ServiceXRG is managed by a husband-and-wife team with complementary in-depth industry experience and proven track record of delivering support outcomes. The team offers a balanced perspective with practical, actionable solutions to solve complex support challenges.
Tom Sweeny
Founder & CEO
I started my professional career taking support calls a long time ago. A lot has changed in our industry, yet many things remain the same. I have stayed within technology services my entire professional career.
Support is an amazing and unique place. Working with customers and helping them to use products can be difficult but rewarding. I left the “vendor world” to join Gartner Group, then on to the Service and Support Professionals Association, now known as the TSIA, to lead service research and advisory initiatives.
This perspective allowed me to work with many of the most innovative companies and help them tackle some of the most daunting service challenges. It is rewarding to work with so many innovative companies and dedicated service and support professionals and to help advance the practice and business of technology services.
In 2004 I started ServiceXRG to set a new standard for service industry research to help support leaders anticipate and respond to service trends and challenges. It is time for a new chapter for ServiceXRG and the industry and I am pleased to be part of a transformative new approach to provide insights and expertise to advance the importance and impact of support services.
Melissa Sweeny
Chief Customer Officer
My entire professional career has focused on helping customers realize the value of technology products through roles in Sales, Product Marketing, Customer Success, and Support.
Throughout all these roles I have been dedicated to delivering solutions that drive success – even before it was a thing. No matter my role or how I work with my customers, it is always about making them successful and doing it so that the business is successful too.
I love the challenge of finding ways for customers to thrive and businesses to grow.
In 2021 I joined the ServiceXRG team from an Education software solution company where I headed up Application Support for a portfolio of SaaS products. I bring to the team hands-on experience with implementing support strategies with success-focused initiatives, performance monitoring with scorecard metrics and measures, team and process improvements, application of support technologies, and data analytics.