John Ragsdale

Distinguished VP, Service Technology Research

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.

John Ragsdale

John Ragsdale Talks About Technology and Social Research

Strategic Services Journey Map

Top Technology and Social Research Strategic Services Engagements

  • Optimizing Knowledge Management
  • Technology Self-Service Assessment
  • Social Support: Online Communities & Social Media
  • Customer Engagement Strategies: Multichannel and Self-Service Support
  • The Mobile Enterprise
  • Automating Professional Services: PSA 2.0
  • Service Technology Adoption and Spending Trends
  • Creating the Ultimate Customer Portal

See What I'm Up To

Check out the most recent technology and social research resources.

April 25

Where the Rubber Hits the Road: Helping Consultants become Technology Champions

Learn how to empower your consultants to win with technology and have the project delivery you envisioned from day one.


Crawl, Walk, Run: The Stages of Your Support Transformation

Learn step-by-step from start to finish how to build your service transformation map.


Mastering the 5 Rs for High Performance Customer Support

Learn how the 5 R’s-response, recognition, relief, resolution, and renewal can supercharge your customer support and employee experience.


Triple Win: How Culture Can Impact Success Teams, Customers, and the Bottom Line

Learn how to define a “connection-focused” corporate culture that can truly impact employees, customers, and the bottom line.


Aligning Data Across the Digital Customer Journey Experience

Learn how a unified technology platform can uncover customer insights and help achieve better outcomes today.


2019 STAR Awards Instructional Video

This is the “how to” guide for what it takes to effectively participate in this rigorous, peer judged competition that is the TSIA STAR Awards.


Death of Average Handle Time: Your Support Experience Reimagined

Learn how to balance prioritizing the customer experience, becoming comfortable with handle time and gain efficiencies outside of call time.


Top 4 Professional Services Challenges of 2019 and How to Overcome Them

Learn how to deliver a better performance and overcome top challenges facing professional services in 2019.


Beyond the Hype: Customer Support AI and Knowledge That Works

Learn top trends, proven use cases, best practices, and real-world, at-scale success stories for customer support AI.


3 Ways to Improve Call Deflection and Mean Time to Resolution

Learn how unified knowledge, integrated workflows, and machine learning can impact call deflection and mean-time-to-resolution (MTTR).


How to Improve Customer Success with Customer Training

Develop customer training programs that deliver a customized learning experience that fosters engagement and product adoption.


Building Your Self-Service Journey Map

Learn how to build a self-service journey map that outlines every touchpoint of the support journey and the experience it should deliver.