In this special episode, Anthony Paluska sits down with Brian Freeman, Blake Jensen, and Jackie McMann to unpack what they saw and heard at one of the industry’s most forward-looking events - TSIA's Envision Conference. The conversation moves quickly from the buzz around AI to the real transformation taking place inside professional services and customer success teams.

The group discusses how the lines between these functions are starting to blur and what that means for leaders who are trying to build organizations around customer value. They share stories from companies that are rethinking their entire operating models, not just adding new tools. It is a conversation about what happens when services organizations stop being cost centers and start becoming the engines of growth.

They explore the rise of the forward-deployed engineer and what that role represents for the next generation of services talent. It is part technologist, part consultant, and part translator between product and customer outcomes. The discussion also highlights how AI is accelerating the need for this evolution, forcing teams to think differently about where their people add the most value and how they measure success.

Throughout the episode, the theme of convergence keeps resurfacing. Consulting, customer success, managed services, and product delivery are no longer separate tracks but parts of a larger system built to create and sustain customer outcomes. The guests bring perspective from across the services spectrum and share how their own organizations are navigating this shift.

The conversation is fast, practical, and forward-thinking. It looks beyond the hype and into what services leaders actually need to do next.

Listen to hear what TSIA Envision revealed about the future of services, how AI is influencing the path forward, and why the most successful companies are the ones bold enough to reimagine what “services” even means.