A strong QBR can create alignment, but the real work happens after the meeting. The roadmap may be clear, the priorities may be aligned, and the next steps may be documented, but without momentum and accountability, those initiatives can easily stay stuck on the roadmap instead of turning into measurable results.

With guest Peter Kujawa, we’ll dig into how AI is affecting SaaS vendors, MSP capacity planning, customer headcount, and the long-standing price-per-user model. Peter and Kyle also explore what it means for MSPs to “grow into capacity” instead of cutting it, and how benchmarking data can help leaders separate real operational gains from hype.

Keith sits down with Albert to talk about what it feels like to learn a role while already doing the work. Because if you are building support, creating structure, answering questions, and figuring out what your team needs, you are probably learning while doing too.

 Kyle Christensen and Todd Kane are talking about how service leaders can use regular audits and cleanups to keep client environments healthier, teams more accountable, and small issues from turning into bigger problems.

We’ll break down BAU vs project work in an MSP, why urgent tickets always seem to eat project time, how managers and technicians can better protect focus time, and a simple framework for turning good ideas into projects that actually get done.

It’s a chance to connect directly with the Empath team, spend time with other MSP leaders, and talk through what you’re seeing in the day-to-day work of building teams, supporting clients, and keeping momentum going.