AI promises unprecedented productivity, but many organizations are discovering that innovation comes with hidden costs. In this episode, TSIA Executive Director Thomas Lah sits down with Kunal Agarwal, CEO of Unravel Data, to explore why AI FinOps, data observability, and cost transparency are becoming essential for enterprises looking to scale AI responsibly while maximizing ROI.

Agam Vasani joins Thomas Lah to share how he transformed an overwhelmed post-sale team into a signal-driven, AI-powered operation. He introduces the SIGNAL framework — a six-point filter that helps CX leaders cut through the AI vendor noise and deploy tools that actually move the needle.

What if your CRM has been missing the most important signals all along? In this episode of TECHtonic, TSIA’s Thomas Lah talks with Alok Shukla, CEO of Funnel Story, about a new category of AI-powered revenue intelligence that combines structured data, conversational signals, and third-party market context to surface risk and expansion opportunities months before they become visible—deployed in under a day. Alok draws on 20+ years in cybersecurity infrastructure to explain why the revenue and CS world is about to undergo the same transformation that security operations went through two decades ago—and what leaders need to do right now to stay ahead.

Recorded live at the May 2026 TSIA Board Summit, this executive panel explores how AI is reshaping technology services, customer success, sales, and support. Industry leaders share real-world insights on AI agents, Forward-Deployed Engineers, outcome-based business models, and the future of customer value delivery.

A deep dive into the future of customer success, this episode explores how companies can drive retention and growth while cutting costs. Thomas Lah (TSIA) and Michael Harnum (ESG Success) unpack the rise of “Customer Success as a Service,” sharing how outsourcing, AI, and smarter operating models are helping organizations scale impact without adding headcount. If you’re looking to prove ROI and turn customer success into a true revenue driver, this conversation is a must-listen.

In this episode of TECHtonic, Angelica Riemann of Agilent Technologies joins Thomas Lah to explore how a legacy hardware company is evolving into a recurring revenue powerhouse. Discover how shifting buyer expectations, digital transformation, and AI-driven services are reshaping how technology companies deliver value and drive growth.

AI is reshaping the software landscape, giving smaller, agile companies new ways to compete by delivering smarter, faster, and more customer-focused solutions. In this episode, Nitro CEO Cormac Whelan shares how leveraging AI, customer intimacy, and outcome-driven value is redefining what it takes to win in today’s market.

A deep dive into how AI is transforming marketing from a tactical function into a strategic battleground, and what leaders must do to stay relevant. This episode challenges CMOs to rethink their value, avoid the trap of over-automation, and redefine where humans truly make the difference.

A candid conversation on cutting through the AI hype to uncover where real ROI exists—and why vertical solutions, operational transformation, and strong change management are the keys to making AI actually work.

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 the bigger shift isn’t just better models. It’s how companies are using those models to survive and win in a far more demanding market. With declining net revenue retention across public SaaS companies and mounting pressure to “do more with less,” leaders can no longer rely on intuition, last-call sentiment, or broad segmentation strategies. The era of guessing is ending.Thomas and Brent explore the rise of model-driven revenue management, where predictive AI doesn’t just improve forecasting accuracy but identifies churn risk months in advance, pinpoints expansion opportunities with statistical precision, and helps teams prioritize their time where it matters most. They discuss how upsell intelligence may actually unlock more upside than churn reduction alone, and how organizations are beginning to move from dashboards and insights toward autonomous workflows powered by renewal and expansion agents.The conversation also dives into the practical realities of making this shift—from solving data quality challenges to building trust with revenue teams who must learn to work alongside models and agents rather than rely solely on instinct. As AI adoption compounds quarter over quarter, the gap between early adopters and laggards is widening, and 2026 may mark the moment when that divide becomes unmistakable.If you own revenue, lead customer success, or sit in the CRO seat, this episode will challenge how you think about forecasting, expansion, resource allocation, and the future of go-to-market execution.