Thomas Lah sits down with social psychologist Sarah DiMucco, Ph.D. to explain why so many AI rollouts stall out, not from sabotage, but from quiet, unmanaged resistance. Sarah unpacks the psychology behind employee fear, the three-part formula for future-ready leadership, and why trust, not technology, determines whether AI transformation actually sticks.

AI is redefining professional services, shifting the focus from billable hours to measurable business outcomes. Thomas Lah sits down with Deb Ashton of Certinia to discuss how leading organizations are using AI, outcome-based delivery, and customer success to build the next generation of services.

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.