John Ragsdale is the vice president of technology and social research for TSIA. His area of expertise is in creating strategies for improving the service operations and overall customer experience by leveraging innovative technology. 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.
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.
John is a regular contributor to the Inside Technology Services blog on the topics of knowledge management, knowledge sharing, online support, and social media.
Evolving Customer Support to Embrace Digitization
you will learn how to move the people, process and technology of support forward to meet the growing digital demands of highly connected customers.
How TSW Exhibitors Can Win a 2018 TechBEST Award
As a TSIA partner, find out how your company can get honored with the prestigious TechBEST Award.
Channel Your Inner Knowledge and Increase Project Profitability
Discover ways to deliver projects on-time, on-budget when team members get just-in-time answers to time sensitive questions.
Driving Customer Satisfaction with PSA in a Talent-Centric World
Learn to remove process gaps when capturing time and expense, accounting for revenue, billing and customer invoicing.
Tracking for Soft Skills in Project Management
Learn the significance of tracking soft skills when managing resources, and how Oracle NetSuite's PSA application, OpenAir, simplifies this process.
Achieving Harmony Between Bots & Humans
Learn how bots & human agents can work together to provide seamless, personalized interactions across all digital touchpoints.
Agile Resource Management: Best Practices of High Performing PS Teams
Discover what industry leaders are doing to achieve agility through modern resource management practices and processes.
AI for The New Service Economy
Join us for this live discussion about the use of AI in the Professional Services world, and beyond.
Leveraging A.I. to Deliver Dramatically Better Deflection Rates
See how Artificial Intelligence (A.I.) is quickly delivering significantly better deflection rates across a variety of use-cases.
Reinvent Services Today: A Call to Action for Industrial Manufacturers
Learn about connected products and analytics that are needed to reinvent service offerings that customers will pay for.
Decoding AI: How to Harness AI in Practical Support Scenarios
Learn real life examples of how leading support organizations are leveraging AI and machine learning to transform their support operations.
Customer Expectations Are Changing, Can Your Tools Keep Up?
Join this webinar as we discuss one such tool which has been frequently neglected by support organizations: remote support solutions.
The Technology Services Industry Association (TSIA) is dedicated to helping 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.