TSIA's detailed analysis of the industry has identified a top set of business challenges related to service technology, knowledge management, and social support that we address through our membership program.
How do we measure self-service success, as well as figure the ROI for self-service adoption?
What are the most popular CRM/incident management platforms used by TSIA members?
How are companies using rich media, such as video, to improve knowledge consumption and drive self-service success?
What percent of total customer interactions are received through phone, email, chat, self-service, social support, etc? What technology do companies use to enable multichannel support?
Social media interactions with customers are popular with consumer firms, but how are B2B companies leveraging social media for customer support?
What are industry drivers and emerging trends related to customer self-service?
There are many social media channels, with more emerging all the time. Which channels are the most important for us to adopt in order to better serve customers?
Who are qualified companies that specialize in customer satisfaction/loyalty surveys for technology companies?
Metrics and methodology for calculating the ROI of a Knowledge Management system.
Which TSIA partners offer 'best of breed' real-time collaboration solutions for employees and customers, including chat, desktop sharing and remote control?
What are the top installed professional services automation (PSA) platforms used by TSIA members? What does TSIA recommend?
How are service organizations across disciplines capturing and sharing both tacit and explicit knowledge to improve employee performance?
How are service organizations leveraging mobile tools and applications to boost productivity and improve the customer experience?
How are service organizations leveraging social tools/collaboration platforms to improve knowledge sharing and employee productivity?
2017 Technology Services Heatmap: Adoption Trends Across 42 Categories of Tools
Results of TSIA’s Global Technology Survey, showing technology adoption in 42 categories of tools and services among member companies.
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Top Installed Products by TSIA Members: 2017
Top installed products across the 24 categories covered in the TSIA Technology Heatmap and gathered from the annual TSIA Member Technology Survey.
AI in PS Organizations: From Concept to Reality
Discover how customers are using intelligence and gamification to drive behaviors that speed up and improve the impact of positive decision making.
Customer Service Transformation with Self, Assisted and Automated Support
Discover the Evolution of Customer Experience Transformation with self, assisted and automated support.
The Secret to Data-Driven Self-Service Success
Learn why search usage analytics is the only way to get a clear vision of your self-service journeys, content consumption and positive outcomes.
John works closely with member companies to deliver research and advisory programs focused on helping them improve their service operations and overall customer experience by leveraging innovative technology.
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The Technology Services Industry Association (TSIA) is dedicated to helping 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.