Speakers

"It seems so simple, right? You have a goal and a team. Easy, go! Facilitation skills help teams stay on track toward the goal and also govern how to handle necessary ""asides."" MSPs and their projects benefit from these skills. This talk draws from many years in software development requirements and project definition — projects where often the team was the smallest vendor pushing the butt of the horse that was pushing the cart up the hill with its nose. It all begins in a small city, and your job is to scope the work to the right fenced-in back yard. So let's go"

"AI Won't Fix a Broken MSP — But It Will Expose One. Since the term MSP became a thing, this industry has been sold the idea that most problems can be solved with the right software. AI is the next chapter of that same temptation. But layering powerful technology on top of an immature or dysfunctional business doesn't create leverage — it creates chaos."

"Help MSPs start a structured conversation with clients about data management, highlighting the value, urgency, and ROI. The Conversation Starter: ""We've discovered that many of the automation and AI tools available today fail to deliver results because the data they rely on is incomplete, inconsistent, or scattered. If we don't control your data, you can't expect these tools to work to their full potential — and that's costing you efficiency, time, and money."""

"Most MSP owners are stuck in a ""Documentation Loop."" You spend thousands of hours and dollars building out a massive Knowledge Base, thinking that more information equals better performance. But here is the cold truth: Your KB is where good processes go to die. We are suffering from a ""Knowledge Paradox"" — the bigger your library gets, the more your techs ""wing it"" because they can't find what they need or they've simply tuned it out. This session exposes the dangerous lie that ""sending a link to an updated SOP"" is a training plan."