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Research Report

2018 Technology Services Heatmap: Adoption Trends Across 42 Categories of Tools

Resulting from TSIA’s 2018 Global Technology Survey, this heatmap helps technology leaders make simple, high-level assessments of the sophistication of their services technology compared to their industry peers.

Here’s a peek at the technology adoption trends you can glean insights from in this report:

  • Five technology tool categories (out of 42) are seeing an adoption increase of more than 10% YoY.
  • Four categories had less than 25% adoption, compared to five in 2017 and seven in 2016.
  • Three new categories were added to the survey this year: intelligent agents/chat bots, customer success work management, and configure price quote automation.
  • Of the survey participants, 75% have budgeted for new or additional portal capabilities in the next two years.

Download this report and put the Technology Services Heatmap to work for your business.

Authored By:

John Ragsdale

Distinguished VP, Service Technology Research, TSIA

Publish Date: May 7, 2018

"Access to TSIA's wealth of research-validated information and best practices is incredibly valuable in shaping the future direction/strategy of our services business."

Kurt Kuelz, SVP, Global Services, Siemens Product Lifecycle Management

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