The Data Handshake: Tearing Down Data Silos with Trust

Posted by Jeremy DalleTezze on 3/23/17 5:00 AM

When J.B. Wood and Thomas Lah first introduced the concept of the “data handshake” in their book, B4B, it mainly focused on how it occurs between the technology supplier and customer. The basic premise of the data handshake is that in order for your company to provide data-driven, value-add services to your customers, you need their data. They give you some of their data, and in return, you give them enriched data insights. Depending on the vertical and geographical region, the handshake might be chock full of rich user-level information, or it might be mitigated to metadata and aggregated information. Either way, the supplier had to provide a compelling value proposition to gain the trust of its customers, and then deliver. 

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Topics: B4B, data analytics, TSIA Organizational Convergence Series, services convergence, convergence, organizational convergence, data handshake

Using Predictive Analytics for Cross-Sell and Upsell: Lessons from E-Tailers

Posted by Steve Frost on 12/20/16 5:00 AM

The holidays are upon us once again, and along with them, the corresponding annual shopping season. For dads like me with school-aged children, this is also the time of year when I turn to my favorite e-tailers to fulfill our family's wish lists. It's a tough call as to whether I love my children or hate the mall with more fervor, so in our house, “" with “Reindeer Prime" delivery has saved Christmas like the repentant Grinch at the end of the book. I know that it's certainly made me a lot merrier.

As we proceed to checkout with our shopping carts, we notice the e-tailer's recommendation engine making "frequently bought with" suggestions at the bottom of our screens. If I'm buying my 11-year-old son a new PlayStation 4 ('s a secret), I have no problem with the e-tailer making the suggestion that he also perhaps could use an extra controller or might enjoy a specific game to go with it. 

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Topics: B2B, sales, data analytics, expand selling, internet of things (IoT), analytics, cross-sell, upsell, recommendation engine, predictive analytics, machine learning

Behind the Research: Data Analytics

Posted by Technology Services Industry Association on 9/8/16 6:30 AM

At TSIA, we provide technology and services businesses with the insights they need to grow, advance, and achieve their desired outcomes in our rapidly evolving industry. Our robust data analytics program allows us to capture an accurate view of the state of the tech industry, which we use to provide our members with fact-based research and actionable metrics for improving their operations. To share details about TSIA's benchmarks and industry surveys, as well as provide a behind-the-scenes look at TSIA's data collection and analysis process is Jeremy DalleTezze, TSIA's Senior Director of Data Analytics Research. 

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Topics: data analytics, Behind TSIA Research, TSIA Research

[Video] How to Use TSIA's Technology & Services 50 Data Dashboard

Posted by Bryan Girkins on 4/21/16 6:30 AM

Since 2005, TSIA has been tracking service revenue and profit trends in the technology industry in our widely followed Technology & Services 50 index. We aggregate the financial performance of these fifty companies from the public record and identify service revenue and profitability trends, as well as provide critical observations based on the current quarterly update of 50 of the largest global providers of technology services. What's more, TSIA now has an interactive dashboard allowing our members to play around with the data themselves! 

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Topics: data analytics, Technology and Services 50, TSIA Research

The Secret Knowledge of Education Services

Posted by Jeremy DalleTezze on 12/18/15 6:30 AM

'Tis the season of giving, and today our gift to you is the tenth day of our annual 12 Days of Insights blog series. Enjoy!

At TSIA, we talk a great deal about data. We have frameworks, case studies, and lots of conversations with our members about how to leverage big data assets. During these conversations, I walk our members through a succession of questions, starting with their goals, current plans, and progressing through to their data assets and analytic capabilities. In many conversations, members inform me that they have limited, or no, access to rich customer data. In particular, they have no line of sight into how their customers are leveraging their products and/or services. 

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Topics: education services, data analytics, consumption analytics, learning management system, 12 Days of Insights

Services Support Metrics: Jointly Creating a Standard

Posted by Phil Verghis on 10/6/15 9:00 AM

It’s pretty ironic that the simpler and more elegant a solution is for your customers, the more difficult it is for you to consistently deliver on that promise. This is particularly true when you provide services in the “cloud” or depend on other company’s clouds to deliver your offerings.

In a world where customers increasingly judge your support against best-in-class consumer support, how do we support executives give customers a superior experience, employees a rewarding work culture, and continue to scale massively, all without breaking the bank?

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Topics: metrics, support services, data analytics

Surviving the IoT Revolution: A Tale of Two Companies

Posted by Vele Galovski and Harald Kopp on 6/23/15 6:30 AM

In A Tale of Two Cities, Charles Dickens wrote about life in London and Paris during the French Revolution. The story included this iconic opening line:

"It was the best of times, it was the worst of times, it was the age of wisdom, it was the age of foolishness, it was the epoch of belief, it was the epoch of incredulity, ..." A Tale of Two Cities, Charles Dickens

The same could be said today for industrial equipment companies trying to survive the “Internet of Things” revolution. While it is a time of opportunity for the industry, many companies will not make the transition to the new business models.

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Topics: outcome-based services, big data, data analytics, consumption analytics, industrial equipment, internet of things (IoT), remote services, Intro to IoT, smart services

How to Make Your Contact Center More Efficient with Data Visualization Software

Posted by Jodi Beuder on 4/21/15 6:30 AM

Photo mosaics are great for tricking the eye. When looked at from a distance you see one image, but upon closer inspection you realize that the image is actually made up of hundreds, if not thousands, of smaller images. Contact centers can be similarly tricky, because how you perceive your data, or the big picture, depends on how it is interpreted from individual contact center interactions. While it’s easy to compartmentalize the information and get one picture, when looked at more holistically, an entirely new picture emerges. Data visualization (DV) software is one tool that allows contact centers to create “mosaics” from their data. Having the ability to sort through all the information and make sense of it in usable and understandable ways gives managers and employees the opportunity to make changes so that performance efficiencies can be realized. 

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Topics: data analytics, TSIA Partners

2014 TechFUTURES: What will service operations look like in 2019?

Posted by Technology Services Industry Association on 5/6/14 2:34 PM

TSIA's John Ragsdale, vice president of technology and social research, wrote a great blog entry on the opening event at TSW Best Practices: TechFUTURES. Discover what’s in store for the future of tech!

TSIA Vice President of Technology and Social Research, John Ragsdale, Addresses TSW Crowd


Here’s an excerpt from John's blog, Eye on Service:

I had the pleasure of opening Technology Services World with our TechFUTURES event, kicking off at 11am. TechFUTURES takes us forward in time five years, to the year 2019, for a look at the state of the industry with special focus on the impact of services technology. TSIA TechFUTURES focuses on three topics identified as primary change agents within the industry.

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Topics: data analytics, service delivery channels, collaboration, Technology Services World Conference

TSIA’s 9th Annual Technology Survey Is Now Open!

Posted by John Ragsdale on 3/6/14 12:54 PM

Take part in TSIA annual survey that addresses adoption, satisfaction, and planned spending for commonly used technologies including CRM, knowledge management, enterprise search, web collaboration, online communities, social media monitoring, analytic platforms, and learning management. Open to all; the benefits are many!  


TSIA's 9th annual Tehnology Survey is now open! This survey covers 24 categories of tools and services used by customer support, professional services, education services, managed services and field service. The survey is open to everyone (not just TSIA members), and if you complete the survey, you will receive a copy of the resulting research report, “The 2014 TSIA Heatmap,” which discusses adoption levels of each category and top technology trends related to service organizations.

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Topics: adoption services, social media, knowledge management, customer relationship management (CRM), data analytics, TSIA Survey, online communities, collaboration


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