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.

February 14

Beyond the Hype: Customer Support AI and Knowledge That Works

Learn top trends, proven use cases, best practices, and real-world, at-scale success stories for customer support AI.

February 07

3 Ways to Improve Call Deflection and Mean Time to Resolution

Learn how unified knowledge, integrated workflows, and machine learning can impact call deflection and mean-time-to-resolution (MTTR).

February 05

How to Improve Customer Success with Customer Training

Develop customer training programs that deliver a customized learning experience that fosters engagement and product adoption.

January 31

Building Your Self-Service Journey Map

Learn how to build a self-service journey map that outlines every touchpoint of the support journey and the experience it should deliver.

January 24

Growing Services Revenue in a Fixed-Fee World

Explore how process efficiencies and automation to meet growing revenue targets.


Which Field Service Contractor Management Model Is Right for You?

Understand the growing adoption of outsourcing by TSIA Field Services members and the primary drivers for these initiatives.


2018 Customer Engagement Trends and What to Expect for 2019

Discover customer engagement trends and uncover what matters most to businesses and consumers as we move into 2019.


The Key to Employee Retention in the Age of Services

Learn how your PSA solution can help improve employee retention (beyond your services business).

Research Report

The State of Knowledge Management: 2018

Results from TSIA’s 6th annual knowledge management survey.


5 Ways to Achieve Operational Excellence in Customer Service

Join a panel of experts who will discuss operational excellence and provide recommendations on how to increase the value of support services.


Service and Support Metrics That Matter

Join this forward-looking session that will highlight the critical metrics support leaders should be focused on.


Make Support Personal: Inject Relevance into Every Interaction

Discover how to inject relevance into your support experiences at every customer interaction.


Meet the Research Expert

John Ragsdale, Distinguished VP, Service 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