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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.
Achieving Optimal Customer and Employee Retention with Quality Monitoring (QM)
Attain optimal retention of both employees and customers by deploying a dual-purpose, comprehensive, quality monitoring program.
Extracting Knowledge from Customer Interactions Is an Enterprise Superpower
Customer Support can now leverage the immense amounts of enterprise knowledge and customer interactions to drive growth and remove customer friction.
How to Crush Your KPIs and Deliver Consistent Results
Best practices to drive consistent results, including project delivery, healthy utilization rates, and client satisfaction.
Bring Automation to Technical and Field Support with the Latest AI Advancements
Learn how to provide multi-channel self-service to customers and skyrocket support staff productivity. Includes Case Study by Manish Kumar, Nutanix.
Systematically Execute Expand Selling for 2023 Growth
Discover a systematic approach to expanding and retaining key accounts in the coming year.
Building an Intelligent Service Organization: A Case Study
See how Athenahealth powers self-service resolution & creates an easy agent experience to improve satisfaction, effort and cost efficiency with Coveo.
3 Ways Customer Success Organizations Can Drive Revenue and Profitability
Learn how your customer success organization can be the hero of your business and the catalyst of revenue growth in 2023.
Enabling Education Everywhere
Learn how education organizations are under pressure to help drive product adoption and digital transformation.
7 Field Services Predictions to Increase Revenue and Improve CX in 2023
Gain insights from millions of IT field service work orders and TSIA research to unlock ways to improve customer experience and increase revenue.
Eliminating Customer Journey Friction with Preventive Support
Discover preventive care strategies for SaaS that drive customer loyalty and repeat business.
Top 5 Trends for Professional Services Organizations in 2023
How professional services organizations can proactively prepare themselves to manage growth and profits in the turbulent economic conditions ahead.
Align Support and Success with Actionable Account Health Scores
Learn how customer success teams can leverage more insightful health score data through a positive and proactive customer support experience.
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.