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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.
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.
Scaling Tech Support for a Remote World
Learn how to navigate the changed world for technical support agents using new performance metrics all while maintaining customer engagement.
Building the Infrastructure for Virtual Customer Experiences
This report provides an overview of various approaches to virtual engagement.
Cognitive Search: The Missing Chapter in Your Chatbot Story en
Discover how applying cognitive search to your chatbot can provide customer satisfaction, while boosting efficiency.
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Evolving Customer Channel Preferences
Results from the TSIA 2020 Channel Preference Quick Poll and recommendations for how these findings should be influencing your channel options.
Hitting Your Numbers In 2020 Optimize Services Delivery from Bid to Bill
Start with the sale, learn how to achieve your revenue goals while maintaining client satisfaction.
Scale Your Support Organization Using AI: A RingCentral Case Study
Learn how a comprehensive digital transformation strategy can lead to better SEO with increased customer satisfaction.
Five Ways to Future-Proof Your Content
Learn how to ensure your content stands the test of time so you can maximize on new opportunities in the future.
Five Steps to Successful Transformation
Five steps to successfully planning and executing transformation projects.
The State of Technology: 2020
This report outlines major trends impacting technology across TSIA research practices and highlights technology-focused research planned for 2020.
Migrating to the Cloud
Join us to ensure your journey to the cloud is adaptable, simple and successful.
Will Digital AI, Liquid Workforce & Resource Optimization Drive Success in 2020?
Join us to learn incremental steps businesses can take to get started with AI.
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.