TSIA, the creator of the LAER model, is a trusted subscription-based research and advisory company supporting 40,000+ industry leaders worldwide.
San Diego, CA
Joined March 2009
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AI is redefining how the #tech industry makes money.
Profit now comes from services, accountability, & outcomes.
Discover how to lead and profit in the Services Era in the #AIEconomics Declaration: bit.ly/3WpJegy
Join us live: bit.ly/3UdGW6L
Customer Success leaders run learning for customers, partners, franchises, and employees, often without more people. AI helps, but speed-to-answer and speed-to-competency remain unsolved.
On Nov 12, TSIA’s Marc Troyan and Scott Burgess of Continu discuss how AI can unify learning.
Your best engineers can get an #AI solution into production. The harder question is what happens the morning after go-live.
In our new eBook, @georgeahumphrey lays out forward-deployed operations, the team that proves the impact after go-live.
Most support teams already run AI search. TSIA research shows it isn’t moving the needle on its own.
Agentic AI is only as good as the data beneath it. TSIA's Dave Baca and Niken Patel of @Neuron7_AI on what it needs.
Nov 10 | 2:00 PM ET #SupportServices #AI
Customers are demanding better service experiences in the AI era.
But most support organizations still can’t measure whether AI is improving CX.
See where the gap closes with @ServiceNow: bit.ly/3Ppb50w
One of the biggest PS 2.0 challenges is identifying the blind spots.
Which metrics still matter? Which practices become the bridge to the future? And which ones are holding organizations back?
Watch the full breakdown: bit.ly/4dGt9Nd
Over 40% of orgs still incentivize teams on closing deals. Only a small minority tie compensation to the realization of customer outcomes.
TSIA's new DARE framework maps out what has to change. Read the full recap and see where your organization stands: bit.ly/3Q7TSc3
Hear more on these conversations live at Technology Services World: bit.ly/4dN8Yf4
Speaker applications for Technology Services World are closing soon.
If your organization is navigating AI transformation, operational scale, or customer lifecycle change, we want to hear your story.
Apply now before submissions close: bit.ly/4u9mxfR
📍 Oct 19–21 | Las Vegas
The companies moving fastest in the AI era aren’t just changing technology. They’re changing how sales, services, & customer engagement work together.
This special #TECHtonic episode features leaders from @salesforce, @ServiceNow, @HPE, @Siemens, @AptEdge, & @CertiniaInc discussing where enterprise tech is heading next: bit.ly/4uwZfjZ
Read The State of Customer Success 2026: bit.ly/4dIX7OV
AI isn’t reducing the importance of customer success.
It’s raising the stakes.
The organizations succeeding in 2026 aren’t treating customer success as a support layer.
They’re treating it as a value engine tied directly to retention, expansion, & growth.
Why do leaders stay engaged with TSIA for years?
@Ciena says that ongoing peer relationships & consistent exposure to industry change help leaders stay connected & informed. See how TSIA impacts leaders: bit.ly/4mblwjW
“Less than 20–25% of today's technology companies will still exist 3 to 5 years from now." - George Humphrey, TSIA’s SVP of Research
The ones that survive won't evolve their way there. They'll incubate AI-native models from scratch to deliver outcomes.
Strategy alone doesn’t solve execution problems.
Some firms define direction. Others focus on benchmarking, operational performance, & continuous improvement.
As companies push for measurable outcomes, that distinction matters more.
See how McKinsey compares to other models: bit.ly/4tWElK4
