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John Ragsdale is the distinguished vice president of technology research 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 drives TSIA's highly regarded technology research agenda, delivering insightful thought-leadership research and analysis on the most pressing issues facing business leaders to enable them to better plan and execute their 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.
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 TSIA blog on the topics of knowledge management, knowledge sharing, online support, and self-service support.
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This report outlines major trends impacting technology across TSIA research practices and highlights technology-focused research planned for 2021.
6 Use Cases for AR and Remote Assist AI to Dramatically Improve Business KPIs
Discover how AR and AI affect digital transformation and business resiliency strategies in the world of field service and technical support.
Service Delivery in 2021 Three Trends Here to Stay
Based on findings from TSIA research, this webinar will explore the service delivery trends that will shape the year to come.
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TSIA Enterprise Community Progression Model
A look at TSIA’s Enterprise Community Progression Model, which shows the progression across four phases to become an industry thought leader hub.
Can Your Current Remote Support Tools Meet this Moment?
Join LogMeIn Rescue to learn how to evaluate your remote support tools, security safeguards that are critical & what makes best-of-breed technology.
2020 Technology Summit
Join TSIA and CSS Corp, FinancialForce, and Mavenlink as they discuss trends in revenue growth, customer experience, and digital transformation.
How Digital Leaders Are Transforming Their Customer Service with AI
How do digital support leaders use AI to meet customer expectations while keeping operational costs low? Learn what’s possible now with AI in service.
Touchless Service: The Value of Virtual Expertise
Learn how to both cut customer effort and grow satisfaction by leveraging remote support in new ways for our forever changed field service world.
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.