Support Services
68. How to Go From Base Camper to Mountaineer
Thomas Lah
Thomas Lah
Executive Director and Executive VP
January 19, 2024
40 min

Join us in the latest episode of "TECHtonic" as we delve into the evolving world of technology support models with TSIA's Distinguished Vice President of Support and Field Services Research, Vele Galovski. In this conversation, Thomas and Vele offer a unique blend of insights and perspectives on the current and future state of technology support. They begin with the dramatic shifts observed in 2023, marked by divergent perspectives in the industry, including the bifurcation of corporate responses to economic conditions. Then they talk through the crucial role of support in driving growth, emphasizing the importance of viewing support as a strategic differentiator and an engine for customer satisfaction, while addressing the ongoing challenge of scaling service delivery and monetizing support. The highlight of the discussion is around AI's role in transforming support services. Vele introduces the concept of 'AI Base Campers' and 'AI Mountaineers,' explaining how companies are positioned in terms of AI readiness and adoption. He provides insightful statistics and real-world examples to illustrate how different organizations are leveraging AI to enhance support services, improve efficiency, and scale operations. This is a must-listen for anyone interested in the intersection of technology, support services, and AI business strategy!
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