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, self-service support, and social media.
Introducing a Framework for Change in 2020
Learn how to move your company forward by introducing change gradually and effectively.
Chatbot B2B Case Study: Reduce Call Volume, Improve Customer Experience
Learn the keys to advancing your B2B customer experience through chatbot ingenuity.
Transform Business Performance with Effective Resource Planning
How to increase your overall business performance by transitioning from revenue to resource forecasting.
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The State of Knowledge Management: 2019
Results from TSIA's 7th annual Knoweldge Management Survey, covering knowledge management and self-services for support.
5 Critical Steps for Outcomes-First Customer Service
Learn how to deliver successful outcomes for your company while keeping your customers at the heart of what you do.
Cognitive Search for Better Self-Service: 10 Secrets No Vendor Will Tell You
Join us to learn best practices on how to drive smarter self-service with cognitive search and leverage it for intelligent support.
Managing Complex Projects for Maximum Profits
Join us to learn best practices on how to drive customer satisfaction and revenue while focusing on project delivery and resource management.
The Secrets of Successful Support Communities
Learn the secrets of creating, integrating, and growing a successful support community for your company.
How to Meet Customer Expectations through CX Transformation
Redefine your customer journey by creating a culture of customer success while incorporating technology to achieve long term customer loyalty.
From Chaos to Clarity: How Support Can Build a Knowledge-Sharing Culture
How to shift your support team’s culture, with the help of your support tools, into a knowledge-sharing centric universe that will benefit all.
AI for Agents: Creating Empowered and Efficient Support Teams
Learn how to not only flip the current AI narrative, but also how to increase employee satisfaction, which lead to remarkable customer experiences.
Building the Digital Infrastructure for Support
This report provides insight into the various components of the digital infrastructure for support.
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