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The constant emphasis on automation in support is necessary, and support leadership has a duty to look for the ways in which automation can be used to eliminate the mundane, repetitive parts of current support roles and create new and challenging roles. Approaching automation as a complement to the support agent role and not as a competitor will be critical.
In this report, TSIA has identified 23 separate application categories recommended for highly productive, scalable support teams, including:
Support executives will need to build a technology adoption strategy that will future-proof the customer experience and engagement strategies that have been put in place. Unlike ever before, the human and technological impacts of digital transformation will radically change support’s interactions with customers. It will be necessary to choose technologies that will lead to positive outcomes for both customers and support service organizations.
Download your copy of TSIA’s “2019 Support Services Technology Stack” report to:
Distinguished Vice President, Service Technology Research, TSIA
Vice President, Support Services Research, TSIA
Publish Date: January 31, 2019
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.