Research Agenda

TSIA has identified eight core categories that provide the framework for service organizations to deliver outstanding customer experience and achieve desired financial and operational results:

  1. Strategy and Planning
  2. Offer Development
  3. Sales and Marketing
  4. Talent Management
  5. Service Operations
  6. Partner Management
  7. Technology Infrastructure
  8. Performance Management

Within each category, there are specific capabilities that service organizations must have to scale and optimize their business. TSIA defines capabilities as “the ability to perform actions that achieve desired results.”

TSIA research is 100% focused on how to optimize these capabilities and the underlying service business processes that enable services leaders to produce desired results.


Free Research Report  2016 Service   Capability Heatmap  Discover the top 10 service capabilities your service organization should  invest in during 2016.     Download Report