Technology Services World
Yesterday was the opening day of our spring Technology Services World conference, located for the first time at the beautiful Hilton Bayfront in San Diego. I started my day with a Partner Advisory Board meeting, then presented in the kickoff meeting for our exhibiting partners in the TSIA | EXPO. I always like to give the partners some information on the latest trends and top business challenges of attending companies to help them better shape their messages and inform their conversations.
Next up was my opening speech, “Building the Infrastructure for Tech as a Service,” with the results of my 2016 Global Technology Survey. In that session, I highlighted the adoption and spending trends from the survey. The top spending area for 2016-2017 is customer self-service portals, with a whopping 87% of members planning an investment. With our data showing customer preferences for self-service rising, and satisfaction with existing self-service capabilities lower than satisfaction with assisted support, clearly we have some work to do here.
Following my presentation, I invited the audience to follow me to the TSW | EXPO for a short tour, with stops at several partner booths to talk about technology and industry trends. The tour was well attended and we filled the EXPO and had some great conversations, including topics like Internet of Things (IoT), mobility, social and embedded knowledge.
While I was busy talking technology, my research peers were holding their individual member advisory board meetings, and then executive sessions for VP and above attendees for each discipline. By the time the opening keynotes started at 2 PM, we had already provided a good day’s worth of content for attendees.
At each conference I like to share with you the top attended sessions. With well over 100 sessions at TSW, people vote with their feet on the topics they most care about. Here are the top attended sessions from TSW Day 1:
Post Date: May 3, 2016
John Ragsdale is the distinguished vice president of technology research, for TSIA. His area of expertise is in creating strategies for improving the service operations and overall customer experience by leveraging innovative technology. Ragsdale 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. He is also author of the book, Lessons Unlearned, which chronicles his 25-year career inside the customer service industry.
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