if their providers have not only the right capabilities to serve current need but also the abilities to navigate what comes next, said the IT advisory and provider of managed services. “Organizations are asking whether their MSP can do more than maintain infrastructure and answer tickets,” said the Corsica report. “They want a partner that can help them modernize, reduce risk, support business goals and simplify complexity across an increasingly demanding environment.” In many cases, providers and channel partners won’t even be aware that relationships are being reconsidered. After all, a full 96 percent of IT and security decision makers surveyed said they trust their MSP at least somewhat to act in their organization’s best interest, while 84 percent said their MSP has made managing technology easier during the past year. Nearly nine out of 10 (87 percent) are even satisfied with the level of strategic guidance their MSP provides. Yet 65 percent of IT and security leaders are considering switching MSPs in the next 12 months. “Many providers may be doing enough to remain liked, respected and trusted in general. But those same providers may not be demonstrating the capabilities, proactivity, or strategic depth that customers now believe they need to move forward with confidence,” said researchers at Corsica Technologies. It’s what Corsica described as a type of “trust paradox” in which trust and switching intent coexist. Even though a customer may have little or no reason to dislike a provider, they still could very well be getting ready to move on from said provider. This paradox (or gap between current service and future readiness) also is evident when looking at pain points versus the reasons that drive organizations to consider a provider switch. The top MSP pain points experienced by respondents during the past 12 months were mostly familiar complaints, including grumbles around slow response times, support delays, unexpected fees and poor communication, show the Corsica findings. The top issues driving organizations to consider a provider switch, meanwhile, were much bigger picture issues. The top three responses included “reactive rather than proactive service” (33 percent); “limited support for AI or automation” (33 percent); and “lack of strategic guidance” (30 percent). “The findings suggest that the MSP market is not being reshaped by outright dissatisfaction alone,” said Corsica researchers. “It is being reshaped by a widening gap between what organizations need next and what many providers appear ready to deliver.” Of course, filling this readiness gap will not be easy, by any means. Businesses not only want partners that can reduce complexity, deliver clearer commercial terms, bring stronger cybersecurity expertise, support AI and automation initiatives and integrate data across increasingly interconnected environments. They also expect providers to be proactive, aligned with long-term outcomes and capable of evolving with their needs. It’s either that or strong verticalization. According to surveys by GTIA, 71 percent of MSPs said acquiring new customers is their biggest challenge, ranking it above every other business issue. This reality makes retaining customers by resolving the trust paradox all the more important. “For MSPs, the message is straightforward: future growth will not be won by maintaining the status quo,” the Corsica study concluded. “It will be won by proving that you can help customers move forward with greater clarity, confidence and capability.” o Top Pain Points with Current MSP What Drives Organizations to Consider Switching Providers Slow response times or support delays 27% Reactive rather than proactive service 33% Unpredictable billing or unexpected fees 26% Limited support for AI or automation 33% Limited ability to support data integration across systems 25% Lack of strategic guidance 30% Limited cybersecurity expertise 24% Limited data integration capabilities 28% Weak communication or account management 24% Limited cybersecurity capabilities 27% Limited support for AI or automation initiatives 23% Unpredictable billing or pricing concerns 26% Unfriendly or difficult support technicians 23% Weak communication or account management 26% Too reactive rather than proactive 23% Poor service or support experience 25% Lack of strategic guidance 21% Lack of business alignment 25% Not focused on our long-term success 21% Contract or commercial concerns 22% Source: Corsica Technologies; surveys of IT and security decision makers 34 CHANNELVISION | FALL 2026
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