New CBTS CEO: ‘AI And Cybersecurity Are At The Heart Of Our Strategy’

‘Cybersecurity is probably the area where AI is most deeply embedded in our operations. That gives us not just credibility, but real-world insight we can pass on to our clients,’ says new CBTS CEO Kristin Russell.

Kristin Russell, the new CEO of Ohio-based solution provider CBTS, is putting AI and cybersecurity at the forefront.

With more than two decades in the industry, and even on the customer side, she knows cybersecurity is of the utmost importance and how AI can play into that.

“AI and cybersecurity are at the heart of our strategy,” she told CRN. “We consider ourselves an AI-enabled IT services company. That means we’re not just selling AI, we’re helping customers get ready for it. That starts with foundational elements like data architecture, infrastructure and processes.

“Cybersecurity is probably the area where AI is most deeply embedded in our operations,” she added. “That gives us not just credibility, but real-world insight we can pass on to our clients.”

Prior to joining CBTS in May, Russell served as president of the global enterprise computing solutions division at Arrow Electronics overseeing a $20 billion business unit with about 5,000 employees in 34 countries. Her career also includes leadership roles in sales, IT, technical services and general management at industry powerhouses such as Deloitte Consulting, Oracle and Sun Microsystems. Additionally, she served as secretary of technology and chief information officer for the state of Colorado.

“That role taught me the importance of stakeholder alignment and clarity of purpose,” she said of her time working for the state. “There’s always a shiny new technology, but implementation without strategy is a recipe for wasted resources. In government, we had to push innovation, like AI and cloud, but with limited budgets and heightened scrutiny. I learned how crucial it is to listen, communicate clearly and make sure everyone understands the ‘why’ behind the ‘what.’”

Cincinnati-based CBTS, which made the CRN 2025 MSP Elite 150 and the Solutions Provider 500 lists, is a portfolio company of TowerBrook Capital Partners.

CRN spoke further with Russell about her new role, how she will continue to deliver value to customers and what sets CBTS apart from the competition.

What was it that drew you to CBTS?

There were really three big reasons I was excited to join CBTS. First and foremost, it’s the people. This is a company full of passionate, committed, deeply technical individuals, many of whom have been here for a long time. In any organization, success always rides on talent and CBTS has a remarkable foundation there.

Second, the customer base really stood out. We have longstanding relationships with some of the most incredible companies out there, and that’s a huge privilege. And third, the technical depth and evolution of CBTS really impressed me. It’s not just a legacy infrastructure company, over 50 percent of our business is in services now. That service-driven, technically grounded DNA positions us well to innovate in areas like AI, which is just taking off across industries.

How do you plan to apply your experience to guide CBTS through its next phase of growth?

I’ve had the benefit of sitting on every side of the IT decision-making table. I’ve been a CIO, so I know what it feels like to be the buyer. I’ve worked with OEMs and distributors, and I’ve led teams delivering services. That 360-degree view really helps me appreciate the dynamics of how decisions get made in what matters, what pain points exist and where the value truly lies.

Having been in tech for two decades, I’ve seen cycles such as cloud, mobile, digital transformation and now AI and quantum. Each wave has changed the game, but what’s consistent is this: technology itself is easy. People, and change, are hard. So my job is to bring that perspective to CBTS, to help us stay grounded in business outcomes while riding the next wave of innovation.

What are your first priorities as you step into this leadership role?

First, I want to get out and meet as many customers as possible. Listening is key. I want to hear what they need, what challenges they’re facing and how CBTS can better support them. Internally, I also want to listen to our employees. We’ve been through change and I want to understand how our teams are doing, what motivates them and what obstacles they face. That will feed into shaping our strategic priorities over the next three to five years. It’s all about alignment, internally and externally, so that we can execute effectively.

Looking ahead, what do you see as the biggest opportunities and challenges in the role?

I think they’re often one and the same. Take AI, everyone’s talking about it. But from a customer perspective, it’s overwhelming. Where do you even start? What’s the right application? What’s the ROI? There’s real opportunity for us to act as a guide. Not just sell AI, but help our customers understand what they’re trying to achieve and then work backward. That means helping them assess infrastructure, data readiness and change management. AI isn’t plug-and-play. But we have the expertise, and more importantly, the mindset to walk with our customers every step of the way.

CBTS already has a strong Fortune 100 customer base. Where do you see new growth coming from?

We have a great foundation, but there’s still a lot of room to grow, especially in the mid-market and enterprise space. A lot of customers in industries we already serve just don’t know who CBTS is yet. So awareness and outreach will be critical. The message we want to get out is, ‘We’ve helped companies like yours for years, now let us help you.’ It’s not a complete reinvention. It’s about scaling what we already do well and expanding our visibility.

So what would you say differentiates CBTS from the competition?

I’ll always come back to the people. The talent, the passion, the commitment, it’s unparalleled. I know I’m new but I’ve been blown away. Second, our customers view us as a true partner. When I asked them, ‘What comes to mind when you hear CBTS?’ the most common answer was, ‘trusted advisor.’ That speaks volumes.

Third, we’ve got deep technical chops. Thousands of certifications, a strong services business and a legacy of solving tough problems. We’re not about pushing products, we’re about outcomes. That’s the real differentiator.

You previously served as Colorado’s first secretary of technology and CIO. What lessons from that experience will you bring to CBTS?

That role taught me the importance of stakeholder alignment and clarity of purpose. There’s always a shiny new technology, but implementation without strategy is a recipe for wasted resources. In government, we had to push innovation, like AI and cloud, but with limited budgets and heightened scrutiny. I learned how crucial it is to listen, communicate clearly and make sure everyone understands the ‘why’ behind the ‘what.’ Those same principles apply here, especially as we scale digital transformation initiatives. And since CBTS also serves the public sector, my experience gives me a unique empathy for those clients and the challenges they face.

How will you embed values like inclusion and innovation into CBTS’ strategic direction?

Innovation thrives on diversity of thought, background and experience. When you have a room full of different perspectives, you get better ideas and stronger decisions. Inclusion isn’t just a social value, it’s a business imperative. That’s already part of CBTS’ DNA and we’re going to continue to expand on that. We need to reflect the communities where we live and work, and that diversity will help us better serve our customers too.

Let’s talk more specifically about AI and cybersecurity. How do these technologies factor into CBTS’ long-term vision?

AI and cybersecurity are at the heart of our strategy. We consider ourselves an AI-enabled IT services company. That means we’re not just selling AI, we’re helping customers get ready for it. That starts with foundational elements like data architecture, infrastructure and processes.

On the cybersecurity side, AI is already deeply embedded in our operations. In fact, many of the threats we neutralize are addressed by AI before a human even sees them. The bad actors are using AI so we have to stay one step ahead. That’s where our trusted advisor status really comes into play. Clients rely on us to guide them through that complexity, and we take that trust seriously.

There’s been a lot of M&A activity and private equity movement in the IT services space. What’s your take?

It’s a sign of a maturing, evolving market. The space is fragmented and that creates opportunities for smart consolidation and value creation. I feel incredibly lucky to have a sponsor like TowerBrook. They’ve been thoughtful, strategic and have a clear vision for how CBTS can play an even bigger role in this ecosystem. With their support, we’re positioned to grow smartly and sustainably.

Where do you hope CBTS is a year from now?

A year from now, I want CBTS to be recognized as the premier AI-enabled IT services company in the region. That means deep trust with our customers, the right mix of products and services that solve real problems and a magnetic culture that attracts the best talent in the industry.