Technology and Social Research

Social and Service Technology Business Challenges

We know the hottest trends and best practices in social and service technology.

TSIA's detailed analysis of the industry has identified a top set of business challenges related to service technology, knowledge management, and social support that we address through our membership program.

Expand to view the top social and service technology business challenges +

Experience Our Research

Get a glimpse into our vault of board-ready data insight and thought leadership in technology and social research.

September 10

The Secrets of Successful Support Communities

Learn the secrets of creating, integrating, and growing a successful support community for your company.

August 22

AI for Agents: Creating Empowered and Efficient Support Teams

Learn how to not only flip the current AI narrative, but also how to increase employee satisfaction, which lead to remarkable customer experiences.

August 16

Digital Transformation and Its Impact on Technology Firms

Learn about the potential for digital transformation from TSIA’s research executives, member companies, and partner community.

August 08

12 Best Practices to Recession-Proof Your Sales and Service Functions

Learn world-class sales practices that drive customer loyalty even in the middle of a recession.

August 01

Top 5 Practices: Proactive Customer Service for Digital Services

Learn how to improve customer experience, proactively fix customer problems, minimize the impact of critical issues, and reduce inbound calls.


A 2020 View of PS Trends, Best Practices, and Technology

Leveraging the latest technology to deliver exceptional project results and successfully manage the customer onboarding process.


Services CPQ in Action

Learn how to bring science to selling and data to deal making in the professional services world.


Moving Beyond NPS: What Customer Effort Really Means

Learn how to shift your support center’s strategy to exceed the growing expectations of your modern digital customer.


Good vs Winning STAR Awards Applications

A how to and best practice guide to submitting a winning STAR Awards application with live Q&A.


A Practical Guide for Machine Learning Success

Learn how to achieve results quickly while applying machine learning to your support functions.


Where the Rubber Hits the Road: Helping Consultants become Technology Champions

Learn how to empower your consultants to win with technology and have the project delivery you envisioned from day one.


Crawl, Walk, Run: The Stages of Your Support Transformation

Learn step-by-step from start to finish how to build your service transformation map.


Attend a TSW Conference

TSW offers extensive insight and actionable takeaways for those who want to maximize their investments in social and services technology. You’ll find sessions focused on:

  • Success stories with artificial intelligence
  • Digital transformation: what it means, and what are the impacts
John Ragsdale speaking at TSW

Meet the Research Expert

John Ragsdale, Distinguished VP, Technology Research

John works closely with member companies to deliver research and advisory programs focused on helping them improve their service operations and overall customer experience by leveraging innovative technology.

Learn more about John.


TSIA Member Outcomes

See the top 5 ways TSIA members are receiving value from TSIA's Technology and Social research.

industry best practices
Understand industry best practices for leveraging the technology
vendor product evaluation
Identify additional vendors/products to evaluate
vendor product list
Narrow my list of possible vendors/products
time to value
Speed “time to value” for the technology project
key selection criteria
Identify key selection criteria for the project