John Ragsdale is vice president of technology research for TSIA, where he drives the research agenda for tools, technology, and best practices for service and support, delivering insightful, thought-leadership research and analysis on the most pressing business issues facing technology services leaders. John has an extensive understanding of the technology and vendor landscape for IT services, thanks to his 25 years working in various aspects of the customer service industry. John began his career managing support centers for a major US retailer, moving to Silicon Valley in 1995 to work for the first startup technology firm building knowledgebases for call centers. John worked for customer service and CRM vendors in development, product management and product marketing roles before joining the analyst ranks in 2001, first for Giga Information Group, then for Forrester Research, where he served as vice president and research director for enterprise applications. John’s first book, Lessons Unlearned, documenting his 25 years is customer service, will be published in May, 2011.