XaaS World

    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 models—starting with the “boring,” but high-impact work of proposal automation. They dive into why specialized AI outperforms generic, web-scraped tools, how model-driven workflows can replace outdated content libraries, and why trust is the missing link in adoption. From compressing product development cycles to reshaping pricing strategies, Meiring and Lah uncover the operational, cultural, and strategic shifts that tech leaders must embrace to thrive in an AI-driven world. If you want to learn how AI can eliminate grunt work, boost ROI by 60%+, and force long-overdue process overhauls, this episode is your playbook.

    46 min

  3. AUG 1

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

    In this episode of TECHtonic, host Thomas Lah is joined by Wendy Wooley, VP of Customer Experience and Strategic Programs at ScienceLogic, to explore how AI is not just transforming products, but fundamentally reshaping how tech companies go to market. Wendy reflects on her 10-year journey at ScienceLogic, the development of the Skyler AI Suite, and how the Agentic AI Autonomic IT Maturity Model is helping customers unlock value faster. Together, they explore what it means to align AI innovation with customer-centric value realization—and why that alignment is no longer optional. Listeners will gain insights into: The evolving expectations of enterprise buyers in the AI eraWhy “first time to value” is now a non-negotiable benchmarkHow to shift from selling features to selling outcomesWhy modern GTM strategies must speak to both the CIO and the CEOIf you're in tech and still leading with features instead of business outcomes, this episode is your wake-up call. Modern buyers demand more—and AI is raising the bar.

    41 min

  4. JUL 18

    106. No Seats Just Value as Docusign Redefines Customer Success

    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 leading digital agreement platforms is thriving with a 100% usage-based pricing model. They explore the shift away from seat-based pricing, how Docusign restructured its customer success strategy, and why blending renewal and adoption roles is paying off. Kelly shares hard earned lessons on value delivery, organizational alignment, and the must have capabilities for customer success account managers in a data-driven, AI-powered world. Whether you're rethinking your pricing model or evolving your customer success playbook, this is the blueprint for sustainability and growth.

    41 min

  5. JUL 4

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

    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 insight into what they call the "Four Sales Rituals": coaching, account planning, opportunity management, and forecasting. These essential processes are often still run on outdated, manual routines, leaving revenue teams inefficient and reactive. But AI is upending that status quo. From automating CRM data capture to uncovering hidden deal risks and enhancing forecast accuracy, this episode examines how forward-thinking sales teams are leveraging AI to work smarter—and win more. But this isn’t just an efficiency story. It’s about reimagining the role of the sales professional in a world where data and AI augment every decision. The guests explain how AI enables more meaningful customer interactions by freeing reps to focus on strategic, human-driven work, and why clinging to “gut instinct” is becoming a liability. Thomas, Chris, and Chad explore the cultural resistance to AI adoption, the leadership mindsets required to overcome it, and the career-defining opportunities salespeople have if they choose to embrace AI now. Whether you’re a CRO, RevOps leader, or quota-carrying AE, this episode is a must-listen wake-up call for anyone in tech sales today.

    48 min

  6. JUN 20

    104. The Future of the Office is Intentional

    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 designing a hybrid experience that actually works. From fixing hiring strategies and rethinking office space usage to leveraging real-time data and AI, this conversation dives deep into what makes a flexible work environment truly effective. Micah reveals how Robin has transformed its own workplace, and how companies can avoid the common pitfalls of poorly executed RTO strategies. If you’ve ever asked, “Why am I commuting just to sit on Zoom calls?” this one’s for you. Tune in to learn: Why the real RTO debate is about redefining “hybrid”How intentional design creates vibrant, collaborative officesWhat data can tell you beyond just badge swipesWhy AI will make in-person work even more vitalWhether you're leading a team or rethinking your company’s office strategy, this episode will give you the clarity and tools to make hybrid models succeed.

    47 min

  7. JUN 6

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

    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 AI agent, addressing cultural resistance, and ensuring secure, well-defined data integration. This is not a story of hype, but of hard choices, real trade-offs, and lessons learned on the front lines. Listeners will gain actionable takeaways on how to keep AI efforts focused through clearly scoped use cases, avoid complexity with targeted agents, and fine-tune models for high-value outcomes. DelleTezze also shares how existing teams—with the right mindset—can drive powerful AI transformation without the need of an entirely new skillset. Whether you’re early in your AI journey or refining your current approach, this episode delivers clarity, strategy, and inspiration.

    46 min

  8. MAY 23

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

    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. 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.

    47 min
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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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