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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.
The Great Resignation is Here: How to Improve Employee Retention Among Support T
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Looking Forward to Success in 2022
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Emerging Services Delivery Trends to Watch in 2022
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Grow Your Machine Learning: AI-Powered Search after Implementation
Post-implementation strategies you can use to grow machine learning in your organization that will ensure your investment is maximized.
Delivering Proactive Field Service to Create Great Experiences
Key questions field service organizations should be asking when developing and expanding a proactive field service strategy.
Top 3 Indicators Your Tech Stack Is Preventing Growth
How to identify the top three indicators that your tech stack is holding back your growth.
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State of Knowledge Management: 2021
This report focuses on both the gains and the stalls in KM progress and gives insight into challenges faced by B2B companies.
Use Cases for Robotic Process Automation in the Front Office
Overview of RPA, with sales and service use cases, early successes, barriers to overcome, and how to approach a successful front-office RPA project.
Building a Seamless Customer Experience through a Unified Digital Business
Discover how to connect your sales, finance, service delivery, marketing, and support systems to deliver unique and innovative customer experiences.
Close Service Deals Faster with Automation
Automate the end-to-end services sales process for your internal teams, partners, and clients with tools that reduce friction and accelerate revenue.
How to Structure a Winning Commission Plan for Customer Success Teams
Is your customer success team being left out of the commissions process? Attend this webinar and learn how to structure a winning comp plan for CS.
Cognitive Technology: The Force Multiplier for Scaling Customer Success
The role of cognitive technology in moving customer success beyond ad hoc customer enablement to meet key customer success KPIs.