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Podcast

Live from the 2026 TSIA Board Summit: Executive Leaders Debate the Future of Services

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Overview

Challenges

Technology companies are struggling to redesign traditional sales, services, and support models fast enough to keep pace with AI-driven customer expectations and rapidly evolving business models. At the same time, leaders are facing difficult decisions around how to operationalize AI capabilities like Forward-Deployed Engineers, scale customer outcomes profitably, and build the data foundations necessary to support intelligent, outcome-driven experiences.

Summary

The podcast centers around an executive panel discussion from the May 2026 TSI Board Summit, focusing on how AI is transforming technology businesses, their products, and operational models. It explores themes like the rise of forward-deployed engineers and AI agents, the importance of customer value realization, and the operational challenges companies face in rapidly evolving industries. The dialogue includes insights into sales strategies, service models, and the integration of technology to enhance customer outcomes.

Key takeaways

AI Impact on Business Models:

Discussions highlighted how AI changes not just operations but the fundamental business models companies need to thrive.

Forward-Deployed Engineers (FDEs):

The emergence and role of FDEs in bridging technology with customer needs were extensively debated.

Value Realization:

The panel emphasized prioritizing customer value realization as a cornerstone for sustainable growth and innovation.

Integration of Sales and Services:

The necessity of aligning sales organizations with service teams was recognized to ensure a coherent customer journey.

Education and Training Evolution:

Panelists discussed the need for evolving educational pathways to meet the demands of new technical roles, particularly around AI integration in business processes.

Publication date:
May 15, 2026

Podcast speakers

Thomas Lah

Executive Director and EVP, TSIA

George Humphrey

SVP of Research, TSIA

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