John Ragsdale

John Ragsdale is vice president of research, Technology and Social, for TSIA. His area of expertise is in creating strategies for improving the service operations and overall customer experience by leveraging innovative technology. Ragsdale drives TSIA's highly regarded technology research agenda, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing services leaders to enable them to better plan and execute their service strategies. He is also author of the book, Lessons Unlearned, which chronicles his 25-year career inside the customer service industry.

Read more from John on these topics:
Knowledge Management | Knowledge Sharing | Online Support | Social Media
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Recent Posts

You’re Invited to Participate in TSIA’s 12th Annual Global Technology Survey!

Posted by John Ragsdale on 2/6/17 5:00 AM

Has it really been 12 years? When I launched the very first Global Technology Survey in 2006, the focus was just on tools for technical support and field service, with a total of 21 categories of technology. Over the years as TSIA has expanded and introduced new focus areas, the survey has expanded too, covering technology specific to education services, managed services, professional services, service revenue generation, and most recently, customer success and expand selling.

The 2017 Global Technology Survey covers a total of 42 categories. But don't worry—you won't be asked to answer all 42. Once you tell us which service discipline you belong to, we'll only prompt you to answer questions about technology relevant to your department. There is a good mix of standard tools which are highly adopted (CRM, customer portals, employee collaboration) as well as more nascent areas with limited adoption by pacesetters (upsell/cross-sell, consumption monitoring, Internet of Things). 

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Topics: customer relationship management (CRM), consumption analytics, internet of things (IoT), collaboration, customer portal, EMEA, cross-sell, upsell, service technology

4 Self-Service Trends and Pacesetter Practices to Watch in 2017

Posted by John Ragsdale on 1/11/17 5:00 AM

With the unprecedented planned spending for customer self-service portals, companies are looking for help on where to start. Over the last year, TSIA's VP of Support Services Research, Judith Platz, and I have had the opportunity to work with multiple TSIA members on evaluating their current self-service programs, tools and metrics, and making recommendations on investment priorities to accelerate self-service success. I'm hoping these engagements have been as informative for the members as they have been for us.

As we head into 2017, I wanted to recap some trends and member pacesetter practices we are tracking related to self-service.

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Topics: support services, social support, customer support, online communities, online support, customer engagement, self-service support, knowledge base

Take Part in TSIA Social Support Research!

Posted by John Ragsdale on 12/2/16 5:00 AM

Today's customer is demanding support via their preferred channels, which means that online communities and Twitter are now being used as often as phone and email. No longer just a consumer phenomenon, social support has become a common practice in enterprise support, with the majority of B2B companies offering customer discussion forums. In fact, more than half of TSIA members are now offering some level of support via social media channels. But, that doesn't mean that we, as an industry, have it all figured out just yet.

You're invited to participate in TSIA's annual Social Support Survey, which tracks year-over-year trends in social channels offered for customer support, program ownership, performance metrics, service level agreements (SLAs), and staffing for both online communities and social media support. This year, we've added some new questions that will help us gain additional insight into community activity, including the role of customers vs. employees vs. partners in answering forum questions.

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Topics: social media, support services, service level agreement (SLA), social support, customer support, TSIA Survey, online communities, multi-channel support, online support, TSIA Research

TSW Las Vegas 2016: What I Heard

Posted by John Ragsdale on 10/28/16 5:00 AM

After each of our Technology Services World Conferences, I like to look back over all the 1:1 meetings, breakout session questions, and hallway conversations, and come up with some of the top trends and issues I heard. Last Tuesday, I had 1:1 meetings scheduled from 8 AM to 5:30 PM, which was a great opportunity to hear what members are working on, where they are seeing success, and where they are struggling. 

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Topics: knowledge management, professional services, social support, online communities, online support, professional services automation (PSA)

TSW Day 2 Recap: Top Attended Sessions

Posted by John Ragsdale on 10/19/16 1:39 PM

Today is the final day of Technology Services World Las Vegas, and I'm back to take a look at the top attended sessions from yesterday. Our 1,600+ attendees had more than 75 breakout sessions to choose from yesterday, crossing all of our service disciplines, with a good mix of tactical and strategic topics. I always like to point out the top attended sessions, because people vote with their feet for the hottest trends and topics.

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Topics: customer success, customer experience, professional services, customer service, expand selling, professional services automation (PSA), Technology Services World Conference

TSW Day 1 Recap: Knowledge Management Front and Center

Posted by John Ragsdale on 10/18/16 5:00 AM

Yesterday was the opening day of Technology Services World in Las Vegas, and it was an action packed day. I started with a partner advisory board meeting at 7AM, then a kickoff meeting for partners, and my opening keynote, "Overcoming Barriers to Knowledge Sharing" at 11:45. We definitely had more people attend my keynote than anticipated, and I'm sorry to everyone who didn't make it into the room. The seats were filled, and people standing 3 deep, so I tried my best to entertain!

My topic was improving enterprise knowledge sharing, and I highlighted data from my 2016 Knowledge Management Survey. Why is knowledge management such a hot topic? Because companies perceive improved knowledge sharing as a lever they can pull to improve operational effectiveness. Here’s the data:

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Topics: knowledge management, Technology Services World Conference, customer portal

[Infographic] The Current State of Knowledge Management Culture

Posted by John Ragsdale on 8/5/16 8:00 AM


Implementing a good knowledge management system is key to improved productivity within your organization, and can be achieved through proper transformation of your KM processes, people, and technology. Though many companies are moving toward adopting and using KM tools, many may not be using them to their full potential. In TSIA’s annual Knowledge Management Survey, we ask participants about their current core knowledge management processes, tools, and metrics to see how their company is sharing knowledge within their organization.

This infographic gives a brief overview of the findings of last year's survey that provides insight into the current state of knowledge management culture in the technology industry. How would you rate your company’s knowledge sharing culture?

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Topics: knowledge management, organizational culture, infographic, TSIA Research

You’re Invited to Take Part in TSIA Knowledge Management Research!

Posted by John Ragsdale on 8/2/16 6:30 AM

TSIA surveys allow us to get a detailed look at what's really happening in the industry so we can provide technology and services organizations with fact-based recommendations for improving their operation and achieving their goals. To help us gather the latest best practices and trends relating to knowledge management, content management, and enterprise collaboration technology, I'd like to invite you to participate in the TSIA 2016 Knowledge Management Survey and play an important role in our research initiatives in this area.

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Topics: knowledge management, TSIA Survey, collaboration, self-service support, TSIA Research, content management

Top 3 Technology Investments for EMEA Businesses

Posted by John Ragsdale on 7/14/16 6:30 AM

The results of our annual Global Technology Survey allows us to get a detailed look at which new technology and organizational capabilities are seeing the most investment dollars from some of the top companies in the industry. Although overall planned spending is high across all survey categories, which relate in some way to one or several of TSIA's service disciplines, there were some key investment areas that stood out, especially in the Europe, Middle East, and Asia (EMEA) regions. In fact, over 80% of our international respondents are planning the majority of their spending in three main categories over the next one to two years. For any technology organization considering additional investments in technology and services in the years ahead, it's always a good idea to see where your peers have already adopted solutions in order to avoid losing a competitive edge. In this post, I'd like to share the top three areas EMEA region companies are investing in: billing and invoicing systems, IoT/smart services platforms, and self-service portals. 

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Topics: proactive support, online support, internet of things (IoT), customer portal, EMEA, smart services

What We Learned from TSIA’s 11th Annual Global Technology Survey

Posted by John Ragsdale on 5/26/16 6:30 AM

This year TSIA’s Global Technology Survey saw a major overhaul. The survey grew from 24 categories in 2015 to 42 categories this year, incorporating new technologies for our expanded list of service disciplines, as well as breaking out some broad categories to track individual tools more granularly. For each category, the survey asked respondents which tool they are using, how satisfied they are with it, and in what areas they are planning additional investments in 2016-2017. The output from the survey includes an overview report, The 2016 Technology Services Heatmap, adoption and planned spending reports for each discipline, and the 2016 Top Installed report, listing the most popular tools in each of the 42 categories.

Here’s a look at the resulting Technology Services Heatmap, which gives a look at all 42 categories, color coded by adoption level, and the service disciplines each category applies to.

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Topics: TSIA Survey, TSIA Research

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