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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 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, and self-service support.
The Art, Science, and Technology of Virtual Service Delivery
Learn how the combination of creativity, innovation, and technology that will help professional services organizations gain a winning edge.
Benefits to Co-Browsing Across the Customer Journey
Join us to learn emerging trends in visual engagement and new approaches to co-browsing that are helping organizations like yours meet top CX goals.
Salesforces Secret Growth Engine During COVID19 A Culture of Customer Success
Develop a road map for growth through these challenging times by putting your customers first to not only meet but exceed your business goals.
Redefining Customer Experiences The Era of Virtual Engagement Tools
Join us and explore a myriad of use cases for virtual engagement tools that will not only serve you now, but also in the forever changed future.
Todays New Services Mandate and the Future of Service Delivery
Learn how to successfully deliver virtual services, not only in today’s climate but also in the new world going forward of virtual employees.
The New Normal Virtual Field Service and Digital Support
Join us and discover how to be equipped to succeed in the undefined future of virtual support using modern and adaptable remote expertise tools.
Slides | Building the Sales Digital Infrastructure
Get an overview of the emerging digital capabilities sales teams can leverage to drive top line revenues.
2020 STAR Awards Program
The STAR Awards offer TSIA members the opportunity to showcase their company's commitment to outstanding innovation, leadership, and excellence. This . . .
Building the Sales Digital Infrastructure
What does digital transformation actually mean and how can you prepare.
Help Customers Help Themselves 3 Digital Self-Service Strategies That Work
In this case study, learn how to rapidly adapt to your customers’ needs with the information you already have using improved digital self-service.
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The Chatbot Comeback
Considerations to think through before deciding whether a customer- or employee-facing chatbot is right for your organization.
Three Keys to Smashing Bottlenecks that Prevent Services Success
Join to gain knowledge on how to achieve services success and hold your bottom line using clarity, context and speed.
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.