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.

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.

May 30

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.


Mastering the 5 Rs for High Performance Customer Support

Learn how the 5 R’s-response, recognition, relief, resolution, and renewal can supercharge your customer support and employee experience.


Triple Win: How Culture Can Impact Success Teams, Customers, and the Bottom Line

Learn how to define a “connection-focused” corporate culture that can truly impact employees, customers, and the bottom line.


Aligning Data Across the Digital Customer Journey Experience

Learn how a unified technology platform can uncover customer insights and help achieve better outcomes today.


2019 STAR Awards Instructional Video

This is the “how to” guide for what it takes to effectively participate in this rigorous, peer judged competition that is the TSIA STAR Awards.


Death of Average Handle Time: Your Support Experience Reimagined

Learn how to balance prioritizing the customer experience, becoming comfortable with handle time and gain efficiencies outside of call time.


Top 4 Professional Services Challenges of 2019 and How to Overcome Them

Learn how to deliver a better performance and overcome top challenges facing professional services in 2019.


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.


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).


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