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 WinEpisode 32: Hug the BearEpisode 49: Data-Driven Everything: A Conversation with John DeereEpisode 58: How Culture Drives Results: Insights from a Culture ScientistEpisode 76: Scaling Customer Success with AI: A Deep Dive with MicrosoftTSIA Takes: Salesforce and the Customer Success + Support Services ExperimentEpisode 82: Practical Ways to Unlock Revenue Growth with AIThank you for being part of the journey. We hope you enjoy these standout moments — and here’s to the next 100 episodes of TSIA's TECHtonic!
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99. From Cost Center to Value Driver: The New ES Reality
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 transforming education services—from content development to adaptive learning experiences.Why “doing more with less” doesn't mean cutting quality, but rethinking roles and amplifying human creativity.The rising importance of customer value realization and how ES can drive it.The truth about monetization: Why an overwhelming majority of TSIA members are charging for education—and why your organization should too.A bold look at the future: Ambient learning, blurred service lines, and how ES will be seamlessly integrated into the customer journey.Whether you're an ES leader or instructional designer, this episode delivers insights with clarity and actionable strategies for the AI-powered services road ahead.
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98. IBM & AI: Redesigning Support for the Future
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 the evolving role of support engineers. They discuss AI-powered sentiment analysis, predictive insights, self-service solutions, and the growing need for AI-driven operational efficiency. With AI rapidly integrating into every process, businesses must navigate the balance between digital agents and human expertise while ensuring a seamless, high-value support experience.Are you leveraging AI capabilities to redefine support?
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97. The Power of Ambient AI in Customer Support
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 sentiment analysis in preventing escalations, and the future of AI in enterprise workflows. If you're curious about the real-world impact of AI on customer support and how companies can leverage it for efficiency and growth, this is a conversation you need to hear!
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96. The AI-Powered Future of B2B Marketing
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, and a new, collaborative approach to Account-Based Marketing (ABM). Discover how revenue teams can leverage AI to deliver smarter, more effective outreach and create frictionless buying experiences. Don’t miss this in-depth look into the future of B2B marketing!
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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