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Technology & Services World in San Diego got off to a busy start with four presentations and a keynote to kick off the three-day event. Because there are so many concurrent sessions at TSW, I wanted to share some highlights of Day 1 from my perspective to fill you in on what you might have missed.

Upcoming TSIA Research

I started the day with my Partner Advisory Board, then a meeting with the exhibiting partners in the TSW | EXPO, followed by a presentation to the Support Services Advisory Board.

In my meetings, I was presenting on two topics. First, a change to my annual technology survey. Instead of doing one survey in March for technology across all TSIA research practices, this year we have broken this out into 10 separate surveys, one focused on each research practice, and are launching one per month. This means:

  • Each survey can be more tailored to emerging technologies in each area
  • The surveys are perpetually open, like our benchmark surveys, so members (and non-members) can take them at any time
  • Instead of publishing adoption and planned spending reports, respondents will receive an email with the full results of the survey
  • In January, I will write a “State of Technology” for each research practice

Currently Open TSIA Surveys

The first two surveys, for support services and professional services, were launched in February and March respectively, and all respondents will receive an email on May 20th with a link to the results. Thanks for everyone who participated, and if you haven’t taken the surveys yet, here are links to the surveys currently open:

Digital Transformation

The other topic I am discussing this week is digital transformation. I shared in both advisory board presentations an early take on the digital infrastructure for support, showing how various components of AI, robotic process automation, and sentiment analysis fit together. I will be finalizing this in the months to come and will publish a report in August in conjunction with a Virtual Summit I will be doing on Friday, August 16, 8am-11am PT, “Digital Transformation and Its Impact on Technology Firms.”


Following those meetings was my preconference keynote panel, "Millennials on Millennials," in which I interviewed four incredibly talented young professionals, Dustin Shulkin, Sr. Member Success Manager, TSIA; Sherman Joshua, Global Competency Business Director, Rockwell Automation; Deepa, Director, Customer Process Improvement, Schneider Electric; and Karen Michel, Talent Acquisition, Thermo Fisher. I asked the panel about some stereotypes of millennials, their thoughts on effectively attracting and retaining younger workers, opportunities for ongoing learning in the workplace, and their view of how millennials differ as managers than previous generations.

millennials on millennials  

Our panel of millennials sharing their experiences.

My final presentation of the day was joining the always amazing Judi Platz, TSIA’s VP of Research for Support Services, for her Power Hour, "2019: The Year of SMART Support." We had a great crowd, and lots of audience questions, particularly around digital elements such as chat bots and digital chat, as well as a discussion on creating a linking your customer experience strategy to your employee experience strategy.

I will be back tomorrow with the list of today’s top attended sessions. Thanks for reading!

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John Ragsdale

About Author John Ragsdale

John Ragsdale is a distinguished researcher and the vice president of technology ecosystems for TSIA. His area of expertise is in creating strategies for improving the service operations and overall customer experience by leveraging innovative technology. 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. He is also author of the book, Lessons Unlearned, which chronicles his 25-year career inside the customer service industry.

John's favorite topics to discuss