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.
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, self-service support, and social media.
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.
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