AI Employees: Revolutionizing IT Services with Ken Cox
02/08/25 • 20 min
Ken Cox, the president of InLink, leads a unique organization that operates at the intersection of data center operations and IT services. Initially founded in 2000, InLink has evolved from its roots in the dot-com era, leveraging its data center to create a variety of products and services. With a focus on providing affordable and reliable infrastructure, the company caters to clients who require a more personalized approach than what large public cloud providers can offer. This commitment to customer service and data ownership sets InLink apart in a competitive landscape dominated by giants like Microsoft and Amazon.
Cox discusses the pressures faced by data center businesses in the current market, particularly as small and mid-sized businesses increasingly turn to SaaS applications. He emphasizes the importance of maintaining a strong core customer base and the advantages of being privately held, which allows InLink to prioritize client data security and personalized service over profit maximization. This approach resonates with clients who seek a trustworthy partner for their IT needs, especially in critical sectors like healthcare and aviation.
In addition to data center operations, InLink is venturing into the crowded collaborative software space, where it aims to differentiate itself by offering tailored solutions and exceptional support. Cox highlights the importance of being a single point of contact for clients, allowing them to streamline their IT services. By integrating AI into their offerings, InLink is not only enhancing its email services but also providing innovative solutions that address the specific needs of small businesses. This includes AI-driven tools for managing customer interactions and automating workflows, which can significantly improve efficiency.
Cox's insights into managing AI employees reveal a thoughtful approach to leveraging technology while maintaining a human touch. He emphasizes the need for oversight and training of AI systems to ensure they meet client expectations. By treating AI as an employee that requires management, InLink is positioning itself to offer advanced solutions that are both effective and affordable. Ultimately, Cox's philosophy of balancing short-term needs with long-term growth reflects a commitment to sustainable business practices, ensuring that InLink remains a valuable partner for its clients in an ever-evolving technological landscape.
Supported by: https://getnerdio.com/nerdio-manager-for-msp/
All our Sponsors: https://businessof.tech/sponsors/
Do you want the show on your podcast app or the written versions of the stories? Subscribe to the Business of Tech: https://www.businessof.tech/subscribe/
Looking for a link from the stories? The entire script of the show, with links to articles, are posted in each story on https://www.businessof.tech/
Support the show on Patreon: https://patreon.com/mspradio/
Want to be a guest on Business of Tech: Daily 10-Minute IT Services Insights? Send Dave Sobel a message on PodMatch, here: https://www.podmatch.com/hostdetailpreview/businessoftech
Want our stuff? Cool Merch? Wear “Why Do We Care?” - Visit https://mspradio.myspreadshop.com
Follow us on:
LinkedIn: https://www.linkedin.com/company/28908079/
YouTube: https://youtube.com/mspradio/
Facebook: https://www.facebook.com/mspradionews/
Instagram: https://www.instagram.com/mspradio/
Ken Cox, the president of InLink, leads a unique organization that operates at the intersection of data center operations and IT services. Initially founded in 2000, InLink has evolved from its roots in the dot-com era, leveraging its data center to create a variety of products and services. With a focus on providing affordable and reliable infrastructure, the company caters to clients who require a more personalized approach than what large public cloud providers can offer. This commitment to customer service and data ownership sets InLink apart in a competitive landscape dominated by giants like Microsoft and Amazon.
Cox discusses the pressures faced by data center businesses in the current market, particularly as small and mid-sized businesses increasingly turn to SaaS applications. He emphasizes the importance of maintaining a strong core customer base and the advantages of being privately held, which allows InLink to prioritize client data security and personalized service over profit maximization. This approach resonates with clients who seek a trustworthy partner for their IT needs, especially in critical sectors like healthcare and aviation.
In addition to data center operations, InLink is venturing into the crowded collaborative software space, where it aims to differentiate itself by offering tailored solutions and exceptional support. Cox highlights the importance of being a single point of contact for clients, allowing them to streamline their IT services. By integrating AI into their offerings, InLink is not only enhancing its email services but also providing innovative solutions that address the specific needs of small businesses. This includes AI-driven tools for managing customer interactions and automating workflows, which can significantly improve efficiency.
Cox's insights into managing AI employees reveal a thoughtful approach to leveraging technology while maintaining a human touch. He emphasizes the need for oversight and training of AI systems to ensure they meet client expectations. By treating AI as an employee that requires management, InLink is positioning itself to offer advanced solutions that are both effective and affordable. Ultimately, Cox's philosophy of balancing short-term needs with long-term growth reflects a commitment to sustainable business practices, ensuring that InLink remains a valuable partner for its clients in an ever-evolving technological landscape.
Supported by: https://getnerdio.com/nerdio-manager-for-msp/
All our Sponsors: https://businessof.tech/sponsors/
Do you want the show on your podcast app or the written versions of the stories? Subscribe to the Business of Tech: https://www.businessof.tech/subscribe/
Looking for a link from the stories? The entire script of the show, with links to articles, are posted in each story on https://www.businessof.tech/
Support the show on Patreon: https://patreon.com/mspradio/
Want to be a guest on Business of Tech: Daily 10-Minute IT Services Insights? Send Dave Sobel a message on PodMatch, here: https://www.podmatch.com/hostdetailpreview/businessoftech
Want our stuff? Cool Merch? Wear “Why Do We Care?” - Visit https://mspradio.myspreadshop.com
Follow us on:
LinkedIn: https://www.linkedin.com/company/28908079/
YouTube: https://youtube.com/mspradio/
Facebook: https://www.facebook.com/mspradionews/
Instagram: https://www.instagram.com/mspradio/
Previous Episode
Microsoft's Cloud Growth Faces Partner Blame, Cynet's New CEO, and AI's Role in Healthcare Shift
Microsoft's cloud business continues to grow, reporting a revenue of $69.6 billion in its second quarter of 2025, a 12% increase from the previous year. However, challenges in Azure sales have emerged, with Chief Financial Officer Amy Hood attributing these difficulties to partner sales execution and foreign exchange rates. Despite a 19% year-over-year increase in the intelligent cloud segment, the mention of partner execution issues raises concerns about the strength of organic Azure growth. This situation suggests that customers may be hesitating due to factors such as cost concerns and broader economic uncertainty, prompting IT providers in the Microsoft ecosystem to closely monitor potential shifts in partner strategy.
In a significant leadership change, Cynet has appointed Jason McGee as its new CEO, succeeding founder Eli Grunder, who will now serve on the board of directors. McGee, who previously led ConnectWise, brings extensive experience and a proven track record of increasing annual recurring revenue and profitability. His appointment signals a shift in Cynet's growth strategy, moving from a founder-led approach to a more structured and scale-focused model. As demand for managed cybersecurity services rises, McGee's leadership is expected to drive aggressive expansion and potentially new offerings tailored for managed service providers.
MSP360 has launched RMM version 2.2, introducing smart alert profiles that automate issue resolution for its remote monitoring and management platform. This upgrade allows users to manage alerts more efficiently and trigger automatic remediation actions, marking a shift from passive monitoring to proactive incident response. Meanwhile, TeamViewer has integrated with Google Meet to enhance remote support capabilities, enabling IT teams to troubleshoot issues in real time without leaving the platform. Both companies are focusing on streamlining IT management, with MSP360 emphasizing automation and TeamViewer enhancing collaboration tools.
The podcast also explores the implications of AI advancements, particularly in reasoning models and autonomous agents. OpenAI's new Reasoner models have improved AI's problem-solving capabilities, allowing for more effective engagement with complex issues. Additionally, the discussion highlights the risks of IT monoculture, urging organizations to diversify their technology stacks to mitigate vulnerabilities. In the healthcare sector, predictions suggest that AI will replace many front desk roles by 2026, enhancing efficiency while addressing concerns about data security and the human touch. These trends indicate a broader shift towards automation and AI integration across various industries, prompting listeners to consider the future landscape of technology and its impact on their businesses.
Four things to know today
00:00 Microsoft’s Cloud Keeps Growing—So Why the Finger-Pointing at Partners?
03:52 Cynet Brings in a Heavy Hitter Jason Magee—What’s Next for This Rising Cybersecurity Star?
05:21 MSP360 Automates Fixes, TeamViewer Joins Meetings
07:42 AI is Learning to Think Harder, IT is Learning to Diversify, and Health Care is Learning to Let Go
Supported by: https://getnerdio.com/nerdio-manager-for-msp/
Event: https://nerdiocon.com/
All our Sponsors: https://businessof.tech/sponsors/
Do you want the show on your podcast app or the written versions of the stories? Subscribe to the Business of Tech: https://www.businessof.tech/subscribe/
Looking for a link from the stories? The entire script of the show, with links to articles, are posted in each story on https://www.businessof.tech/
Support the show on Patreon: https://patreon.com/mspradio/
Want to be a guest on Business of Tech: Daily 10-Minute IT Services Insights? Send Dave Sobel a message on PodMatch, here: https://www.podmatch.com/hostdetailpreview/businessoftech
Want our stuff? Cool Merch? Wear “Why Do We Care?” - Visit https://mspradio.myspreadshop.com
Follow us on:
LinkedIn:
Next Episode
AI Talent Needed, Copilot Plus PCs Underperform, Amazon's AWS Growth Stalls, SolarWinds Acquired
Amazon has reported better-than-expected earnings for the fourth quarter of 2024, with a significant increase in net income attributed to cost-cutting measures and strength in its cloud business. Despite this positive performance, the company provided disappointing guidance for the current quarter, projecting sales that fall short of analysts' expectations. Amazon Web Services (AWS) continues to be a dominant player in the cloud market, but its growth rate of 19% lags behind competitors that are experiencing growth rates above 30%. This slower growth raises concerns about AWS's position in the increasingly competitive landscape of AI workloads.
The labor market is showing signs of cooling, with recent revisions indicating a slower decline in job growth than previously anticipated. The tech sector added nearly 7,000 jobs in January, but the tech unemployment rate has risen slightly to 2.9%. A survey revealed that over 75% of businesses are struggling to meet their IT talent needs, particularly in areas like machine learning and cybersecurity. This has led many companies to focus on upskilling existing employees to address the talent shortage.
In the small business sector, transactions rose by 5% in 2024, with a notable increase in technology-related acquisitions. Despite inflation and rising costs, demand for stable, recession-resilient businesses is growing, prompting brokers to predict an increase in seller financing amid tight lending conditions. The surge in technology transactions indicates a strong interest in IT services and software firms, which may be well-positioned for growth and acquisitions in the current market environment.
Microsoft's Copilot Plus PCs have struggled to gain traction in the market, with disappointing sales figures attributed to high prices and a lack of compelling applications. Consumers are not actively seeking AI features, highlighting a disconnect between marketing efforts and real-world demand. This situation underscores the broader challenges of AI adoption, as companies like Microsoft work to clarify the value of their products in a competitive landscape.
Four things to know today
00:00 Tech Talent in Demand as Companies Struggle to Fill AI and Cloud Roles
05:33 Copilot+ PCs Struggle as Shoppers Say ‘No Thanks’ to AI Upgrades
06:55 Amazon’s Profits Jump, But Is AWS Falling Behind in the AI Cloud Race?
09:13 SolarWinds Sells for $4.4B—And N-Able Might Be Next
Supported by: https://www.huntress.com/mspradio/
Event: https://nerdiocon.com/
All our Sponsors: https://businessof.tech/sponsors/
Do you want the show on your podcast app or the written versions of the stories? Subscribe to the Business of Tech: https://www.businessof.tech/subscribe/
Looking for a link from the stories? The entire script of the show, with links to articles, are posted in each story on https://www.businessof.tech/
Support the show on Patreon: https://patreon.com/mspradio/
Want to be a guest on Business of Tech: Daily 10-Minute IT Services Insights? Send Dave Sobel a message on PodMatch, here: https://www.podmatch.com/hostdetailpreview/businessoftech
Want our stuff? Cool Merch? Wear “Why Do We Care?” - Visit https://mspradio.myspreadshop.com
Follow us on:
LinkedIn: https://www.linkedin.com/company/28908079/
YouTube: https://youtube.com/mspradio/
Facebook: https://www.facebook.com/mspradionews/
Instagram: https://www.instagram.com/mspradio/
If you like this episode you’ll love
Episode Comments
Generate a badge
Get a badge for your website that links back to this episode
<a href="https://goodpods.com/podcasts/business-of-tech-daily-10-minute-it-services-insights-99313/ai-employees-revolutionizing-it-services-with-ken-cox-83822495"> <img src="https://storage.googleapis.com/goodpods-images-bucket/badges/generic-badge-1.svg" alt="listen to ai employees: revolutionizing it services with ken cox on goodpods" style="width: 225px" /> </a>
Copy