MSPs face pressure to turn AI adoption into measurable results. Here’s how internal productivity and evolving customer needs are reshaping AI strategies.
AI is supposed to make MSPs more productive, and in many cases, it is. But where exactly are providers seeing the results, and what do they have to do to get there? New research from Nerdio finds that just 12% of MSPs are reporting measurable productivity gains directly from AI. Now, that's a pretty significant gap between the promise of AI and what those surveyed are really seeing from it. And that raises a much bigger question. If MSPs are struggling to realize AI's benefits internally, how can they effectively help customers unlock those benefits and the end-user organization?
Well, I recently spoke with Valerie Henderson. She's the CEO at Kalin about how AI is fundamentally changing the IT services business. Her message was clear. Providers need to rethink more than just the technology stack. Kalin, according to Henderson, is embedding AI throughout its operations, changing the way that teams work and organizations are structured, how projects are delivered, and what skills employees need to address all of the above. And Henderson has made an important point.
You have to look inward before you can build the right AI strategy outward for your customers because customers aren't just looking for an AI product necessarily. They're looking for a measurable business outcome because of it. For MSPs, that means two things. First, get your house in order. Figure out where it works for you, why, and how before you can actually scale that externally. And if you're struggling, like those surveyed by Nerdio, reach out to a peer, to a vendor, and learn where you can improve.
Then bring those lessons to your customers and don't be afraid to share what didn't work when you were first starting out. That's how everyone's going to learn together as AI adoption continues to see increased demands across the board. So, the opportunity isn't just to sell AI. It's to become the partner that can take experience and translate it into business outcomes. For more on both stories and or other AI content, you can, as always, head to channelinsider.com. For Inside the Headlines, I'm Victoria Duran.
This transcript was generated automatically from the video's captions and may contain errors.
According to Nerdio’s 2026 MSP report, just 12% report measurable AI productivity gains. Victoria Durgin goes Inside the Headlines with the findings and Caylent CEO Valerie Henderson to break down how MSPs can adopt AI and sell it to customers.
Read the stories referenced:
Only 12% of MSPs Report Measurable AI Gains, Nerdio Finds
Caylent CEO: AI Is Changing the IT Services Business
Victoria Durgin is a technology communications professional and editorial leader specializing in channel technology, cloud marketplaces, managed service providers (MSPs), technology distribution, and partner ecosystems. As Managing Editor of Channel Insider, she oversees editorial strategy and content development focused on helping technology vendors, solution providers, and channel partners navigate an evolving IT landscape. With nearly a decade of experience spanning technology journalism, corporate communications, content strategy, and digital publishing, Victoria has developed deep expertise in the business side of technology. Her work includes creating executive thought leadership content, industry analysis, case studies, and channel-focused reporting that helps organizations better understand market trends, partner relationships, and technology buying decisions. Before leading Channel Insider, Victoria built experience across local journalism, business reporting, social media communications, and corporate marketing. She has worked closely with technology vendors, cloud providers, and managed service organizations to develop content that highlights industry innovation, business growth strategies, and successful channel partnerships. Her portfolio includes case studies featuring mid-sized MSPs across the United States, Canada, and Australia. Victoria's work has appeared in Channel Insider, The Valley Ledger, and Medium. She holds a Bachelor of Arts in Communications and Environmental Studies from Susquehanna University. Through her reporting and editorial leadership, she helps technology professionals stay informed about the trends, challenges, and opportunities shaping the global IT channel.
Channel Insider combines news and technology recommendations to keep channel partners, value-added resellers, IT solution providers, MSPs, and SaaS providers informed on the changing IT landscape. These resources provide product comparisons, in-depth analysis of vendors, and interviews with subject matter experts to provide vendors with critical information for their operations.
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