John Ragsdale Vice President of Technology and Social Research, Technology Services Industry Association (TSIA
John Ragsdale is vice president of technology and social research for the Technology Services Industry Association (TSIA). He drives TSIA’s 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.
Prior to joining TSIA, John spent over six years at Forrester Research as vice president and research director. During his career, he has held development, product management and marketing positions at various service and support technology vendors, including Clarify, Answer Systems, Platinum Technologies, and Nortel Networks. He has been involved in customer service throughout his career, including over 10 years managing both the internal and external customer support organizations for a global retailer.
In 2012, John released his first book, Lessons Unlearned, which chronicles his 25-year career inside the customer service industry. Filled with best and worst practices, insider gossip, and sometimes-shocking real-world stories, Lessons Unlearned helps support managers, company executives, and even customers improve service interactions.
The buzz: Field service. Does your company consider field service a cost center, with an eye on minimizing costs while delivering exceptional customer service? News flash!…
A talk radio and cable TV broadcast journalist since 1995, media producer / host Bonnie D. Graham created and launched SAP Coffee Break with Game-Changers Radio in Fall 2011. Since then, she has developed 20 additional themed Game-Changers radio series for SAP. On each episode, Bonnie moderates a panel of thought leaders, practitioners, journalists and / or educators from across the business spectrum and the globe, to share timely technology and strategy insights for businesses of all sizes, industries, geographies, and maturities. Bonnie is on the SAP Editorial Experience / News Services team. Follow her programs on Twitter #SAPRadio.
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