Partner with TSIA
Diversity, Equity, and Inclusion
TSIA Giving Program
Customer Growth and Renewal
Service Offer Management
XaaS Channel Optimization
XaaS Product Management
XaaS Speaking Engagements
Become a Member
COVID-19 Resource Center
If you believe you are seeing this message in error,
please let us know.
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.
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.
View Members-Only Content Summary
Ask about TSIA membership to access.
Already a TSIA member? Sign In.
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 Automaton 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.
Funding the Growth of Your XaaS Managed Services Portfolio
Discover a purpose-built path and funding options to address the challenges of transitioning to a services-led recurring revenue model.
The Three Pillars of Support Communities
Communities are on the rise, and more companies are finding value in peer-to-peer customer support, but a successful community is more than a forum.
This document reports key research findings on the topic of unconscious bias in the workplace.
Creating a Strong Relationship Between PS and CS to Accelerate Value Realization
Join us for this two-hour technology summit to hear from customer success and professional services leaders on how to help customers achieve outcomes.
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.