Alex, Wes, and Mark will talk about how MSPs can better support their clients beyond the meeting, from keeping strategic conversations moving to helping clients make progress on the priorities that matter most.

Wes and Nick are joined by Mikey Pruitt to discuss how MSPs can help clients move from general AI guidance to practical security controls. They will cover access permissions, connected applications, plugins and downloaded skills, monitoring, and the role DNS-layer protection can play in limiting access to risky or unapproved AI services.

Keith is joined by Jordy Bagwell, Instructional Designer at Empath, for a conversation about memorization, job aids, and what technicians actually need in order to perform a skill well. We'll look at when it is important to remember the details, when it is better to rely on a checklist or reference tool, and how research on multiplication tables and highly skilled checklist use can help MSP leaders think differently about training.

Kyle and Alex are joined by Andrew Moore and they'll talk about why service managers struggle, how owners accidentally become the bottleneck, and what it takes to build managers who can lead with more confidence, consistency, and accountability.

Building that team requires clear expectations, intentional coaching, and opportunities for people to grow. Kyle and Todd will discuss how to identify what each team member is ready to own, support them through the transition, and build confidence on both sides of the handoff.

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.

Augmentt and Empath are walking through how to turn onboarding from a checklist into a structured process your whole team can repeat, one that surfaces problems before they become support tickets and sets up the first QBR as a win instead of a scramble.