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In 2023, we are clearly operating in uncharted territory.
Traditional business models are being disrupted, a new post-pandemic workplace has emerged; economic headwinds are leading to tech layoffs, while we have two openings for every unemployed person in the United States. How companies respond will determine if they are going to be around for the next tech bubble or not.
Support services will have to be at the forefront of this response. In this paper, we will:
Describe why this economic downturn is different.
Provide an overview of industry trends impacting support organizations.
Identify near-term responses to the current environment.
Introduce the five pillars of support services—the key to long-term success:
Support service delivery optimization.
Support service business model.
Self-service and knowledge management.
Improving the customer experience.
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.
Vice President, Support and Field Services Research, TSIA
Publish Date: January 11, 2023
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.