99. From Cost Center to Value Driver: The New ES Reality

TECHtonic: Trends in Technology and Services

In this eye-opening episode of TECHtonic, TSIA Executive Director and Executive VP Thomas Lah sits down with Janice Lee, the new Education Services researcher at TSIA, to unpack the seismic shifts shaking up the education services landscape in the tech industry. From the rise of generative AI to the increasing demand for measurable business outcomes, this episode covers how ES leaders can not only survive—but thrive—amid the pressure to do more with less.

What You'll Learn:

• How AI is transforming education services—from content development to adaptive learning experiences.
• Why “doing more with less” doesn't mean cutting quality, but rethinking roles and amplifying human creativity.
• The rising importance of customer value realization and how ES can drive it.
• The truth about monetization: Why an overwhelming majority of TSIA members are charging for education—and why your organization should too.
• A bold look at the future: Ambient learning, blurred service lines, and how ES will be seamlessly integrated into the customer journey.

Whether you're an ES leader or instructional designer, this episode delivers insights with clarity and actionable strategies for the AI-powered services road ahead.