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.

January 10

Chatbots for B2B Lead Generation: How to Deliver Conversations at Scale Webinar

Learn how modern conversational chatbots can help companies engage prospects with personalized, contextual information at scale.


Which Field Service Contractor Management Model Is Right for You? Webinar

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 Webinar

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 Webinar

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

Research Report

The State of Knowledge Management: 2018 Research Report

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


5 Ways to Achieve Operational Excellence in Customer Service Webinar

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 Webinar

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 Webinar

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


5 Secrets to Driving Value from PSA Implementations Webinar

Discover how to avoid common problems and conduct proper PSA implementations


One Solution for the Complete Customer Journey Webinar

Join our webinar to learn about the ROI of customer acquisition versus retention.


How to Align Customer Experience Across Your Company to Achieve Business Success Webinar

Learn achieve alignment across all departments that affect customers, including marketing, sales, and product.


How to Create a Consistent Customer Experience Across Functions Webinar

In this webinar, you'll learn why video is the most powerful tool you're not using.


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