The Network Group Podcast @ Pax8 Beyond - E2: Phylip Morgan (Pax8)

In the second episode of The Network Group Podcast @ Pax8 Beyond, recorded in Salt Lake City, USA, hosts Austen Clark (Jera) and Peter Strahan (Lantech) are joined by Phylip Morgan (Pax8) for a wide-ranging conversation about the future of the MSP, artificial intelligence, changing customer expectations and the transition towards becoming a Managed Intelligence Provider. Phylip reflects on his own journey through the technology industry, from starting an MSP with his brother in 1989 to leading Network Group and now working globally with Pax8 as Senior Vice President of Marketplace and Channel Expansion. Drawing on decades of experience working alongside MSPs, he shares why he believes the industry is entering one of the most significant periods of transformation it has ever faced. At the heart of the discussion is the shift from Managed Service Provider to Managed Intelligence Provider (MIP). Phylip explains why adopting AI isn't simply about adding new tools to an existing technology stack. Instead, successful transformation starts with three areas: mindset, skill set and toolset – with mindset arguably presenting the biggest challenge for MSP leaders. Austen, Peter and Phylip explore what this transformation looks like in practice. For business owners caught up in the everyday demands of running an MSP, Phylip argues that one of the most important steps is creating time to work on the business rather than constantly working in it. Taking time away from day-to-day firefighting allows leadership teams to think strategically about AI, their customers and where their businesses need to go next. The conversation also looks at how customer expectations are changing. As a new generation of digital buyers enters the market, Phylip believes MSPs will increasingly need to move beyond being technology solution providers and become genuine business consultants. Instead of beginning with products, tools or agents, MSPs need to understand the organisation, its data, processes and strategic objectives before identifying where AI can deliver meaningful value. This leads to some practical advice for MSPs looking to get started. Phylip discusses AI readiness assessments, mapping key business processes and identifying opportunities where AI can help increase revenue, reduce costs or manage risk. Crucially, he warns against rushing into AI projects before understanding where customer data sits and whether the organisation is ready to use it safely. The trio also explore the skills MSPs may need for this next phase. From consultative people capable of conducting effective fact-finds to developers who can safely build and review AI-powered solutions, the traditional structure of an MSP could look very different in the years ahead. Looking towards 2030, Peter and Phylip debate the different paths MSPs could take. Should businesses use AI primarily to automate and optimise their existing service delivery, or become more deeply embedded within their customers' businesses by helping transform processes and outcomes? They also consider what these changes could mean for MSP valuations, private equity investment and the future shape of the industry. Despite the scale of the change ahead, Phylip's message is ultimately one of opportunity. MSPs have successfully navigated previous shifts – from break-fix to managed services, cloud and cybersecurity – and he believes their ability to adapt remains one of the industry's greatest strengths. Whether you're an MSP owner, technology leader or simply interested in how AI is reshaping the channel, this episode offers practical ideas, lively debate and plenty of insight into what could come next. 📍 Recorded at Pax8 Beyond, Salt Lake City, USA 🎙 Hosts: Austen Clark (Jera) & Peter Strahan (Lantech) 🎧 Guest: Phylip Morgan (Pax8) Don't forget to like, comment and subscribe for more episodes of The Network Group Podcast @ Pax8 Beyond.