111. AI, Customer Success, and the Blurring Lines of Services

Listen to this episode from TECHtonic: Trends in Technology and Services on Spotify. In this episode of TECHtonic, TSIA’s Executive Director and EVP, Thomas Lah, sits down with Srikrishnan Ganesan, Co-founder and CEO of Rocketlane, to explore how artificial intelligence is reshaping professional services, customer onboarding, and the broader technology landscape.From Salesforce replacing thousands of support roles with AI agents, to Rocketlane’s own AI-powered documentation and project delivery tools, Ganesan shares how the next generation of platforms will help companies not just manage work—but do the work. Together, they discuss:Why onboarding is really a customer’s “second sale.”How AI can shrink service project timelines from months to weeks—while unlocking new revenue opportunities.The blurring lines between professional services, customer success, and product adoption.Why the future of services won’t disappear but will pivot toward business outcomes, value realization, and AI-enabled scale.Tune in for a forward-looking conversation on whether software eats services—or whether AI is creating a bold, new services era.