Distinguished Researcher, Vice President of Technology Ecosystems at Technology Services Industry Association (TSIA)
John Ragsdale is a distinguished researcher and the vice president of technology ecosystems for TSIA. His area of expertise is in assisting enterprise technology firms with the selection and value realization of tools and platforms, with a constant focus on the customer experience.
With the rise of customer journey analytics, and analysis to correlate customer experience with subscription renewals and account expansion, technology companies are identifying the support experience as a primary driver of customer success. There have been extensive investments in support technology related to both assisted and unassisted support. However, TSIA’s support services benchmark data shows that on average key indicators of the customer experience, such as satisfaction with self-service, and self-service success, are not trending up at the desired rate. This…Read More