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Research Report

Building the Digital Infrastructure for Support

This report is for Support Services members only

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Digital transformation is one of the hottest topics in tech today, with far-reaching implications for every aspect of people, process, and technology. TSIA members have been pushing for more detailed information on what digital transformation actually means and how to prepare, and this report is intended to provide additional insight into the various components of the digital infrastructure for support, based on conversations with TSIA members and partners, conference presentations, and STAR Award applications. While certainly not an exhaustive list of technologies or capabilities, the intent is to lay the groundwork for companies looking to create a roadmap of where to invest. Support leadership should be aware of emerging digital technologies and their potential to streamline processes and improve the customer experience, and begin planning investments in a logical sequence in order to initiate the transformation.

Authored By:

John Ragsdale

Distinguished Vice President, Technology Research, TSIA

Publish Date: August 16, 2019

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