Bo DiMuccio, Ph.D., is the Distinguished Vice President of Professional Services Research for TSIA, and the chairperson of the TSIA Professional Services Advisory Board. He is responsible for developing and delivering research and advisory programs that are focused on helping executives to build and optimize professional services in many of the world's leading technology companies. Bo earned the title of TSIA Distinguished Researcher when he reached over ten years in a research role at TSIA, having authored over 50 research articles, answered 1,500+ member inquiries, and developed frameworks and survey methodologies that helped members address complex business challenges. Bo also continues to take a lead role as a mentor, helping other members of the TSIA Research team master their skills.

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He has 20 years of experience in technology industry research, analysis, and consulting, including experience in hardware, software, and services. Prior to TSIA, he managed consulting services research at International Data Corporation (IDC). He also had a lengthy tenure at Deloitte Consulting, where he served several business units in a variety of roles, including services strategy and marketing, market research, competitive intelligence, and client service. He also held market research roles at AltaVista Company and Compaq Computer Corporation prior to his tenure at Deloitte.

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Bo earned his master's and doctoral degrees in international relations from the School of International Relations at the University of Southern California and was a tenure-track faculty member of the University of Florida's Department of Political Science prior to beginning his career in the technology sector.

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Bo frequently writes about these topics on the TSIA blog on the topics of professional services, pricing, professional services and sales, and tips for a successful professional services organization.

Darlene Kelly is the Director of Customer Success and Customer Growth and Renewal Research for TSIA. In this role, she works closely with TSIA’s customer success members to deliver research and benchmarks to help companies realize and achieve their true value in customer success.

Prior to joining TSIA, Darlene spent approximately 20 years in the digital marketing landscape with the last 12+ years at Adobe working in customer success across different customer segments and industry verticals. While at Adobe, Darlene served as a Senior Customer Success Manager, responsible for managing Adobe’s enterprise level accounts protecting some of the company’s largest book of business. Prior to Adobe, she held roles within services and sales at Claritas, a marketing company later acquired by market research firm Nielsen.

Darlene has a unique perspective on customer success, experiencing first-hand, the shift from reactive account management to proactive customer success management. She prides herself as a professional dedicated to bringing value by helping customers achieve their goals.

A former San Diego native for 30 years, Darlene and her family now call the San Francisco Bay area home.

Dave Baca is the Director of Support Services and Field Services Research for TSIA. In this role, he provides membership and advisory designed to help member companies optimize their customer support organizations (including help desks, call center, and tech support) to achieve and deliver desired customer and organizational outcomes.

Prior to joining TSIA, Dave held various senior leadership roles at basys, a benefits administration software company. In his most recent role as their vice president of customer experience and consulting services, he led basys’ Customer Experience and Software Support/Help Desk teams, collaborating with internal Product Management, Technology, and New Customer Implementation teams to enhance the customer experience by building more in-depth customer-supplier relationships.

Dave was also previously the Senior Vice President of Customer Success at ANCILE Solutions. During his time at ANCILE, he led team members in a $56M+ global customer success and support services organization to deliver software solutions to over 4,600 lifetime customers, including 50 of the Fortune 100 companies, with 20 million end-users.

Throughout his career, Dave has demonstrated an ongoing passion for helping customer support organizations transform and achieve industry-leading results. He holds a Bachelor of Sciences from the U.S. Naval Academy and honorably served as a Naval Nuclear Submarine Officer.

George Humphrey serves as the Distinguished Vice President and Managing Director for TSIA. Touting more than three decades of technology business knowledge in the networking and communications space, Humphrey is a valued resource and advisor to many of the world’s most successful technology business ventures.

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Humphrey has a long history of leading managed services product management, client management, systems engineering, tools and architecture development, sales, delivery operations, process definition, and global strategy. Prior to TSIA, he was responsible for introducing the world’s first voice/data converged platform. During his time with Avaya and Lucent, he launched the first globally standardized product realization processes, as well as service realization and lifecycle processes, transforming their business functions. Today he holds seven global patents in communications and networking.

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As a research leader at TSIA, Humphrey’s insights are regularly leveraged by Fortune 500 companies through his advisory work, public speaking engagements, research reports, and publicly shared content on a variety of evolving business topics.

Janice Lee serves as the Director of Education Services at TSIA. She brings over 15 years of experience and expertise in learning experience design, program management, and customer education. She holds a Master of Technology, Innovation, and Education degree from Harvard University, and has held leadership positions at Siteimprove and Pearson, where she managed UI, UX, and ID teams, directed migrations of various Learning Management Systems, and collaborated with experts across SaaS, medicine, law, and public policy to create numerous degree and certificate programs. In partnership with high-profile clients, she developed successful business models to generate new revenue streams, pioneered AI-driven content creation, and leveraged data-driven insights to enable informed decision-making.

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Janice is deeply passionate about researching the transformative potential of AI in education powered by TSIA’s high-value data insights and developing practical, actionable frameworks. She is committed to delivering exceptional services to members, enabling them to navigate disruptions, achieve excellence in education services strategies, and stay ahead of the curve.

Luke Ronkowski, Senior Director of Managed Services Research at TSIA, is responsible for leading and delivering TSIA member organizations with operational best practices, fact-based education, and insight into the performance and operations of their managed services business.

Luke is an experienced IT Services executive with 15+ years of experience in IT and Managed Services businesses, serving in multiple leadership roles. In his most recent role, as Leader of Client Services for Enavate, Luke oversaw all Managed Services in North America, and led the transformation of his organization in designing, planning, and building a Managed Service team, while also increasing gross profits and retention.

Luke has also served as Leader of Managed Services for Columbus Global, a professional and managed services software organization, where he had direct responsibility for Customer Success. He honed his services expertise with previous leadership roles at Biz Technology Solutions.

Luke frequently writes about these topics on the TSIA blog: managed services, managed services mistakes, what makes for a successful managed services provider, defining a managed services org structure, creating an executable and measurable managed services strategy, operational processes, and customer engagement.

Roy Dockery, Senior Director of Support Services and Field Services Research at TSIA, is a highly accomplished leader with a proven track record in driving market growth and achieving top customer satisfaction. He has successfully led organizations through hypergrowth expansion, building resilient cultures, and prioritizing service excellence. With extensive experience in Field Service and Support, Roy is passionate about building teams that exceed expectations and fostering a people-centric culture. As a research leader, he aims to future-proof the Field Service industry by providing valuable insights on AI, talent management, and operational best practices.