John Wood

Background

About John Wood

A outcome focused individual with the aim to understand user behaviour & customer needs to influence process improvements, highlight opportunities for cost reduction and increased revenue. Leading a team of creative thinkers who act as a linchpin between digital-focused teams and customer care to ensure a data-driven approach is taken can be a challenge, but we are driven to ensure we deliver the right outcome for our customers and stakeholders. I've helped many companies get out of difficult situations from impending liquidation through to digital transformation, it all starts with understanding the problems. 2017-2024 I've been on a journey of implementation and being operationally responsible for 7 Chatbots or Virtual Assistants across Spark and its subsidiaries. Getting deep into data to understand customer needs & behaviour has been my absolute passion and having the validation of delivering consistent outcomes to CX & cost reduction. Dec-2020 onwards I've been heavily involved with defining the strategy for and implementing Asynchronous Messaging for Spark customers across the App, WhatsApp & Apple Business Chat as the business looks to transition customers to a channel that doesn't require a constant connection as with Live Chat. Early days in this journey but our customers are enjoying the option.