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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.
Creating a Strong Relationship Between PS and CS to Accelerate Value Realization
Join us for this two-hour virtual summit to hear from customer success and professional services leaders on how to help customers achieve outcomes.
Next-Generation Case Deflection: Measuring Self-Service Success
Discover key measurement strategies to drive effective self-service experiences, and learn proven methods from David Kay of D.B. Kay & Associates.
Driving Brand Loyalty with Meaningful and Personalized Customer Education
Create a roadmap for effective customer education initiatives to boost product adoption, satisfaction, and renewals.
4 Must-haves for Modern SaaS Customer Support
New requirements for delivering exceptional customer experiences for XaaS support operations and critical factors for driving SaaS revenue growth.
Must-Have Building Blocks for Technology Support Ecosystems of the Future
This webinar covers actionable strategies to build a robust and resilient technology support ecosystem and how to synergize it to drive seamless CX.
Building a Diverse Workforce: A Conversation with Petra Andersson, Ericsson
Join us for a chat with Petra Andersson, Customer Support Delivery Strategy Manager, Ericsson, to discuss steps to create a truly diverse workplace.
Onboarding for Impact: An Executive Guide to Customer Success
Discover the high-impact world of customer onboarding and how it can drive deeper customer relationships, higher profits, productivity, and ROI.
The Role of PSA in Enabling Your Business to Drive Customer Success
Join Kimble as they outline four keys to improving customer experience for your clients and highlight the ways PSA can drive that improvement.
Optimizing Content Operations: Reimagining Your Learning Content Lifecycle
This webinar explores how optimizing content operations can empower your organization to scale efficiently and meet emerging content needs.
Building the Ultimate Automated Processes for the Digital Workforce
Deliver a value-focused customer experience through process automation, and free your teams to do what they do best - build great products & services.
Future-Proof Your Field Force: Driving Technician Satisfaction and Retention
Don’t set your field technicians up for failure. Learn how Schneider Electric positions them for success by leveraging field service apps.
Exponential Impact: Exploring Enterprise-Wide Use for Remote Assistance 6 18
The opportunity now exists for organizations to expand their use of remote assistance software across the enterprise resulting in exponential impact.
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.