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.

October 17

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.

October 10

Cognitive Search for Better Self-Service: 10 Secrets No Vendor Will Tell You

Join us to learn best practices on how to drive smarter self-service with cognitive search and leverage it for intelligent support.

October 03

Managing Complex Projects for Maximum Profits

Join us to learn best practices on how to drive customer satisfaction and revenue while focusing on project delivery and resource management.


The Secrets of Successful Support Communities

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


How to Meet Customer Expectations through CX Transformation

Redefine your customer journey by creating a culture of customer success while incorporating technology to achieve long term customer loyalty.


From Chaos to Clarity: How Support Can Build a Knowledge-Sharing Culture

How to shift your support team’s culture, with the help of your support tools, into a knowledge-sharing centric universe that will benefit all.


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.

Technology Insight

Building the Digital Infrastructure for Support

This report provides insight into the various components of the digital infrastructure for support.


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.


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.


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.


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