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. Prior to TSIA, John was vice president and research director at Forrester Research. During his career, he has held development, product management and marketing positions at Clarify, Answer Systems, Platinum Technologies, Nortel Networks and other companies. 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. The book is filled with best and worst practices, insider gossip, and sometimes-shocking real-world stories.