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Lessons Unlearned: 25 Years in Customer Service Hardcover – March 1, 2012
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About the Author
John Ragsdale is the vice president of technology research for the Technology Services Industry Association (TSIA). His area of expertise is creating strategies for improving the overall customer experience and services operation through technology. He 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. During his career, he 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 managing both the internal and external customer support organizations at J.C. Penney, before moving to the Silicon Valley in the mid-1990s. He leverages his insights to help guide TSIA members in making informed technology, business, and investment decisions.
More About the Author
Prior to joining TSIA, Ragsdale spent over six years at Forrester Research as vice president and research director. During his career, he has held product management and marketing positions at various service and support technology vendors, and has been involved in various aspects of customer service.
He is the author of the book Lessons Unlearned (2012), and is a frequent industry speaker on the topics of optimizing knowledge management, social support, customer engagement strategies, professional services automation (PSA), and service technology adoption. He is a regular contributor to TSIA's Inside Technology Services blog, where he shares his insight and observations on current trends and best practices in knowledge management, customer support, and service technology.