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Technology Research

Get Technology Research and Advisory with TSIA

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.

Top Technology Challenges

Here’s a look at the top technology business challenges we’re helping our members across the globe solve:​

Optimizing Knowledge Management
Multichannel Volumes and Tools
Automating Renewals
Leveraging Mobility to Improve Productivity
Improving Employee Performance
Expand to see more business challenges we can help you solve +

Experience Our Research

Get a glimpse into our vault of board-ready data insight and thought leadership in technology research.

March 17

The Simple Idea of Self Service as a Corporate Strategy

Many companies still view self-service as a channel. Join us as we evaluate it as a corporate strategy for your customers and agents.

March 09

Real World Case Study Unifying Support Service Experience with Customer Data

A hyper-growth story: How FiveTran uses AI to extract, analyze, and act on customer signals to improve the service experience delivery.

March 02

Quote More Sell More with Services CPQ

Discover how Services CPQ transforms quoting anything “as a service,” reducing proposals from days to hours or minutes.


How to Deliver the Most Relevant Self Service Experience Every Time

Learn the key elements for a relevant and successful self-service experience in 2021. We’ll share steps to get ready for your transformation.


How to Monetize Your IoT SaaS Service Offerings in 2021

Monetize consumption and content, establish a competitive advantage, and drive revenue growth.


Content Findability with Elastic Workplace Search: A Practical Guide

Discover everyday tips and advice on how utilizing unified search helps to maximize team productivity, reduce content silos, and boost ROI.


Disrupting Service Delivery 3 Lessons for Faster Growth in 2021

Learn how companies are shifting their service delivery strategy resulting in improvements to profitability, growth, and customer satisfaction.


Hindsight is 2020 A Closer Look at Whats Driving Sales Performance in 2021

Help modern sales teams use a data-driven approach to better understand customer needs and sell more effectively in today’s digital sales environment.

Partner Perspective

2021 Trends in Outsourcing

This report outlines two trends in outsourcing: the increase in outsourcing contracts and meeting the needs of larger enterprise customers.

Technology Insight

The State of Technology: 2021

This report outlines major trends impacting technology across TSIA research practices and highlights technology-focused research planned for 2021.


6 Use Cases for AR and Remote Assist AI to Dramatically Improve Business KPIs

Discover how AR and AI affect digital transformation and business resiliency strategies in the world of field service and technical support.


Service Delivery in 2021 Three Trends Here to Stay

Based on findings from TSIA research, this webinar will explore the service delivery trends that will shape the year to come.


Attend a TSIA Conference

TSIA conferences are 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:

  • Self-service chat bots: Implementation, maintenance,
    and ROI to expect
  • Best practices for interacting with customers via digital channels
  • How virtual, augmented, and merged reality can
    streamline service delivery
  • Proactive knowledge management: identifying content gaps and automating knowledge maintenance
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 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