John Ragsdale is the vice president of technology research for the Technology Services
Industry Association (TSIA). Previously he served as the vice president of technology research for
AFSMI, SSPA, and TPSA. Ragsdale's area of expertise is in creating strategies for improving the
overall customer experience and services operation through technology. Ragsdale drives TSIA's
highly regarded 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 SSPA, Ragsdale spent over six years at Forrester Research as vice president and
research director. During his career, Ragsdale has held product management and marketing positions
at various service and support technology vendors, including Clarify, AnswerSystems, Platinum
Technologies, and Nortel Networks. He has been involved in customer service throughout his career,
including over ten years managing both the internal and external customer support organizations at
J.C. Penney, before moving to the Silicon Valley in the mid-’90s.
With his in-depth industry analysis experiences, Ragsdale brings an extensive understanding of
the technology and vendor landscape for services. He leverages those insights to help guide TSIA
members in making informed technology, business and investment decisions.