Partner with TSIA
Diversity, Equity, and Inclusion
TSIA Giving Program
Service Revenue Generation
XaaS Channel Optimization
XaaS Product Management
Become a Member
XaaS Speaking Engagements
COVID-19 Resource Center
If you believe you are seeing this message in error,
please let us know.
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.
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.
View Members-Only Content Summary
Ask about TSIA membership to access.
Already a TSIA member? Sign In.
The State of Knowledge Management: 2020
Trends and best practices for knowledge management
Reinvent Support Communities: How to Expand Ticket Deflection to Revenue Growth
Learn how to make your community a crucial piece of your company’s retention strategy.
Accelerating and Scaling Your Professional Services Delivery for 2021
Learn how to scale your Professional Services business for the road ahead through capacity planning, partner involvement, and outcome management.
How Qualtrics XM Community Empowers Customers through Digital Self Service
Join us for a comprehensive case study on how Qualtrics created a world-class online support community unlike others you’ve seen before.
Customer Engagement for a New Digital First World
Learn how to improve your customer experience, agent satisfaction and revenue in the new normal.
Services Convergence Expanding Use Cases for PSA
An overview of professional services automation and how your team can leverage these capabilities to better predict and manage project revenues.
Findability The Search for Enterprise Content
Join us for a panel discussion on knowledge management best practices with experts from Dell, Informatica, TeleTracking, Coveo, TSIA, and more.
TSIA Enterprise Knowledge Management Maturity Model
This report guides companies in evaluating the strength of their knowledge management programs and identifies steps to take KM to the next level.
ERP for Services Based Firms Selection Implementation and Success
How selecting the wrong ERP costs you more than just dollars.
Teaching Customer Facing Skills to CSMs SITA Customer Success Case Study
Join us and learn a new approach to accelerate and transform your evolving Customer Success organization effectively and efficiently.
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.