As pricing pressure mounts and hyperscalers level the playing field, MSPs and system integrators need new ways to stand out. Podoski explains why CX-driven strategies and value-added services can be game-changers in avoiding the dreaded “race to the bottom.”
How can MSPs and system integrators redefine their role in a market dominated by Teams, Webex, and Zoom? According to Akixi’s Michal Podoski, the answer lies in moving beyond dial tone and connectivity into becoming trusted advisors who deliver measurable customer experience improvements.
In this conversation, Michal and Kieran explore:
- Why CX is still an untapped differentiator for MSPs and how it can create long-term competitive advantage.
- The rise of informal contact centres within Teams and Webex, and why analytics are key to managing them effectively.
- How value-added services and CRM integration help MSPs build new revenue streams and cement trusted advisor status.
- Why ongoing insight and data-led coaching are essential to prove CX impact and avoid commoditisation.
- For MSPs, the takeaway is clear: success in the next wave of UC isn’t about selling telephony—it’s about delivering outcomes.
