AI is creating another major technology shift, and Ryan Walsh of Pax8 believes MSPs have an important opportunity in front of them. In this week’s MSPInfluencer Primecast, Walsh discusses what past technology disruptions can teach MSPs about AI, why customer trust matters, and how the industry can move toward managed intelligence while preserving the human qualities that create value.
1. Treat AI as a Disruptive Technology
Walsh’s thinking about disruption was shaped by Clayton Christensen’s The Innovator’s Dilemma and the idea that new technologies can allow emerging competitors to challenge established companies. That thinking influenced Pax8’s cloud strategy, and Walsh sees it applying again with AI. For MSPs, the lesson is to pay attention to where the market is moving, understand how AI could change what customers need, and recognize that new competitors can emerge as disruptive technologies reshape a market.
2. Turn AI Strategy Into Practical Steps
Walsh repeatedly brings technology discussions back to a practical question: “What do I do on Monday?” He explained how Pax8 learned that education alone can leave partners unsure of their next move, which helped shape its approach to enablement. With AI, Walsh discussed evaluating where technology can eliminate, automate, or amplify work while first understanding the potential ROI. The goal is to give MSPs a practical path forward rather than leaving them overwhelmed by everything AI could potentially do.
3. Build on the Trust MSPs Have Earned
Walsh believes the trust MSPs have built with customers is a powerful advantage, but he cautions that it will not last automatically. AI-native competitors and business advisors will pursue those same customers. MSPs can strengthen their position because AI agents still need security, governance, and data protection—areas the MSP community already understands. Walsh also believes MSPs that learn more about their customers’ businesses can put themselves in a stronger position to continue earning that trust as AI adoption grows.
4. Preserve What Needs to Stay Human
Walsh believes the industry needs to spend more time asking which human traits will remain irreplaceable as digital workers become more capable. He pointed to qualities such as judgment, instinct, and taste while discussing the balance between people and technology. Rather than simply replacing human work, Walsh is interested in how AI can amplify valuable human capabilities. For MSPs, understanding that balance can be an important part of continuing to earn the customer trust they have spent years building.
What This Means for MSPs
Walsh’s perspective points toward an evolution from managed services to managed intelligence. MSPs have an opportunity to build on their existing customer relationships and experience with security, governance, and data protection while developing new AI capabilities. The challenge is to turn that opportunity into practical action, understand where AI creates real value, and preserve the human judgment that remains important to customers.
The AI shift is already taking shape. For MSPs, Walsh’s message is not simply to embrace the technology, but to understand where it fits, how it creates value, and how it can strengthen the relationships they have already worked hard to earn.