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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.

November 19

Can Your Current Remote Support Tools Meet this Moment?

Join LogMeIn Rescue to learn how to evaluate your remote support tools, security safeguards that are critical & what makes best-of-breed technology.

November 05

How Digital Leaders Are Transforming Their Customer Service with AI

How do digital support leaders use AI to meet customer expectations while keeping operational costs low? Learn what’s possible now with AI in service.

November 03

Touchless Service: The Value of Virtual Expertise

Learn how to both cut customer effort and grow satisfaction by leveraging remote support in new ways for our forever changed field service world.

Research Report

The State of Knowledge Management: 2020

Trends and best practices for knowledge management


Reinvent Support Communities: How to Expand Ticket Deflection to Revenue Growth

Learn how to make your community a crucial piece of your company’s retention strategy.


Accelerating and Scaling Your Professional Services Delivery for 2021

Learn how to scale your Professional Services business for the road ahead through capacity planning, partner involvement, and outcome management.


How Qualtrics XM Community Empowers Customers through Digital Self Service

Join us for a comprehensive case study on how Qualtrics created a world-class online support community unlike others you’ve seen before.


Customer Engagement for a New Digital First World

Learn how to improve your customer experience, agent satisfaction and revenue in the new normal.


Services Convergence Expanding Use Cases for PSA

An overview of professional services automation and how your team can leverage these capabilities to better predict and manage project revenues.

Research Report

TSIA Enterprise Knowledge Management Maturity Model

This report guides companies in evaluating the strength of their knowledge management programs and identifies steps to take KM to the next level.


Findability The Search for Enterprise Content

Join us for a panel discussion on knowledge management best practices with experts from Dell, Informatica, TeleTracking, Coveo, TSIA, and more.


ERP for Services Based Firms Selection Implementation and Success

How selecting the wrong ERP costs you more than just dollars.


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