Albert Lotito, based in Pennsylvania, works for Global Tech Solutions, an MSP with around 1,000 clients. As a Service Delivery Manager, he oversees dispatch, training, quality assurance, and analytics, including the implementation of new products like Thread. Albert prefers smaller conferences for better networking. His company is shifting focus from the nursing home industry to commercial clients like manufacturing and finance, leveraging AI to streamline processes and improve customer service. Despite concerns about losing personal touch, Albert emphasizes that their business is fundamentally about customer service, using AI to enhance efficiency and maintain strong client relationships.
Albert Lotito's Background and Current Role
- Harry Brelsford greets Albert Lotito and asks about his well-being, to which Albert responds positively, mentioning the conference and his excitement about the roadmap for Thread.
- Albert shares that he lives in Pennsylvania, specifically in the Pocono Mountains, and has been there for about 20 years, having grown up in New York City.
- Harry inquires about Albert's day job, and Albert explains that he works for an MSP called Global Tech Solutions, managing a dispatch team, a training team, a quality assurance team, and handling all analytics, reporting, and new product implementations.
- Albert mentions that he attends fewer large events due to the exhaustion and lack of personal interactions, preferring smaller events where he can have face-to-face interactions with vendors and attendees.
Challenges and Benefits of Large Events
- Harry and Albert discuss the challenges of attending large events, with Harry mentioning his own experiences at IT Nation and the need for rest during the event.
- Albert agrees, noting that large events often result in a bag full of unwanted swag and the inability to have meaningful conversations due to the high number of attendees.
- Harry asks about Albert's company's roadmap, and Albert explains that they have traditionally focused on the nursing home industry but are now expanding to commercial clients, including manufacturing, law firms, finance companies, and payroll companies.
- Albert highlights the role of AI in their business, both for internal work quality and for streamlining processes, which is crucial for their growth.
Impact of AI on Customer Service and Business Relationships
- Harry expresses mixed feelings about the advancement of AI, mentioning his nostalgia for hands-on work and personal relationships with clients.
- Albert acknowledges the sentiment but emphasizes that their business is fundamentally about customer service, not just technical solutions.
- Albert explains that AI helps streamline repetitive tasks, allowing their team to focus more on customer service and relationship building.
- Albert shares his approach with new hires, stressing the importance of customer service and the need to develop strong relationships with clients.
Final Thoughts and Conclusion
- Harry thanks Albert for his time and insights, expressing his appreciation for the conversation.
- Albert reiterates the importance of customer service and the role of AI in enhancing their business operations.
- The conversation concludes with mutual appreciation and a sense of understanding of the evolving nature of business and technology.