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AI Sizzle vs AI Substance

Learn how leaders can maximize customer value and business growth in 2025 and beyond.

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March 21, 2025

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March 15, 2024

Overview

Challenges

This episode covers the complexity of implementing AI in managed services, the necessity for effective change management, and the importance of improving data quality and insights to drive customer value and operational efficiency.

Summary

The podcast dives into the operationalization of AI capabilities within technology services, highlighting the evolution of managed service platforms and the critical role of proactive AI deployment. It offers insights from industry experiences, revealing the challenges and benefits of AI integration, as well as the importance of communication and data utilization in enhancing customer experience and internal efficiencies.

Key takeaways

AI Implementation Challenges:

The integration of AI into existing workflows is complex, requiring commitment to change management and continuous communication to ease transitions.

Proactive Customer Experience:

Shifting from reactive to proactive support can significantly improve service levels and customer satisfaction, underlining the necessity of AI in anticipating issues.

Efficiency Gains:

AI has demonstrated potential for dramatic efficiencies, such as reducing incident occurrence rates and enabling smarter team collaborations in response to service interruptions.

Value Communication:

It is vital to clearly convey the value added through AI practices to customers, potentially using regular updates and reports to keep them informed of advancements and efficiencies.

Cross-Functional Teaming:

Successful AI evaluations require a diverse team, combining IT, data scientists, and subject matter experts to ensure effective proof of concepts and implementation.

Podcast speakers

Thomas Lah

Executive Director and Executive VP, TSIA

Justin Cawood

MSP Consulting

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