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Research Report

The State of Support Services: 2022

This report discusses key marketplace trends and critical capabilities that support services organizations must acquire to ensure success in 2022.

Building an end-to-end digital customer experience (DCX) is the overarching theme for technology companies in 2022. At the forefront of this DCX transformation will be support services organizations. In this “State of Support Services” paper, we will:

  • Provide an overview of industry trends impacting support organizations.
  • List the top business challenges faced by support services organizations.
  • Discuss the three key concepts to embrace digital acceleration: overcoming “digital hesitation,” emerging trends in building a DCX, and the digital acceleration action plan.
  • List the top support services DCX capabilities.

Each year, TSIA's team of research experts puts together a series of "State of" reports that include fact-based research and data from their engagement with the leading companies in the tech industry. Executives from companies large and small, including 80% of the Fortune 100 tech companies, rely on the findings, recommendations, and industry-validated trends and best practices in these reports to help them make strategic business decisions and achieve business outcomes, faster.

Download your copy of the "State of Support Services" report today!

Authored By:

Vele Galovski

Vice President, Support and Field Services Research, TSIA

Publish Date: January 7, 2022

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

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