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.

March 03

Hitting Your Numbers In 2020 Optimize Services Delivery from Bid to Bill

Start with the sale, learn how to achieve your revenue goals while maintaining client satisfaction.

February 27

Scale Your Support Organization Using AI: A RingCentral Case Study

Learn how a comprehensive digital transformation strategy can lead to better SEO with increased customer satisfaction.


Five Ways to Future-Proof Your Content

Learn how to ensure your content stands the test of time so you can maximize on new opportunities in the future.

Technology Insight

Five Steps to Successful Transformation

Five steps to successfully planning and executing transformation projects.

Technology Insight

The State of Technology: 2020

This report outlines major trends impacting technology across TSIA research practices and highlights technology-focused research planned for 2020.


Migrating to the Cloud

Join us to ensure your journey to the cloud is adaptable, simple and successful.


Will Digital AI, Liquid Workforce & Resource Optimization Drive Success in 2020?

Join us to learn incremental steps businesses can take to get started with AI.


Introducing a Framework for Change in 2020

Learn how to move your company forward by introducing change gradually and effectively.


Chatbot B2B Case Study: Reduce Call Volume, Improve Customer Experience

Learn the keys to advancing your B2B customer experience through chatbot ingenuity.


Transform Business Performance with Effective Resource Planning

How to increase your overall business performance by transitioning from revenue to resource forecasting.

Technology Insight

The State of Knowledge Management: 2019

Results from TSIA's 7th annual Knoweldge Management Survey, covering knowledge management and self-services for support.


5 Critical Steps for Outcomes-First Customer Service

Learn how to deliver successful outcomes for your company while keeping your customers at the heart of what you do.


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