Partner with TSIA
TSIA Giving Program
Service Revenue Generation
XaaS Channel Optimization
XaaS Product Management
Become a Member
XaaS Speaking Engagements
If you believe you are seeing this message in error,
please let us know.
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.
How Qualtrics XM Community Empowers Customers through Digital Self Service
Join us for a comprehensive case study on how Qualtrics created a world-class online support community unlike others you’ve seen before.
Optimizing the LAER Process 3 Competitive Advantages Produced by Data Science
Learn how technology firms are helping sales organizations and channel partners create higher win rates, better retention and greater profit margins.
Services Convergence Expanding Use Cases for PSA
An overview of professional services automation and how your team can leverage these capabilities to better predict and manage project revenues.
Findability The Search for Enterprise Content
Join us for a panel discussion on knowledge management best practices with experts from Dell, Informatica, TeleTracking, Coveo, TSIA, and more.
ERP for Services Based Firms Selection Implementation and Success
How selecting the wrong ERP costs you more than just dollars.
Teaching Customer Facing Skills to CSMs SITA Customer Success Case Study
Join us and learn a new approach to accelerate and transform your evolving Customer Success organization effectively and efficiently.
Delivering an Exceptional Customer Experience in an Omni Channel Environment
Learn best practices for creating an omni-channel support strategy enabling a tailored, continuous, and unified customer experience.
Automation and Operational Excellence Delivering Predictable Customer Service
Learn how automation is the tool to help increase both employee cross team communication and satisfaction, leading to an improved customer experience.
5 Steps to Improve Your Digital Engagement During COVID19 and Beyond
Learn how to not only improve your business' current digital engagement, but also how to create a strategy that will lead you toward future success.
Technology Driven Support and Services in 2020 Is Your Service Provider Ready
Learn what an integrated support and services ecosystem looks like and how to create a winning relationship with your outsourcing service provider.
Building a Customer Community that Creates Retention Loyalty and Growth
Join this interactive discussion to learn how to create a modern community strategy that will grow customer engagement, adoption and loyalty.
How VMware Responded to a 40 Increase in Demand for Support
Join the conversation and learn how VMware’s knowledge sharing culture and digital self-service allowed them to exceed customer expectations.
Gain direct access to TSIA’s research executives and thought leaders to get the outcomes you want faster.
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.