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, and grow customers. In this episode of TECHtonic, host Thomas Lah welcomes back Brent Grimes, CEO of Reef.ai, for a direct and timely conversation about what’s actually happening in the AI revenue landscape. Since their last discussion, AI capabilities have advanced rapidly, but th...
Feb 20, 2026•46 min•Ep. 120
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 people through the change. In this episode of TECHtonic, TSIA’s Thomas Lah sits down with 2x best selling author and strategist Alison McCauley to explore what it really takes to move a workforce from fear of replacement to mastery of augmentation. They unpack why early AI gains c...
Feb 06, 2026•44 min•Ep. 119
In the AI era, enterprise technology companies face a hard truth: generic platforms no longer win. Profitable growth now depends on delivering specific business outcomes, and that requires going deeper than ever before. In this episode of TECHtonic, TSIA Executive Director Thomas Lah speaks with Mari Cross, Chief Customer Officer at Infor, to explore how micro-vertical strategies, AI-driven services, and outcome-based solutions are reshaping enterprise software. Mari breaks down what micro verti...
Jan 23, 2026•41 min•Ep. 118
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 George Humphrey to unpack the real-world implications of AI Economics through the headlines shaping enterprise tech right now. From Salesforce’s AI-driven job cuts to Adobe’s competitive pressure, Palantir’s services-led growth, and the collapse of traditional SaaS pricing models, this conversation makes one thing clear: the old rules of technology bus...
Jan 09, 2026•42 min•Ep. 117
B2B enterprises are overwhelmed by complexity, and AI is finally promising the breakthrough they’ve been chasing for years. On this episode of TECHtonic, TSIA Executive Director Thomas Lah sits down with AptEdge CEO Kusal De Silva and co-founder Aakrit Prasad for a direct, no-nonsense look at how AI is transforming the most ignored and most mission-critical function in technology: enterprise support. This conversation doesn’t live in the hype. It goes straight to the real last-mile problem every...
Dec 05, 2025•46 min•Ep. 116
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 rare inside look at one of the world’s most sophisticated industrial service organizations. From delivering 5+ million service hours annually to supporting more than 100,000 pieces of equipment across nearly 200 countries, Tetra Pak is transforming its global service operations with remarkable speed and scale. Rajat shares how Tetra Pak is unlocking R...
Nov 21, 2025•36 min•Ep. 115
TSIA Executive Director Thomas Lah sits down with Satya Gunampalli, Founder & CEO of G5 InfoTech, to explore how AI is not just enhancing workflows, but fundamentally reshaping the business models of technology companies. From why leadership culture is the #1 factor in successful AI adoption, to how AI agents are transforming software development and customer support, Satya explains where value is being created right now. Together, they unpack the rapid rise of AI-native startups, the future...
Nov 07, 2025•44 min•Ep. 114
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 unpack what truly sets AI-native startups apart from traditional SaaS companies. Doug shares how You.com evolved from a consumer search product into an enterprise-focused AI platform—emphasizing data security, multi-model agility, hallucination control, and personalized AI training for knowledge workers. Together, they dive into the massive transformat...
Oct 24, 2025•46 min•Ep. 113
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, to explore what it takes to support one of the most complex customer environments in the tech industry. From hybrid deployments and legacy systems to cutting-edge AI integration, Console shares how Teradata is redefining customer support as a strategic driver of value—not just a safety net. Listeners will hear how Console’s team uses telemetry, obser...
Oct 10, 2025•44 min•Ep. 112
In this episode of TECHtonic, TSIA’s Executive Director and EVP, Thomas Lah, sits down with Srikrishnan Ganesan, Co-founder and CEO of Rocketlane, to explore how artificial intelligence is reshaping professional services, customer onboarding, and the broader technology landscape. From Salesforce replacing thousands of support roles with AI agents, to Rocketlane’s own AI-powered documentation and project delivery tools, Ganesan shares how the next generation of platforms will help companies not j...
Sep 26, 2025•44 min•Ep. 111
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 businesses manage people and money. From recruiting workflows and talent mobility, to contract intelligence and financial audits, Luke reveals how Workday is embedding AI into its core products to boost productivity, reduce bias, and unlock new levels of efficiency. You’ll hear insights on: Why AI is most powerful when applied to scale-heavy busin...
Sep 12, 2025•31 min•Ep. 110
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....
Aug 29, 2025•38 min•Ep. 109
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 an...
Aug 15, 2025•46 min•Ep. 108
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...
Aug 01, 2025•41 min•Ep. 106
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 ca...
Jul 18, 2025•41 min•Ep. 106
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 manage...
Jul 04, 2025•48 min•Ep. 103
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 spa...
Jun 20, 2025•47 min•Ep. 104
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 ...
Jun 06, 2025•46 min•Ep. 103
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 chall...
May 23, 2025•47 min•Ep. 20
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 from the powerful grip of inertia. Through gripping stories, cheeky humor, and practical insights, La...
May 09, 2025•39 min•Ep. 101
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 Epi...
Apr 25, 2025•44 min•Ep. 100
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 transformin...
Apr 11, 2025•43 min•Ep. 99
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 into how AI is reshaping support organizations, addressing customer experience, cost efficiency, and...
Mar 28, 2025•45 min•Ep. 100
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 interactions. They discuss AI’s evolution from rule-based systems to decision intelligence, the role of sentime...
Mar 14, 2025•40 min•Ep. 97
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...
Feb 28, 2025•43 min•Ep. 96
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 tackle the evolving role of professional services, uncovering how AI is streamlining project manage...
Feb 14, 2025•45 min•Ep. 95
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 personal connection with coffee producers. From pricing strategies to Blue Ocean thinking, from leverag...
Jan 31, 2025•37 min•Ep. 94
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 leverage competitive insights. From enhancing battle cards with real-time data to empowering salespeople ...
Jan 17, 2025•42 min•Ep. 93
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 at Sun Microsystems, EMC, and Dell to guide you toward intentional, strategic decision-making. Tune ...
Jan 03, 2025•45 min•Ep. 92
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 technician expertise, the conversation unveils practical AI use cases that boost efficiency, customer ...
Dec 06, 2024•39 min•Ep. 91
