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John Ragsdale is a distinguished researcher and the vice president of technology ecosystems for TSIA. His area of expertise is in assisting enterprise technology firms with the selection and value realization of tools and platforms, with a constant focus on the customer experience. John works closely with TSIA’s partner ecosystem, identifying leading and emerging technology vendors whose products help solve the key business challenges faced by TSIA members. 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.
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.
Reduce Customer Effort With an Effective Knowledge Management Strategy
Dive deep into knowledge management strategies that will help your business create a seamless DCX wherever users look for information.
Adoption The Key Ingredient for Customer Success and Product-Led Growth
Get faster business results, drive renewals, and expand selling efforts using key adoption metrics at each point of the customer lifecycle.
Salesforce Insight: Key Elements of their Digital-First Support Strategy
Learn how Salesforce is creating an integrated digital customer experience with a digital-first support strategy, plus what metrics you should track!
Diagnostic Intelligence Rethinking how Knowledge is Shared Across Service Silos
Learn how AI-based Diagnostic Intelligence captures HOW issues are diagnosed and resolved and shares it to guide people to better resolutions, faster.
The Role of Customer Education in your Digital Content Strategy
Explore the newest industry trends in Customer Education to inform the way your team builds and delivers a successful customer learning experience.
Brand Community Essentials for Support and Beyond
Learn how Support, Customer Success, Marketing, and Sales teams help build, grow, and maximize the benefits of a brand’s customer community.
Pivoting to XaaS: Transform Your Business to Accelerate Revenue and Margins
How can high-tech companies shift from selling products to delivering business outcomes? Join leaders from Genpact and Extreme Networks for insights.
Technology Summit: Automating the Services Quote-to-Cash Cycle
Join us as we explore the unique requirements for automating service sales and discuss how to boost services revenue and utilization rates.
Whats Next After Digital Transformation?
A conversation between TSIA’s John Ragsdale and Sensei Labs CEO and Co-Founder, Jay Goldman, the best-selling author of The Decoded Company.
Winning at DCX With Cognitive Technology: The CIPA Maturity Model
Learn why a seamless end-to-end DCX is a critical differentiator for enterprises and strategic value of cognitive technology in DCX value realization.
New Driving Forces Behind a Great Employee and Customer Experience
Learn how to create empowered employees and best practices for connecting people, technologies, and processes to deliver exceptional CX at scale.
Driving Consistent Customer Experiences in an Omnichannel World
Learn how an omnichannel strategy for learning content can improve the customer experience and give you a competitive advantage in the marketplace.
The Technology & Services Industry Association (TSIA) is dedicated to helping technology and services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.