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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.
The Simple Idea of Self Service as a Corporate Strategy
Many companies still view self-service as a channel. Join us as we evaluate it as a corporate strategy for your customers and agents.
Real World Case Study Unifying Support Service Experience with Customer Data
A hyper-growth story: How FiveTran uses AI to extract, analyze, and act on customer signals to improve the service experience delivery.
Quote More Sell More with Services CPQ
Discover how Services CPQ transforms quoting anything “as a service,” reducing proposals from days to hours or minutes.
How to Deliver the Most Relevant Self Service Experience Every Time
Learn the key elements for a relevant and successful self-service experience in 2021. We’ll share steps to get ready for your transformation.
How to Monetize Your IoT SaaS Service Offerings in 2021
Monetize consumption and content, establish a competitive advantage, and drive revenue growth.
Content Findability with Elastic Workplace Search: A Practical Guide
Discover everyday tips and advice on how utilizing unified search helps to maximize team productivity, reduce content silos, and boost ROI.
Disrupting Service Delivery 3 Lessons for Faster Growth in 2021
Learn how companies are shifting their service delivery strategy resulting in improvements to profitability, growth, and customer satisfaction.
Hindsight is 2020 A Closer Look at Whats Driving Sales Performance in 2021
Help modern sales teams use a data-driven approach to better understand customer needs and sell more effectively in today’s digital sales environment.
2021 Trends in Outsourcing
This report outlines two trends in outsourcing: the increase in outsourcing contracts and meeting the needs of larger enterprise customers.
The State of Technology: 2021
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.
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.