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PODCAST

MSP Chat

A look at the strategies, services, and success tips IT providers need to make it big in managed services from two of the industry’s most experienced MSP authorities, Erick Simpson and Rich Freeman of Channel Mastered

technology

All Episodes

53:05

Episode 94: Right Industry, Right Time

MSP Chat ·

2025/10/10

Erick and Rich discuss what Kaseya buying INKY says about the strategies stand-alone security vendors must embrace to remain competitive in the future, and why stand-alone MSPs competing with rollups should employ those strategies too. Then they’re joined by legendary MSP guru and Kaseya Chief Community Officer Gary Pica for an insightful exploration of the past, present, and future of managed services. And finally, one last thing: why the only bad time to in a Nobel Prize is in the middle of a

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76:54

Episode 93: Jet Engine on a Paper Plane

MSP Chat ·

2025/10/03

Erick and Rich talk about some flaws in that now famous MIT study suggesting that 95% of AI pilots end in failure, as well as three techniques for setting the right AI expectations with your clients. Then they're joined by TD SYNNEX executives Ed Morales and Tracy Holtz for wide-ranging conversations about AI and cloud computing recorded live at the recent TD SYNNEX Inspire conference. And finally, one last thing: who police in San Bruno, California gave the ticket to when a self-driving car made an

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63:05

Episode 92: Sherlocked

MSP Chat ·

2025/09/30

Erick and Rich discuss Microsoft’s newfound interest in SMBs and their MSP partners as a source of cloud growth, plus three tips for avoiding client onboarding chaos. Then Rich is joined by Michael George and Dee Zepf of Syncro for a conversation about Microsoft’s large and expanding role in the world of SMB technology and what it means both for managed service providers and vendors like Syncro. And finally, one last thing: proof from a BBC nature documentary that dolphins like getting stoned as

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76:02

Episode 91: Eaten Alive

MSP Chat ·

2025/09/22

Erick and Rich discuss Syncro CEO Michael George’s take on why Microsoft is destined to dominate the managed services landscape and what that means for MSPs and vendors alike, as well as techniques for protecting your clients from deepfake phishing attacks and other AI-powered cyberthreats. Then Rich is joined by Art Gross, CEO of Breach Secure Now, to discuss his new book, From Prompt to Profit: The MSP Playbook for AI-Driven Client Success. And finally, one last thing: A new AI-based podcast

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65:24

Episode 90: Bullet Train

MSP Chat ·

2025/09/15

Erick and Rich discuss DarcyIQ and Titan, two companies whose rapid progress in AI for managed services underscores why MSPs need to take AI seriously ASAP, plus three tips for scaling your business without adding headcount. Then they’re joined by Arlin Sorensen of ConnectWise to discuss why MSPs need to think now about the legacy they’ll eventually leave behind, and start planning for that someday today. And finally, one last thing: a few easy ways to become a Guinness World Records

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86:08

Episode 89: Feature, Product, Platform

MSP Chat ·

2025/09/05

Erick and Rich talk about the growing need for virtual Chief AI Officers and what it means for an MSP to be one, plus tips on selling cybersecurity services without actually selling. Then they’re joined by Joel Abramson and Mark Scott of Top Down Ventures for a venture capital investor’s take on today’s managed services market. And finally, one last thing: the gritty tale of a woman who spent three weeks digging in the dirt for an engagement ring diamond, and found one. Discussed in this episode:The

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65:20

Episode 88: From the Server Room to the Boardroom

MSP Chat ·

2025/08/29

Erick and Rich discuss the present-day opportunity for MSPs in cloud FinOps and the emerging need for AI FinOps, plus some proven advice for managing service desk capacity for maximum efficiency and minimum employee churn. Then Rich is joined by Kaseya CEO Rania Succar for an in-depth look at her thoughts on AI solutions for SMBs, MCP interfaces, community, culture, and more. And finally, one last thing: the munchies doom loop of eating THC-laden pizza at a pizzeria. Discussed in this episode:Kaseya

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64:17

Episode 87: Growing or Dying

MSP Chat ·

2025/08/22

Erick and Rich discuss the multiple issues (and yes, AI is one of them) leading more MSPs to consider joining forces with a rollup rather than go it alone, plus three criteria MSPs should apply when evaluating vendor partner programs. Then they’re joined by Canalys analyst Jay McBain for an insight-packed look at the massive opportunity for MSPs in AI, and why getting in on it early is so important. And finally, one last thing: Why you should probably do a little research online before agreeing to

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60:01

Episode 86: The enSaaSification of Everything

MSP Chat ·

2025/08/15

Erick and Rich discuss early examples of how MSPs are re-tooling their workforce for the age of agentic AI as well as effective, empathetic techniques for addressing underperforming staff members. Then they’re joined by Chris Black, technical advisor at Xurrent, for a look at that company’s “right of observability” product strategy, and what it says about evolving MSP tool requirements as they grow and mature. And finally, one last thing: An opportunity for friends of a Danish zoo to show their

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64:47

Episode 85: Thinking Bigger

MSP Chat ·

2025/08/08

Erick and Rich discuss why LLMs, chatbots, and MCP could combine to revolutionize the way technicians interact with RMM, PSA, and other line-of-business systems, as well as how delivering business resilience rather mere uptime can be a ticket to sticky, profitable client relationships. Then they’re joined by Ryan Morris, who serves MSP Chat parent company Channel Mastered as chief channel program strategist, for an insightful expert look at why and how partner programs are changing in response to a

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98:40

Episode 84: If You Build It, Will They Come?

MSP Chat ·

2025/08/04

Live and side by side at GTIA’s ChannelCon event in Nashville, Erick and Rich discuss Pax8’s bold plan to re-invent marketplaces for the agentic AI era, and a roadmap MSPs can use to get started in AI services before it’s too late. Then they’re joined by back-to-back interview guests—Will Brooks from UKON and Eric Altamura from SPECTRA—to explore two of several emerging models for turning cyber insurance from a stressful headache into value-adding risk management conversation. And finally, one last

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73:22

Episode 83: Private Equity Without Private Equity

MSP Chat ·

2025/07/25

Erick and Rich discuss the pros and cons for MSPs of placing bets on today’s emerging crop of startup AI automation vendors and the best practice roadmap for helping clients make AI-driven business model shifts. Then they’re joined by Juan Fernandez, founder of MSP Owners Group, to discuss that recently launched company’s unique, private equity-free approach to building a PE-style MSP platform. And finally, one last thing: the seething mass of giant, hairy spiders that customs inspectors in Germany

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53:03

Episode 82: Break-Fix of the Future

MSP Chat ·

2025/07/18

Wondering about the future of managed services? Erick and Rich (who’s back after a multi-week absence) explain why new research from Barracuda suggests offering consultative security and AI services to midsize businesses is a big part of the answer. Then they share three specific tips for cross-selling and upselling services like that to your existing client base, before getting a big-picture perspective on AI, security, and more from Mike DePalma, vice president of business development at OpenText

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27:59

Episode 81: Sewer Gators are Real!

MSP Chat ·

2025/06/27

This week, Erick flies solo and dives into the newly released 2025 MSP 501 rankings from Channel Futures—the industry’s gold standard for identifying top-performing managed service providers. He breaks down why this data-driven list matters, how it boosts credibility, attracts vendors, and fuels internal momentum, and highlights the top trends driving this year’s winners—like AI adoption, security-first service models, and compliance-driven growth. Next, he explains why the time is now to update

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42:13

Episode 80: This is Why We Can’t Have Nice Things

MSP Chat ·

2025/06/20

A staggering 16 billion credentials linked to major services—Apple, Facebook, Google, and more—have just been confirmed leaked and Erick explores the grim reality and potential aftermath, and what it means for MSPs, as well as the types of AI services MSPs can deliver to their customers to increase their strategic value to them as well as their recurring revenue. Then, Erick is joined by Pax8’s Chief Product Officer, Libby McIlhaney, at Pax8 Beyond 25, for a look at AI’s impact and opportunity for

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42:32

Episode 79: Pax8, Nerdio & Making AI Real for MSPs

MSP Chat ·

2025/06/13

Fresh from the floor at Pax8 Beyond 25, Erick and Rich break down one of the event’s biggest announcements: the launch of PAX8’s new Integrations Hub and what it reveals about the evolving role of distribution, marketplaces, and the push for vendor interoperability in the cloud-first era; and how MSPs are using AI to write RFPs, win funding, and transform their client relationships.Then Erick is joined by Nerdio CRO Joseph Landes on the floor at Pax8 Beyond 25 for a wide-ranging discussion on best

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63:37

Episode 78: The Holy Triangle

MSP Chat ·

2025/06/06

Speaking just after this week’s ConnectWise IT Nation Secure event, Erick and Rich discuss the simplified new ConnectWise Pro subscription plan and best practices for optimizing your client agreements before an exit. Then they’re joined by John Pagliuca, president and CEO of N-able, and Mike Adler, N-able’s chief technology and product officer, for a discussion about why N-able believes MSPs should invest in XDR and MDR solutions rather than SIEM systems of the kind recently introduced by

en

75:52

Episode 77: 75 Days of Uptime

MSP Chat ·

2025/05/30

Erick and Rich ponder the tradeoffs of using an all-inclusive managed services platform versus going with best of breed as well as techniques for migrating managed service clients to a standardized services stack. Then they’re joined by Yoav Susz, general manager for the U.S. at Atera, to discuss Atera Autopilot, a fully autonomous AI-powered help desk tool now in general availability. And finally, one last thing: a look at Internet Roadtrip, the world’s slowest massive multiplayer online

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42:10

Episode 76: Human to Human

MSP Chat ·

2025/05/23

Erick and Rich discuss why vendors are introducing partner loyalty programs and how MSPs can cement their position as trusted advisors while locking in revenue by aligning IT budget discussions with a client’s financial planning cycles. Then they’re joined by Jessica McDowell, TD SYNNEX’s senior vice president of North American marketing and digital customer success, for a conversation about AI, community, marketplaces, and the changing relationship between partners and distributors. And finally,

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62:08

Episode 75: Dropping the AI Bomb

MSP Chat ·

2025/05/16

Inspired by the panel discussion they led at a recent conference, Erick and Rich discuss how real MSPs are making real money in AI, as well as three proven techniques for increasing the value of your managed services business in a crowded M&A market. Then they’re joined by Jason Beal, Americas president at Exclusive Networks, and Andrew Warren, the company’s North America vice president of sales and marketing, for an insightful conversation about the value of distribution in the age of

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