About TSIA
Senior Leadership
Research Team
Advisory Board
Partner with TSIA
Diversity, Equity, and Inclusion
TSIA Giving Program
Customer Growth and Renewal
Customer Success
Education Services
Field Services
Managed Services
Professional Services
Service Offer Management
Subscription Sales
Support Services
XaaS Channel Optimization
XaaS Product Management
Membership
Pricing
Advisory Services
XaaS Speaking Engagements
STAR Awards
Become a Member
Resource Library
Webinars
TSIA Blog
Podcast
Research Polls
TSIA Books
Digital Transformation
COVID-19 Resource Center
Why TSIA
Our Data
Our Community
Outcomes
CONFERENCE
BLOG
If you believe you are seeing this message in error, please let us know.
John Ragsdale is a distinguished researcher and the vice president of technology ecosystems for TSIA. His area of expertise is in assisting enterprise technology firms with the selection and value realization of tools and platforms, with a constant focus on the customer experience. John works closely with TSIA’s partner ecosystem, identifying leading and emerging technology vendors whose products help solve the key business challenges faced by TSIA members. John earned the title of TSIA Distinguished Researcher when he reached over ten years in a research role at TSIA, having authored over 250 research articles, answered 3,000+ member inquiries, and developed frameworks and survey methodologies that helped members address complex business challenges.
Prior to joining TSIA, John spent over six years at Forrester Research as vice president and research director. During his career, he has held product management and marketing positions at various service and support technology vendors, including Clarify, Answer Systems, Platinum Technologies, and Nortel Networks. He has been involved in customer service throughout his career, including over 10 years managing both the internal and external customer support organizations for a global retailer.
In 2012, John released his first book, Lessons Unlearned, which chronicles his 25-year career inside the customer service industry. Filled with best and worst practices, insider gossip, and sometimes-shocking real-world stories, Lessons Unlearned helps support managers, company executives, and even customers improve service interactions.
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.
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.
View Members-Only Content Summary
Ask about TSIA membership to access.
Already a TSIA member? Sign In.
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.
ERP for Services Based Firms Selection Implementation and Success
How selecting the wrong ERP costs you more than just dollars.
Teaching Customer Facing Skills to CSMs SITA Customer Success Case Study
Join us and learn a new approach to accelerate and transform your evolving Customer Success organization effectively and efficiently.
Delivering an Exceptional Customer Experience in an Omni Channel Environment
Learn best practices for creating an omni-channel support strategy enabling a tailored, continuous, and unified customer experience.
Automation and Operational Excellence Delivering Predictable Customer Service
Learn how automation is the tool to help increase both employee cross team communication and satisfaction, leading to an improved customer experience.
5 Steps to Improve Your Digital Engagement During COVID19 and Beyond
Learn how to not only improve your business' current digital engagement, but also how to create a strategy that will lead you toward future success.