MSP Chat

Erick and Rich discuss recent evidence about security awareness and alert fatigue that show why outsourced, AI-based automation must play a critical part in how MSPs protect their clients, as well as practical ways to enforce proper security with your clients rather than rely on the good intentions of their employees. Then they’re joined by Robin Ody of Omdia for an in-depth conversation about the analyst firm’s 2026 MSP Trends and Predictions Report. And finally, TWO last things: an illustration of the wrong way to incorporate voice AI in the call center and a follow-up on Erick’s suggestion last week that MSPs use AI to practice for big client meetings.  

Discussed in this episode:
Cybercrime Victimization Climbs to Record High 44% Over Five-Year Period
New N‑able and Futurum Report Reveals How AI is Reshaping Cyber Resilience
Overview of Omdia 2026 MSP Trends and Predictions Report
Callers to Washington state hotline press 2 for Spanish and get accented AI English instead

Some guests on this podcast are clients of Channel Mastered. Compensation plays no part in their appearance or the content of the discussion unless the episode they appear on is a “bonus episode” explicitly labeled as sponsored.

Erick and Rich discuss the right and wrong way to think about automating customer relationships with AI, as well as the connection between scalable service delivery and attractive exit prices. Then they’re joined by ScalePad CEO Chris Day for a deep dive into some of the surprising findings in that company’s recent MSP Trends report. And finally, one last thing: prepping for your performance review with an AI-powered version of the boss. 

Discussed in this episode:

MSPs Need to Accelerate AI Evolution. Distributors Say They Can Help.Scale
Pad MSP Trends Report 2026
Uber employees have an AI clone of CEO Dara Khosrowshahi — and use 'Dara AI' before talking to the big boss himself 

Some guests on this podcast are clients of Channel Mastered. Compensation plays no part in their appearance or the content of the discussion unless the episode they appear on is a “bonus episode” explicitly labeled as sponsored.

Erick and Rich discuss the reasons MSPs need to be implementing AI automation tools and the risk limits they should consider when doing so, as well as concrete strategies for growing profits and exit value by simplifying your tool stack and customer base. Then they’re joined by Pinar Ormeci of Lexful to discuss that company’s ambitious new AI-native system of record for MSPs. And finally, one last thing: A boxing ring TKO in which the “T” stands for toupee rather than technical. 

Discussed in this episode:
Summary of Omdia’s 2026 MSP predictions
Lexful Goes God-Mode on AI
Boxer loses hairpiece in the ring and blames mother’s shampoo

 Some guests on this podcast are clients of Channel Mastered. Compensation plays no part in their appearance or the content of the discussion unless the episode they appear on is a “bonus episode” explicitly labeled as sponsored.

Erick and Rich discuss why the channel’s AI maturity is stuck in a three-year rut according to IDC and what MSPs can do about it, plus strategies for converting focus and discipline into accelerated growth. Then they’re joined by the managing director of partner programs for Google Cloud, Phil Larson, for an insider’s take on opportunities for MSPs in cloud and AI. And finally, one last thing: how a real-life Jimmy Neutron produced nuclear fusion in his home lab. 

Discussed in this episode:
AI is a Growing Business Yet Risky Bet for Channel Partners
IDC North America Partner Landscape 2025: Vendor Relations, Cloud Marketplaces, and Distribution
Introducing Google Cloud Partner Network: What partners should know
Dallas 12-year-old achieves nuclear fusion after four years of effort 

Some guests on this podcast are clients of Channel Mastered. Compensation plays no part in their appearance or the content of the discussion unless the episode they appear on is a “bonus episode” explicitly labeled as sponsored.

Erick and Rich discuss Lexful’s ambitions to build the ultimate AI-native data repository for MSPs, as well as proven strategies for updating your managed services prices between renewals. Then they’re joined by M&A expert Abraham Garver of FOCUS Investment Banking for an insider’s take on today’s exit environment for MSPs and the rise of “mega mega” MSPs with nine-figure top lines. And finally, one last thing: A Seattle Seahawks fan who’s even more excited about this weekend’s Super Bowl than Rich because a home team victory will result in his first haircut in over a decade. 

Discussed in this episode:
AI-Native IT Documentation Platform Redefines How MSPs Work, Solving Pain Points and Generating Value in Real Time
Mega MSPs Are Old News. Say Hello to the Mega Megas.
By Abraham Garver: Unlocking Higher MSP Multiples: How Peer Group M&A Outshines Conference Connections
Seahawks fan hasn’t cut his hair since Super Bowl 49 loss, won’t until Seattle wins again

 Some guests on this podcast are clients of Channel Mastered. Compensation plays no part in their appearance or the content of the discussion unless the episode they appear on is a “bonus episode” explicitly labeled as sponsored.