At the Boca Raton Innovation Campus—the birthplace of IBM’s personal computer and a landmark of technological innovation—industry leaders recently gathered for the 7 Figure MSP Global Conference to discuss how artificial intelligence is reshaping business. Among the voices on stage was Darren Coleman, CEO of Coleman Technologies, a Langley-based IT and cybersecurity firm recognized for helping organizations adopt technology with structure and security.
Coleman’s message was clear: the winners in the AI era won’t be the fastest adopters, but the most strategic ones.
Q: You’ve been talking about “strategy before automation.” Why is that so critical right now?
Darren Coleman: Because AI has outpaced governance. Most businesses are running before they’ve learned to walk. Employees are already using AI tools—ChatGPT, Gemini, you name it—without oversight, often feeding sensitive data into systems no one has vetted. That’s not innovation, that’s exposure.
The goal isn’t to slow adoption; it’s to guide it. AI can be transformative, but without leadership, it becomes a liability. The companies that think before they automate will outperform the ones chasing headlines.
Q: At the Boca Raton conference, you introduced your Tiered AI Services Framework. What problem does it solve?
Darren Coleman: It solves the “now what” problem. Every organization is experimenting with AI, but few have a roadmap for scaling it responsibly.
Our Tiered AI Services Framework gives leaders a structure to do exactly that.
- Foundation: Create policies, train teams, and set clear boundaries.
- Rollout: Build prompt libraries, assign ownership, and measure adoption.
- Optimization: Treat AI as a managed service—track ROI, revisit strategy, and continuously improve.
It’s about turning AI from a novelty into something measurable, governed, and accountable.
Q: You shared the stage with Mitch Joel, one of the most respected digital transformation experts. How do your views align—and differ?
Darren Coleman: Mitch inspires people to think big—about growth, creativity, and the power of ideas. I focus on grounding those ideas in operational reality. You can’t innovate without guardrails. Creativity without security is chaos; security without creativity is stagnation.
What I love about Mitch’s message is that it pushes leaders to imagine what’s possible. My message is: let’s make it sustainable. AI amplifies whatever you already have. Strong leadership and clear process make it a force multiplier. Without those, AI just accelerates dysfunction.
Q: For business owners ready to start, what are the essential steps to adopt AI safely?
Darren Coleman: Start with leadership. AI isn’t an IT project—it’s a business strategy.
I tell executives to follow five steps:
- Get buy-in at the top. If leaders don’t model AI use, teams won’t either.
- Write a clear policy. Define what’s acceptable and what’s off-limits.
- Train your people. Employees are your first line of defense—and innovation.
- Share what works. Internal “show and tell” sessions spread best practices fast.
- Reward smart use. Recognize those who apply AI to drive results, not shortcuts.
These steps aren’t complicated, but they’re often skipped. The result is fragmented adoption and missed opportunity.
Q: What’s the biggest misconception about AI that you hear from executives?
Darren Coleman: That AI replaces leadership. It doesn’t. It reveals it.
AI doesn’t make bad organizations better; it makes them more efficiently bad. The companies seeing real gains are the ones where leadership defines purpose, process, and ethics up front. AI is powerful, but it needs direction. As I said at the conference, AI doesn’t replace leaders—it requires them.
Q: You’ve worked in IT and cybersecurity for more than two decades. How does this AI shift compare to past technological waves?
Darren Coleman: This one’s different because it touches everything—marketing, operations, security, even culture. When the cloud came along, businesses could choose whether to move. With AI, the choice is made for you. Your competitors, your vendors, even your attackers are using it. The question is: are you using it intentionally, or by accident?
That’s why managed service providers like us are evolving. Our job isn’t just to fix problems anymore—it’s to guide innovation safely.
The Path Forward
AI is already redefining how companies operate and compete. For leaders willing to pair innovation with structure, the opportunities are enormous.
Coleman’s work at Coleman Technologies reflects a broader shift in the IT industry—from reactive support to proactive leadership. As he puts it, the organizations that will thrive in the coming decade aren’t those deploying more technology, but those deploying it with purpose.
“The future,” he says, “belongs to businesses that think before they automate.”
About Darren Coleman:
Darren Coleman is the CEO of Coleman Technologies, a Langley, BC–based managed IT and cybersecurity firm recognized for 25 years of innovation in cloud, AI, and data protection. Under his leadership, the company has been named MSP of the Year at The 20’s VISION 25 Conference and is a three-time Consumer Choice Award winner. Coleman is also a #1 bestselling co-author of Easy Prey and The Canadian IT Playbook, and a frequent media contributor on the evolving intersection of technology, risk, and leadership.
