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Why human care still wins in an AI world
Table of contents
About this episode
What if the best use of AI isn't replacing people, but helping them do more meaningful work? Matt Peters, CEO and Co-Founder of Fixify, joined Joey Pinz to talk about how AI, automation, and human care can work together to transform IT support.
Matt brings experience from Check Point, Mandiant, FireEye, and Expel, and he's learned that technology only becomes valuable when it solves a real customer problem. That conviction goes back further than his career. Growing up in Thailand, Pakistan, and Sierra Leone, he saw how solutions designed from a distance often fall apart when they meet reality. Whether you're designing software, leading a company, or running an MSP, you have to understand what's actually happening on the ground.
Matt walks Joey through Fixify's human-in-the-loop approach and the questions MSPs should ask before investing in AI. His view is that automation should elevate talented technicians instead of eliminating them, and that done well, it can improve service, retention, and growth at the same time.
The conversation also gets personal. Matt talks about coaching youth softball, working through imposter syndrome, protecting his family priorities, and focusing on effort when the results are still uncertain.
What you'll learn in this episode
- Why the best use of AI is helping people do more meaningful work
- Why technology only creates value when it solves a real customer problem
- How growing up in Thailand, Pakistan, and Sierra Leone shaped Matt's leadership
- Why solutions designed from a distance often fail in the real world
- How Fixify's human-in-the-loop approach works
- What MSPs should ask before investing in AI
- How MSPs can use automation to improve service, retention, and growth
- How Matt handles imposter syndrome and protects his family priorities
About Matt Peters
Matt Peters is the CEO and Co-Founder of Fixify, where he's redefining the IT help desk for the AI era. Before founding Fixify, he was Chief Product Officer at Expel and held senior leadership roles at FireEye and Mandiant, where he helped pioneer some of the earliest managed detection and response services.
Resources mentioned
About Joey Pinz Discipline Conversations
Joey Pinz Discipline Conversations is a podcast hosted by Joey Pinz, featuring conversations on business, leadership, and the MSP and tech industry. Each episode focuses on growth, discipline, and the lessons guests have learned along the way.
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