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We’re in the midst of a radical shift from decades of the same-old reactive customer support processes to a much more proactive approach. When support organizations are proactive, they’re able to understand the root causes of customer issues much faster and act on customer needs before they’re even acutely aware of them, which directly and measurably improves the customer service experience and eliminates support agent frustration in the process.
Learn about how Rubrik, a fast-growing cloud data management company, became a more proactive, modern support organization and ultimately achieved higher customer satisfaction. Rubrik reduced and prevented support escalations by leveraging AI-based customer sentiment signals in partnership with SupportLogic. And in the process, Rubrik made important build vs buy decisions and ultimately utilized both paths to achieve success.
SVP, Global Customer Support and Success, Rubrik
Founder and CEO, SupportLogic
Publish Date: May 6, 2021
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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.