John Ragsdale is the distinguished vice president of service technology research for TSIA. His area of expertise is in assisting enterprise technology firms with the selection and value realization of service tools and platforms, with a constant focus on the customer experience. John drives TSIA's highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies. John earned the title of TSIA Distinguished Researcher when he reached over ten years in a research role at TSIA, having authored over 250 research articles, answered 3,000+ member inquiries, and developed frameworks and survey methodologies that helped members address complex business challenges. John also continues to take a lead role as a mentor, helping other members of the TSIA Research team master their skills.
Prior to joining TSIA, John spent over six years at Forrester Research as vice president and research director. During his career, he has held product management and marketing positions at various service and support technology vendors, including Clarify, Answer Systems, Platinum Technologies, and Nortel Networks. He has been involved in customer service throughout his career, including over 10 years managing both the internal and external customer support organizations for a global retailer.
In 2012, John released his first book, Lessons Unlearned, which chronicles his 25-year career inside the customer service industry. Filled with best and worst practices, insider gossip, and sometimes-shocking real-world stories, Lessons Unlearned helps support managers, company executives, and even customers improve service interactions.
John is a regular contributor to the TSIA blog on the topics of knowledge management, knowledge sharing, online support, self-service support, and social media.
2018 Customer Engagement Trends and What to Expect for 2019
Discover customer engagement trends and uncover what matters most to businesses and consumers as we move into 2019.
The Key to Employee Retention in the Age of Services
Learn how your PSA solution can help improve employee retention (beyond your services business).
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The State of Knowledge Management: 2018
Results from TSIA’s 6th annual knowledge management survey.
5 Ways to Achieve Operational Excellence in Customer Service
Join a panel of experts who will discuss operational excellence and provide recommendations on how to increase the value of support services.
Service and Support Metrics That Matter
Join this forward-looking session that will highlight the critical metrics support leaders should be focused on.
Make Support Personal: Inject Relevance into Every Interaction
Discover how to inject relevance into your support experiences at every customer interaction.
5 Secrets to Driving Value from PSA Implementations
Discover how to avoid common problems and conduct proper PSA implementations
One Solution for the Complete Customer Journey
Join our webinar to learn about the ROI of customer acquisition versus retention.
How to Align Customer Experience Across Your Company to Achieve Business Success
Learn achieve alignment across all departments that affect customers, including marketing, sales, and product.
How to Create a Consistent Customer Experience Across Functions
In this webinar, you'll learn why video is the most powerful tool you're not using.
Leveraging FSM and EAM to Drive Service Outcomes
Discover why organizations will want to combine EAM and FSM to optimize service delivery.
Powerful Forecasting at Your Fingertips
Join us for this webinar to learn PS forecasting best practices and how leveraging a PSA to forecast your business with greater accuracy.
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