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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.


Migrating to the Cloud

Join us to ensure your journey to the cloud is adaptable, simple and successful.


How to Improve Customer Success with Customer Training

Develop customer training programs that deliver a customized learning experience that fosters engagement and product adoption.


2018 Customer Engagement Trends and What to Expect for 2019

Discover customer engagement trends and uncover what matters most to businesses and consumers as we move into 2019.


Growing Services Revenue in a Fixed-Fee World

Explore how process efficiencies and automation to meet growing revenue targets.


Which Field Service Contractor Management Model Is Right for You?

Understand the growing adoption of outsourcing by TSIA Field Services members and the primary drivers for these initiatives.


The Key to Employee Retention in the Age of Services

Learn how your PSA solution can help improve employee retention (beyond your services business).

Research Report

The State of Knowledge Management: 2018

Results from TSIA’s 6th annual knowledge management survey.


5 Ways to Achieve Operational Excellence in Customer Service

Join a panel of experts who will discuss operational excellence and provide recommendations on how to increase the value of support services.


Service and Support Metrics That Matter

Join this forward-looking session that will highlight the critical metrics support leaders should be focused on.


Make Support Personal: Inject Relevance into Every Interaction

Discover how to inject relevance into your support experiences at every customer interaction.


5 Secrets to Driving Value from PSA Implementations

Discover how to avoid common problems and conduct proper PSA implementations


One Solution for the Complete Customer Journey

Join our webinar to learn about the ROI of customer acquisition versus retention.


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