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We work with all phases of technology companies, from SMB firms to the world’s largest enterprise technology companies. TSIA helps technology and services organizations with the selection and value realization of tools and platforms, enabling them to better plan and execute their strategies.
How are companies using rich media, such as video, to improve knowledge consumption by employees and drive self-service success for customers?
What emerging interaction channels should be on your roadmap for support and sales? Today’s digital customer is increasingly interesting in SMS Text, WhatsApp, social media, chat bots, and more.
Social media interactions with customers are popular with consumer firms, but how are B2B companies leveraging social media for customer support, customer success, and sales?
What are industry drivers and emerging trends related to customer self-service, both for support, customer training and onboarding, and selling products and services?
Who are qualified companies that specialize in customer satisfaction/loyalty surveys for technology companies?
Which TSIA partners offer 'best of breed' real-time collaboration solutions for employees and customers, including chat, desktop sharing and remote control?
What are the top installed professional services automation (PSA) platforms used by TSIA members, and what are key capabilities to look for?
How do revenue leaders leverage technology to create automated and frictionless renewals, including enabling self-service renewals?
How are service and sales organizations leveraging mobile tools and applications to boost productivity and improve both the employee and customer experience?
Help Customers Help Themselves 3 Digital Self-Service Strategies That Work
In this case study, learn how to rapidly adapt to your customers’ needs with the information you already have using improved digital self-service.
Three Keys to Smashing Bottlenecks that Prevent Services Success
Join to gain knowledge on how to achieve services success and hold your bottom line using clarity, context and speed.
Scaling Tech Support for a Remote World
Learn how to navigate the changed world for technical support agents using new performance metrics all while maintaining customer engagement.
Building the Infrastructure for Virtual Customer Experiences
This report provides an overview of various approaches to virtual engagement.
Cognitive Search: The Missing Chapter in Your Chatbot Story en
Discover how applying cognitive search to your chatbot can provide customer satisfaction, while boosting efficiency.
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Evolving Customer Channel Preferences
Results from the TSIA 2020 Channel Preference Quick Poll and recommendations for how these findings should be influencing your channel options.
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.
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.
Five Steps to Successful Transformation
Five steps to successfully planning and executing transformation projects.
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.
TSW is ideal for technology and services leaders responsible for digital transformation, and implementing new technology, knowledge management, and self-service. You’ll find sessions focused on:
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.