Understand humantity to understand technology. How will the future behavior of your customers transform you and your business? Understand your future IT users to design your vision, he said.

Mobiles are weapons not devices. Walsh said smartphones are no longer about communication, but reshaping the world around us.

Consumerization of tech support delivery. In order for a company to have successful tech support, the technology has to disappear, Walsh noted.

NextGEN of technology. The next generation of IT users will have a radically different approach to work and device interaction, based on a childhood of disruptive technology, he said.

On the concept of email. Walsh joked about how much workers rely on email. He also said the BCC (blind carbon copy) option on email is evil; it’s the ultimate weapon for office politics.

Departments are becoming company-wide capabilities. Automation is a macro trend across all parts of the business, Walsh said. He said IT administrators will become business capability administrators.

Virtualization turns work into real time data patterns. Virtualization enables IT administrators to learn about human beings and their work patterns, he said. He added that it’s a lot harder to update the DNA of people than update the way platforms work.

The user will develop the technology cycle. The next technology revolution will be human scale, Walsh pointed out. Real innovating comes from being able to see the world through your users eyes, he said.

It’s more important to make small decisions. Walsh said making small decisions daily allow businesses to constantly experiment, where they’re able to develop new innovations, ideas.

In summary. Walsh said MSPs needs to pay attention to the next generation of users, network capital, platforms and data driven innovations.