About this episode

Ray Rike interviews Jim Piazza about the role of the Chief AI Officer in a managed service provider and the impact of AI on service delivery and operational efficiency.

Ray Rike sits down with Jim Piazza, Chief AI Officer at Ensono, a managed services provider scaling AI across both its internal operations and customer environments. Jim brings a rare combination of deep infrastructure experience, nearly a decade at Meta scaling data center operations with machine learning, and a rigorous framework for connecting AI investments to business outcomes that executive operators can actually measure. Key Topics: Defining the Chief AI Officer Role in an MSP: Jim describes the CAIO role as a blend of CDO, CIO, and CTO with an AI lens, but with a critical distinction: the job is not to ask what AI can do. It is to identify where AI improves service delivery, customer outcomes, and financial performance. At Ensono, that meant starting small as VP of Predictive Systems, demonstrating results, and earning the mandate to expand. Prioritization, not ideation, is the core skill. Building AI Tools That Drive Internal Operational ROI: Ensono developed three production AI systems for internal use. Envision Predictive Engine analyzes telemetry data across systems to predict failures before they cause business impact, including one case where a problem was detected…

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