TSW Day 1 Recap: The Art and Science of the Customer Journey

Posted by John Ragsdale on 10/23/17 5:30 PM

Great to be back at the beautiful ARIA in Los Vegas for Technology Services World, which is my 24th TSIA conference! Today was the opening day, and I was up early for our Partner Advisory Board meeting, which included a facilitated session by our new Consulting Alliance Partner, Method Garage, on the business of customer journey mapping. I’m very excited about this conference theme, The Art and Science of the Customer Journey, which is so relevant to our industry and really resonating with our members, across disciplines.

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Topics: knowledge management, knowledgebase, learning management system, online support, knowledge sharing, self-service support, Technology Services World Conference, intelligent customer support

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

The Education Services Adoption Playbook

Posted by Maria Manning-Chapman on 12/8/15 7:30 AM

One of the inquiries that TSIA is getting more and more frequently from its Education Services (ES) membership is, “How can education services help drive adoption?” (Tweet this!) To answer this question, let’s start with a definition of adoption. Adoption, in its simplest form, is getting a customer to use the product more, whether it’s a technology product, education product, or both. 

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Topics: education services, customer adoption, learning management system

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