Did you miss CompTIA’s ChannelCon 2024? Worry not! Here are some of our key takeaways from this year’s event.
CompTIA ChannelCon 2024 took place over two days at the Regency Hyatt in Atlanta, Georgia.
Managed Service Provider (MSP) and IT Solution Provider delegates had the opportunity to network, meet vendors and find out the latest industry updates.
There were a range of sessions to choose from, depending on their interests.
Here are some insights into three of my favourite sessions from CompTIA ChannelCon 24.
Are You Ready for Data?
The “Are You Ready for Data” session of CompTIA ChannelCon was a panel conversation, and a great way to hear advice from experts about how data plays an essential role in the managed services.
Involved in this session were:-
- Sean Lardo, ConnectWise Evangelist
- Lisa McGarvey, VP of TD SYNNEX
- MJ Patent, CMO at Logically
- Robert Buda, Principal Database Consultant at Buda Consulting, Inc
The panellists explored how an MSP can become data-driven and use it to build meaningful growth.
Of course, it’s not a quick fix, so start with the basics and manage your metrics.
Additionally, the session identified four key areas to consider when it comes to data:
- Data is an asset: Use it as a way to make decisions, not as an after-thought. Make the most of the data you gather.
- Make ‘actionable intelligence’ your watchwords: DO something with that raw data! Decide what information is important and use it to set goals. Implement processes to improve customer satisfaction and boost your bottom line.
- Integrate and standardise: Get a system in place for data entry and record-keeping for data accuracy and consistency. It can be a challenge to integrate data across systems. But it’s critical if you want a clear picture of where you’re headed.
- Future trends: Use AI, but with caution. Get the basics of your data management right first, then learn which AI tools will help. And be confident in discarding those that don’t.
Given that data can be such a dry topic, this was a really engaging session, and the panellists did a great job of giving some real-world advice on using data effectively.
The Helpdesk of 2030
Jason Kemsley knows a thing or two about helpdesks! His business, Uptime, supports hundreds of businesses with its outsourced and white label solutions.
In this presentation at CompTIA ChannelCon 2024, Jason asked the MSPs in the audience to look to The Helpdesk of 2030.
As everyone in the IT space knows, things change rapidly, and helpdesk services are no different.
Jason’s belief is that second-line support will be absorbed by vendors by 2030. So what can MSPs do now to prepare for that?
Another shift MSPs need to know is that customer service agents will play a bigger part within their companies. And they will be the first point of contact, taking on simple tasks and helping users.
In turn, the tech team can focus on complex problems to speed up ticket resolution times.
Of course, automation will be a big part of this. So, Jason says, get to grips with the AI solutions available and look at how to integrate them now.
Clients will use these AI solution to self-fix some challenges. And alongside that, use automation to prioritise incoming tickets and save time.
An amazing session from Jason Kemsley, and one I have invited Jason to speak further about on TubbTalk Live.
Unlocking the Automation AI Advantage
Another speaker highlighting the benefits of using AI and automation at CompTIA ChannelCon 2024 was Jamie Claret of Autonomate.
Jamie is passionate about MSPs harnessing their disruptive potential now.
But why does he think that? Well, Jamie says managed services providers can no longer rely on the recurring revenue model that’s brought them success in the past. If you want to stay ahead of the competition, then you need to use AI.
Because we can’t deny that AI is everywhere we turn these days. It’s surprising just how many businesses have adopted it, and how diverse those companies are. Speak to your own clients, and see how many of them use AI.
And as their trusted IT partner, be bold and talk to them about how to use automation to improve their processes. Demonstrate how you do this in your own business. Yes, all of this might require a change in mindset and an investment to upskill, but it will be worth it if your MSP wants to ensure longevity.
Why Your MSP Needs to be Part of CompTIA
I’m proud to be a CompTIA member and part of the group since its early days in the UK.
Events like CompTIA ChannelCon really highlight the member benefits. Attendance is free, so you just have to cover travel costs!
As you can see, CompTIA attract world-class speakers every time they host an event.
But don’t just take my word for it, because the data speaks for itself:
- There are 2,100+ CompTIA member companies worldwide
- 3m people have achieved one or more of their certifications
- The CompTIA Community Giving programme gives away $150,000 annually
- CompTIA offers career guidance to IT professionals at all levels
- The CompTIA team provide learning opportunities for people from under-represented populations
If you’re unfamiliar with CompTIA, I’d highly recommend checking out my article on Why CompTIA are the Industry’s Best Kept Secret.
What do you make of the above insights into data, artificial intelligence and automation? Leave a comment below, or get in touch.
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Richard Tubb is one of the best-known experts within the global IT Managed Service Provider (MSP) community. He launched and sold his own MSP business before creating a leading MSP media and consultancy practice. Richard helps IT business owner’s take back control by freeing up their time and building a business that can run without them. He’s the author of the book “The IT Business Owner’s Survival Guide” and writer of the award-winning blog www.tubblog.co.uk
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