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Dave Baca is the director of support 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.
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The Customer Success and Support Services Alliance
This report looks at how CS and support teams work together to drive successful business outcomes and avoid critical escalation mismanagement.
Customer Effort Removing Friction Points in your End to End Support Process OD
Learn best practices for deploying CES surveys and common areas of conflict within the support process that can benefit from CES survey feedback.
Customer Effort Removing Friction Points in your End to End Support Process
Incident Lifecycle Management Your Gateway to Achieving Customer Outcomes
Overcome common support challenges related to incident lifecycle management to increase customer satisfaction and value realization.
On-Premise to Cloud
This report discusses the role of the support organization in transitioning from on-premise to the cloud.
How to Be an Efficient Support Organization in a Subscriptionbased World
Learn key operational elements necessary for support organizations as they align their journey to achieve the optimal XaaS steady-state end goal.
Self-Service Drivers that Enable Compelling Digital Customer Experience
No Digital Customer Experience strategy is complete without a robust self-service solution. Yet, TSIA sees many companies who are struggling to . . .
2021 Support Organization Structure
Summary report of the TSIA 2021 Support Organizational Structure Survey.
TSIA Self-Service Best Practices
This report discusses TSIA self-service success and deflection best practices and related foundational KM practices.
Using ML-Powered Search to Fuel Customer Self-Service Success
Understand how ML-powered search really works, and how you can make the most of the latest innovations, both today and into the future.
Create an Exceptional Self-Service Customer Experience with Knowledge Management
Get best practice recommendations for knowledge management and self-service performance to take your self-service program to the next level.
Beyond Deflection: How Communities Add Company and Customer Value! (sponsored by
While the big push for communities came in the early 2000’s, many companies have continued to invest in their communities by expanding their initial . . .
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