Wes SpencerCo-Founder, Empath · Co-Founder of Empath | Recovering Cybersecurity Guy| Keynote Speaker | 2020 Cyber Educator of the Year | Building the MSP Workforce Operating System

MSPs: Failing to Meet Evolving Customer Needs

2 Oct 2025 · 1 min

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In this segment, the speaker argues that managed service providers (MSPs), even top performers being recruited into the New Charter initiative, are failing to meet the rapidly changing needs of their customers. He explains that MSPs tend to focus on fixing technology issues rather than solving underlying business problems, leaving a large gap and a significant market opportunity. The speaker notes that customers are experiencing industry disruption and are looking for IT leadership, yet their expectations of IT remain low. This combination of a self‑focused, technology‑centric approach and a lack of forward‑looking strategy prevents MSPs from capitalising on growth opportunities.

Chapters

What do customers need in the future? We found something really interesting. MSPs, even the best ones, and we are focused on bringing the best ones into New Charter, still are not delivering what their customers are asking for in this market. And we never have because the customer, the needs keep changing and it's hard for us to keep up. We've never been very forward-looking. We're good at fixing technology problems with technology, not necessarily business problems with technology. And that leaves, a massive opportunity, but also a massive gap. And right now it's even more that way because our customers are saying our industries are being disrupted too. Please come lead us in this. And their expectations of IT are very low. And so when we put those things together, we recognize that when we're just focused on ourselves, how are we integrating what we're doing and missing the opportunities for the market, for what the customers need? Then we just become really self-involved, really self-focused, you know, and the growth doesn't happen.