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John Ragsdale is a distinguished researcher and the vice president of technology ecosystems 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 works closely with TSIA’s partner ecosystem, identifying leading and emerging technology vendors whose products help solve the key business challenges faced by TSIA members. 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.
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.
technology summit q4 2022
Learn how partners can more easily sell services, paving the road for more effective collaboration between them and your PSA system.
The Offense Game Be There for Your Customers
Learn how to unlock expansion opportunities within your customer base and discover key strategies for integrated account planning.
Leaning into the Curve Digital Transformation During Times of Uncertainty
Discover how to deliver value for your business and customers by making strategic investments in knowledge management and content findability.
How to Create an Outcome Focused Community Journey
Discover how community impacts the customer journey, from converting prospects to customers to moving customers from members to brand promoters.
New Insights in Workforce Management for Field Service
Enhancing and streamlining workforce management, empowering teams, and impacting account satisfaction through the use of new technology and processes.
Leveraging the Power of the Gig Economy
This report looks at how companies can leverage the gig economy to become a core part of their staffing strategy.
A Masterclass in Building and Supporting Truly Optimized Project Teams
Actionable steps to ensure your project teams are armed with the clarity, control, and confidence they need to deliver transformational outcomes.
Unlocking Premium Support Success with the Right Process and Technology
Premium Support can transform support organizations from a cost center to a profit center and take the entire customer experience to the next level.
The Rise of Africa as the Next IT Outsourcing Hub
Is Africa the next global ITO hub? Learn about company successes and investments in its growing talent pools and IT infrastructure.
Three Marketing Strategies to Accelerate XaaS Success
How the top technology marketing leaders are building XaaS growth. We cover research, benchmarks, and three key priorities.
Building the Infrastructure to Enable a Knowledge Sharing Culture
Take a closer look at the most critical components to successful knowledge management including people, process, technology, and collaboration.
Staying Ahead of the Changing Dynamics of the Modern Services Workforce
Recent events changed workforce dynamics. Businesses must learn proactive strategies to retain talent and build a network of external contributors.
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.