Nicole Dornsife

Nicole Dornsife is the publications editor for TSIA. She has over 8 years of experience writing for the software industry, and joined TSIA in 2014. Nicole regularly collaborates with TSIA's research team and partner companies to publish their insights on the latest news in the technology services industry on the Inside Technology Services blog.

Recent Posts

Upcoming TSIA Webinars: April 2018

Posted by Nicole Dornsife on 4/6/18 5:00 AM

Stay on top of the latest best practices for growing and advancing your business with these upcoming TSIA webinars! Hear directly from our research team and partner community about topics relevant to your business, whether you’re looking to solve a specific challenge or just want to stay current on industry trends. Here is a list of webinars we have coming up on the calendar that you can still register for, as well as a look at past webinars you can watch on-demand.
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Topics: webinars, TSIA Research, TSIA Partners

Learn How to Get Services Involved in the Sales Process in This Virtual Summit

Posted by Nicole Dornsife on 3/6/18 5:00 AM

Mark your calendar for Thursday, March 29, for a free virtual summit all about how to cost-effectively grow your revenue by getting your Services teams more involved in the sales process. During this 3-hour event, you’ll learn from industry experts about when, where, and how Services teams should (and should not) be involved in revenue generation.

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Topics: services, sales, expand selling, summit, webinars

How to Monetize Services with IoT [Excerpt]

Posted by Nicole Dornsife on 2/27/18 5:00 AM

As digital transformation continues to impact the way businesses are run all across the technology and services industry, there are certain factors in this broad concept that deserve a closer look. To further explore the business model impact, new technology, customer outcomes, and monetization aspects of the digital transformation journey, TSIA and Librestream have partnered to create a two-part blog series all about how to digitally transform your services business. TSIA has already had the privilege of speaking with Librestream’s COO, Jereme Pitts, about how the Internet of Things (IoT) and smart, connected products are changing business models, while Librestream spoke with TSIA’s VP of field services and IoT research, Vele Galovski, about monetizing services with IoT. Here’s a brief look at that interview.

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Topics: internet of things (IoT), smart, connected products, digital transformation, remote services continuum, The Role of Digital Transformation Within Services

How to Achieve Business Model Innovation with IoT

Posted by Nicole Dornsife on 2/20/18 5:00 AM

The growing trend of digital transformation is having a huge impact on the way traditional product and service-based businesses are run. But, there are many details within this broader concept that deserve a closer look, particularly its effect on current business models, training processes for field technicians and other staff, and delivering outcomes to customers. To provide an inside look at some of the more critical elements of the digital transformation journey, TSIA and Librestream have partnered to create a two-part blog series all about how to digitally transform your services business.

To get an inside look at how digital transformation is impacting traditional business models in both product and service-based organizations, I spoke with Jereme Pitts, the chief operating officer at Librestream, the leader in developing innovative mobile video collaboration solutions for field services, manufacturing, energy, and the public sector. In this interview, he shares his perspective of digital transformation, how it’s impacting technology and equipment companies, and offers his advice to traditional businesses looking to take on this transformation, both for their benefit and that of their customers. 

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Topics: field service engineer, internet of things (IoT), smart, connected products, digital transformation, smart services, The Role of Digital Transformation Within Services

5 Things You Need to Know About TSIA Outcome Chains

Posted by Nicole Dornsife on 11/21/17 5:00 AM

If you were at our Technology Services World conference in Las Vegas last month, you likely heard a ton of buzz around TSIA Outcome Chains, our SaaS solution that ties TSIA research, best practices, and frameworks to specific business objectives. That’s because here at TSIA, we’re excited about what Outcome Chains provides our members: a proven path to achieving their desired outcomes. Whether you’re new to TSIA or have been a member for years, here’s a list of 5 things you should know about TSIA Outcome Chains.

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Topics: TSIA outcome chains, outcomes

Catch Up on Top Technology Spending Trends for 2017 [SlideShare]

Posted by Nicole Dornsife on 7/11/17 5:00 AM

TSIA’s annual Technology Spending reports closely examine technology and services trends that are making the biggest impact on businesses across the industry. View this SlideShare to get 3 highlights from all 8 of these reports, which cover our research areas of Customer Success, Education Services, Expand Selling, Field Services, Managed Services, Professional Services, Service Revenue Generation, and Support Services.

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Topics: customer success, education services, managed services, support services, service revenue generation, professional services, field services, expand selling, slideshare, TSIA Research

TSIA Service Trends Webinar Roundup: Summer Edition

Posted by Nicole Dornsife on 7/6/17 5:00 AM

At TSIA, we are dedicated to helping technology services organizations of all sizes stay on top of the latest best practices for growing and advancing their business. Our 30-minute TSIA public webinars are a great way to hear directly from our research team about how emerging industry trends are affecting their respective service discipline, and what you can do to stay current. Here's a recap of this summer’s webinars in case you missed them!  

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Topics: customer success, education services, managed services, support services, professional services, field services, expand selling, webinars

[Virtual Summit] Transforming the Customer Experience with Social Support

Posted by Nicole Dornsife on 6/27/17 5:00 AM

Join us Thursday, July 13, for a free virtual summit about using social support technology and strategies to improve your customer experience, hosted by TSIA and our partners, Lithium Technologies and Miller Heiman Group. During this 3-hour event, you’ll learn how to successfully leverage social technology to improve your support and the customer experience.

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Topics: customer experience, social media, customer experience management, social support, summit

The Real Benefits of Certification: An Example from Intermedia

Posted by Nicole Dornsife on 5/11/17 5:00 AM

Whereas TSIA’s Strategic Services offerings were designed to give our members the hands-on, customized assistance they need to meet their business objectives, our Strategic Certifications programs put these accomplishments to the test, and enable companies to receive recognition for being the best in the industry. We’re thrilled to announce that TSIA member company and cloud software provider, Intermedia, has recently gone through several of these rigorous certification processes and received both the TSIA Rated Outstanding and J.D. Power Certified Assisted Technical Support certifications. I spoke with Connie Adcock, VP of Client Services at Intermedia to learn about their experiences with the certification process, hear how they’ve benefitted from these programs, and to also see if she had any advice for others who are considering getting certified. Here’s what she had to say!

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Topics: certification, TSIA Strategic Services

Top Technology Industry Trends to Watch in 2017 [SlideShare]

Posted by Nicole Dornsife on 3/28/17 5:00 AM

At TSIA, we are dedicated to helping technology and services organizations of all sizes stay on top of the latest best practices for growing and advancing their businesses. Each year, our research team publishes their "State of" reports on developing trends affecting their respective areas of research to serve as a guide for achieving success in the coming year and beyond. View this SlideShare to get 3 highlights from 8 "State of" reports covering all areas of tech so you can stay on top of industry forecasts you might have missed.

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Topics: customer success, education services, managed services, support services, service revenue generation, professional services, field services, expand selling, slideshare

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