CREATE Strategy Premiers at ServiceTitan’s Pantheon 2024

There’s no better place for a customer experience (CX), process and service improvement company to emerge than at ServiceTitan’s PREMIER event #Pantheon2024! Thousands of trade companies across various industries come together to learn, network, motivate, inspire, and celebrate their accomplishments as they continue to evolve in today’s ever-changing world.

The highlighted theme, presented by Keynote speaker, Marcus Lemonis, “People, Process, Product: The Three Ps Leading To Maximum Profit & Prosperity”,  is parallel to the mantra of our industry’s People, Process, and Technology – although not nearly as cool of an alliteration.  The key takeaway from this event was that trade companies are facing a pivotal moment in their evolutions. One quote that stood out in John Day’s session on “Elevating your Growth Strategy,” echoing what  CREATE Strategy has heard other companies repeatedly say: “We’ve always done it this way… so why change?” Yet, three major themes stood out around the need for change; the right service experience can make or break competition, good help is hard to find, and how owners transition their grassroots companies to new leadership.

The right service experience can make or break competition. 

In an age where finding a service is LITERALLY at the tip of your fingers, how do you differentiate yourself? These trade companies must balance choosing the right technological tools, like ServiceTitan, to create a solid software ecosystem that enhances their employee's ability to effectively accomplish their jobs and deliver their existing services, while also continuing to innovate and provide new opportunities, experiences and services to their customers, creating stronger brand loyalty. CEO of LB Capital, Lance Bachman delivered an amazing presentation on “How Tech Is Changing the Way We Do Business”, he discussed not only how technologies are revolutionizing the industry, but also emphasized how enhancing customer and employee experiences ultimately boost the bottom line.

This was a thrilling epiphany as helping companies define the right service to deliver to enhance customer and employee experiences  happens to be our bread and butter. We love working with companies to evaluate their current operations and customer experience in order to find quick wins that bring instant value, while also seeking new ways for companies to become the hero to their customers.

Good help is hard to find.

One conversation that was extremely prevalent at the conference was that of talent retiring and bringing in new talent. As the ‘Boomer’ generation begins to retire and Gen X and Millennials age into management positions many companies are facing a large gap in qualified and quality trade technicians. Less of the younger generations are seeking training and education in the trades with seemingly more attractive job options in tech – and while the older generation is retiring, companies are learning that the middle generation might have the leadership skills, but not necessarily the trade knowledge, education and skills to lead these trade companies into new eras.

While there is no way to magically create instant quality employees, CREATE Strategy is primed to work with trade companies to educate and activate new solutions, while making adjustments to existing operations allowing for scaling and forecasting based on predicted growth and capability. Get more with less by investing the right kinds of change for your company.

How owners transition their grassroots companies to new leadership.

A second challenge posed by the Boomer retirement trend is determining the future of the companies they built. In cases where there is no successor available or children are not interested, has led to a surge in Private Equity (PE) and Venture Capital (VC) groups stepping in to acquire numerous small businesses, creating a large trade of ‘Branded Houses’, or individual “House of Brands”. Getting your company ready to sell can be complicated and in Pantheon’s “M&A Insights: Preparing for Acquisition”, industry experts Richard Lewis, Dietrich McCall, Daniel Youman, and Eli Greenspan spoke on a panel lead by ServiceTitan’s own Chris Hunter about the state of the industry and what Trade companies need to do to prepare for a merger or acquisition. 

The list of requirements PE and VC companies look for can be easily turned into the right showcase. Whether your company needs support in telling your company’s brand story, identifying your differentiator, showing your operational efficiencies, or determining employee satisfaction, retention rates, and market capture, CREATE Strategy can help you prepare. We can help you show how you deliver value to your customers and where there are opportunities for growth or evolution in order to get the highest return for your company when selling to a PE or VC.

Follow us on LinkedIn and Instagram for more examples of how we can help you trade business during this pivotal evolution.

The trades are one of the few industries not yet being disrupted by AI, but more and more technologies are being developed to enhance the operational and customer experiences of these typically traditional companies. As society evolves, so do businesses. As an example, ServiceTitan CEO & Co-Founder Ara Mahdessian and VP, of Pro Products Vahe Kuzoyan gave a speech on “Operating the Service Business of the Future” where they discussed the various current-state needs of the trade industry and premiered some new and innovative tools ServiceTitan is launching to provide support to the many operators out there.

Part of CREATE Strategy’s mission is to continue to strengthen the bridge between businesses and the people who serve them and whom they serve. There are so many opportunities to help businesses achieve their 2025/2026 goals! Reach out to us for more information about how we can customize a solution that fits your business needs.


A HUGE thank you to ServiceTitan’s founders Ara Mahdessian and Vahe Kuzoyan for throwing an amazing event with the BEST after party we have ever been to! (Literally Boyz II Men, Wilson Phillips, and Bret Michaels performed!!)

Also shameless plugs to some amazing startup tech companies we have met along the way! If you’re looking for unique estimating software ping Airship, and for amazing employee onboarding software check out Allboarder!