S12E6: Tate Talks - With Pete Hughes, PSA Insights

In the final episode of Season 12, I am joined by industry veteran Pete Hughes to discuss the evolving landscape of Managed Service Providers (MSPs) and the transformative power of AI. With over 20 years in the industry, Pete shares insights from his journey from an internal techie to building and growing MSPs. The Evolution of Proactivity: The shift from time-and-materials to fixed-price services has forced MSPs to move beyond simple automations (like restarting a service) toward real proactivity that prevents issues before they occur. The AI Relevance Challenge: Pete emphasizes that AI is not just a tool but a necessity for staying relevant. MSPs must adopt AI internally to drive efficiency and profitability, or risk being replaced by those who do. Consultative Selling: Rather than selling "AI tools," Pete advises MSPs to have business-first conversations—identifying process inefficiencies and then translating how AI can solve those specific challenges. PSA Insights: Pete introduces his new platform, PSA Insights, which uses AI to analyze massive amounts of ticket data in common PSAs (Halo, Autotask, ConnectWise). The tool surfaces patterns, identifies common problems costing money, and provides remediation plans. User-Driven Agents: A fascinating prediction discussed is that in the future, creating AI agents will be as common as creating a PowerPoint, with end-users driving implementation while MSPs provide the guardrails and policies. When he isn't revolutionising MSP data, Pete can be found helming (or steering, for the cool people) his yacht along the South Coast of the UK, a passion he has pursued for 40 years. Connect with today's guest on LinkedIn here or check out their website hereMusic - https://www.purple-planet.comKey Discussion Points:Downtime & Diversions