Zack Kass opened the mainstage on Day One, and ITBD introduced the Digital Bench:
Agent Hub on the show floor.
JERSEY CITY, NJ / ACCESS Newswire / August 5, 2026 / More than 400 MSP owners and founders have filled the Hyatt Regency, Jersey City this week for Build IT LIVE 2026, IT By Design’s eighth annual conference. Zack Kass, former Head of Go-To-Market at OpenAI, opened Day One alongside ITBD founders Sunny and Kam Kaila, drawing on his work bringing ChatGPT to enterprise buyers to make the case for how MSPs should actually deploy AI, not just talk about it.
From there, the conference has run breakout tracks spanning AI & The Future, Leadership, Operations & Profitability, Growth, Sales & Business Value, with sessions on securing AI implementations and getting an MSP found in AI-generated search results, alongside evening networking including a pub crawl.
“You can tell within the first hour whether a room is here to network or here to work,” said Sunny Kaila, Founder and CEO of IT By Design. “This one’s here to work. Every session I’ve walked into, people are taking notes they plan to use next week, not next year.”
More than 40 sessions are running across the conference. On the show floor, ITBD introduced Digital Bench: Agent Hub, a unified, governed workplace that connects an MSP’s PSA, RMM and CRM systems with a shared set of AI agents, including a digital dispatcher, an autonomous Level 1 engineer and a QA agent. The company said broader AI services, extending that same orchestration across a wider set of workflows, are planned for the fourth quarter.
“What I keep hearing between sessions is owners comparing notes on the same problem: not whether to use AI, but who on their team actually owns it,” said Kam Kaila, President of IT By Design. “That’s the conversation this event was built to force.”
Looking Ahead: the AI Accelerator will trade presentations for a live build day – owner- operators building tools, senior executives mapping strategy, and every attendee expected to walk out with something they can deploy Monday morning instead of a slide deck to file away. The conference will close with a Great Gatsby-themed night at the New York Stock Exchange.
About IT By Design
IT By Design is the operating partner behind managed service providers, the IT companies running the technology of small and mid-size businesses across North America. We build and run global delivery teams, 24×7 NOC and SOC operations, AI automation, and performance management systems for MSPs.
Media Contact:
Tushar Doara, Director of Marketing
Tushar.doara@itbd.net
(551) 278-0927
SOURCE: IT By Design
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