TSIA

"How do we develop content in the age of AI, and how do we turn training into real outcomes?" Janice Lee, TSIA's Director of Research for Education Services, spent months interviewing and polling training leaders to answer exactly that — and she's bringing what she found to TSW 2026 this year. See what she found below, and join her in Las Vegas, October 19–21: https://lnkd.in/gZPzyshg #AI #ServicesIndustry #TSW2026 #EducationServices

32% of enterprises have already cancelled a software purchase — not on price, but because they decided to let agentic coding tools build it instead. That's according to McKinsey's recent “State of AI in 2026” report. A key takeaway from their report is that among companies actually using those tools, only a quarter saw meaningful acceleration. Worse still, in 30% of companies, productivity actually fell after adoption. Coding activity is up, but shipped output isn't keeping pace. McKinsey's report is consistent with an argument TSIA has been making for some time: confidence to build can, and in this case has, outrun proof that it pays off. The real cost of build-vs-buy will show up over the decade you spend owning what you built. On October 1, TSIA's Bo Di Muccio, Ph.D., Kantata's Charles Gustine, and GitLab's Neil Frye, M.S. I.T. will discuss a rubric for making this decision in their joint webinar, "The New Services Build vs. Buy Playbook." If you're weighing where an internal build truly creates leverage, this conversation will help define what to do next: https://bit.ly/3Tbjare #AI #SaaS #BuildVsBuy #ProfessionalServices #AIROI

On paper, the technology and services incumbents look healthy. 39 of 49 companies in TSIA's T&S 50 index posted a GAAP operating profit this quarter. But follow the same companies down to cash, and a different picture shows up. For example, Oracle's operating margin is one of the strongest in the index, but its free cash flow was negative $5.0 billion, funding AI infrastructure that never touches the margin line. The cost of AI hasn't disappeared, it's just moved to capex and working capital, where operating margin can't see it. Our quarterly report on the T&S 50 index breaks down where, and what it means for how you benchmark your own services P&L. 👉 And if you have any follow-up questions, bring them to this year's TSW: https://lnkd.in/g-xFxY_j #AI #TechnologyServices #GAAP #TSW2026

What does a CSM actually own? Ask ten leaders what a customer success manager (CSM) is supposed to do and you’ll get ten different answers: renewals owner, product expert, relationship manager, escalation absorber. Ask how many accounts one CSM should carry, or who actually funds the role, and the answers get even less consistent. At TSW 2026, TSIA's Darlene Kelly looks at what's compounding that for CS teams as AI takes over more of the day-to-day work: value narratives that used to lean on human touchpoints are eroding, and few organizations have a repeatable way to prove CS value to a CFO. If your team is still relying on relationships and vendor benchmarks to make that case, this is worth a look. 👉 Join Kelly's session, “The Value Literacy Gap: Why CS Can't Afford to Improvise Anymore,” at TSW: https://lnkd.in/gKAmxCYS #TSW2026 #CustomerSuccess #CSStrategy #AI #CustomerSuccessManager

"For a while now, outcome-based has mostly been a positioning exercise. The word shows up in the deck, but the pricing model doesn't change." Hal Stanley, TSIA's VP of Offering Management Research, is leading multiple sessions at TSW 2026 focused on getting the offer right. Find out more below, and join him in Las Vegas, October 19–21: https://lnkd.in/gZPzyshg #AI #ServicesIndustry #TSW2026 #PricingStrategy

Bo Di Muccio, Ph.D., TSIA's Distinguished VP of Professional Services, is packing a lot into TSW 2026 this year. Watch below to hear what he's most excited about, and join him in Las Vegas, October 19–21: https://lnkd.in/gZPzyshg #AI #ServicesIndustry #TSW2026 #ProfessionalServices

At TSW this year, Palantir Technologies' Siddhant Ekale, Senior Architect and FDE, joins TSIA's Thomas Lah for a conversation about what the forward-deployed engineer model looks like in practice. From the customer's side, the appeal is obvious. POCs move faster because they run on the customer's own data. Engagements are tied to outcomes rather than activity. Value management continues after deployment instead of ending at handoff, taking risk and cycle time out of the equation. What's less obvious is what it costs the vendor to operate that way, and which parts of it are portable. That's the ground this session will cover. What would the FDE role unlock in your business, if your org was structured to support it? 👉 Catch the session, "How Palantir Thinks About FDEs and the Customer Lifecycle", at TSW: https://lnkd.in/g-xFxY_j #AI #TSW2026 #FDE #ForwardDeployedEngineers #OutcomeBasedPricing

Twenty AI-native public companies. Two of them post a GAAP operating profit: Palantir Technologies and UiPath. That's the finding behind TSIA's AI-20 Index, our quarterly scorecard for AI-first business models. The revenue growth is real at a median of 16.9%, but growth is not the same as proof. Median gross margin sits at 67.7%, well under the 75-80% classic enterprise SaaS runs at scale. And 6 of the 20 headline numbers this quarter flatter the underlying reality once you trace the mechanism behind them — SoundHound AI's headline Rule of 40 leaned on a non-cash mark-to-market gain sitting inside operating expenses, and CrowdStrike's GAAP net income came from interest income and tax benefit on top of a GAAP operating loss. The pattern across the index is consistent: AI delivery cost is a services cost. It lands in cost of revenue, not R&D — below the line where your board is already looking. The growth is real, but the margin isn't free. 👉 We're unpacking this at Technology and Services World, October 19-21. Save your seat: https://bit.ly/4ytNQDg #AIEconomics #ServicesEra #GAAP #TechnologyServices #AI

Ask a question. Get an answer that already knows your business. That's TSIA Advisor. Ask how your renewal rate compares to peers, and it pulls straight from TSIA's Customer Success Benchmark. Ask for your Technology & Services World agenda, and it builds one around your top challenges. Tell it your focus area once, and every future answer adapts to it. One conversation, all of TSIA — research, benchmarks, experts, and events — tuned to you. 👉 Explore TSIA Advisor on the TSIA Portal: https://bit.ly/4zTQmnW #AI #CustomerSuccess #TechnologyServices #TSW2026 #Benchmarking #TSIAAdvisor

"We've never seen disruption like this hit the customer lifecycle." George Humphrey explains what's changed — and why TSW 2026 exists because of it. Watch below, and join him in Las Vegas, October 19–21: https://lnkd.in/gZPzyshg #AI #ServicesIndustry #TSW2026 #CustomerLifecycle