Mar 09 2025 26 mins 8
Dr. Alex Hubline, President of Culture and Innovation at Netsurit, discusses the transformative role of artificial intelligence (AI) in managed service providers (MSPs). He emphasizes the importance of a strong company culture that prioritizes both employee and customer dreams, which is exemplified through their unique "dreams program." This program aims to align the aspirations of the workforce with the goals of the customers, fostering a collaborative environment that drives innovation. Hubline believes that many companies fail to live up to their cultural values, but at Netseret, they actively work to integrate these values into their operations.
The conversation shifts to the concept of "innovation as a service," which Netseret offers through their subscription-based service called Innovate X. This service leverages advanced automation and AI technologies to help small and medium businesses innovate and improve productivity. Hubline explains that the cost of bespoke development has historically been prohibitive for these businesses, but advancements in AI are making it more accessible. By focusing on return on investment (ROI), Netseret ensures that their innovations deliver tangible financial benefits to their clients.
Hubline shares specific use cases of AI applications, such as a virtual sales assistant for a product distributor facing challenges in hiring and training sales personnel. This AI solution not only assists salespeople but also interacts directly with customers, providing complex product information and suggestive selling. Another example involves automating the classification of incoming records, significantly reducing the need for human intervention in a previously labor-intensive process. These examples illustrate how AI can eliminate repetitive tasks and enhance capabilities for businesses.
Finally, Hubline addresses the balance between innovation and organizational stability. He believes that fostering a culture of innovation can lead to more effective results without disrupting service delivery. By prioritizing use cases that align with business impact and maintaining a hyper-iterative development cycle, Netseret can quickly adapt to customer needs. This approach not only enhances productivity but also bridges the gap between technology and business, allowing for a more seamless integration of innovative solutions.
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