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Research Report

The State of Technology: 2020

Technology infrastructure enables and drives transformation.

Digital transformation is having a dramatic impact on every TSIA research practice, which includes Customer Succes, Education Services, Expand Selling, Field Services, Managed Services, Professional Services, Service Revenue Generation, Subscription Sales, Support Services, XaaS Channel Optimization, and XaaS Product Management.

Customers are expecting new digital channels to be available to interact with sales, success, and support. Implementation projects are increasingly performed remotely, and predefined, repeatable projects are now in the majority. They're also researching products not using the traditional RFP process, but by reading your social media feeds and community conversations.

Based on the results of the 2019 Technology Stack Surveys conducted for each research practice, as well as member inquiries, workshops, and advisory sessions, this report:

  • Outlines the major trends impacting technology across TSIA research practices,
  • Highlights technology-focused research planned for 2020. 


Authored By:

John Ragsdale

Distinguished Vice President, Technology Research, TSIA

Publish Date: January 31, 2020

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Peg Rodarmel, SVP, Subscription Services, Infor

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