Stephen Wood
Customer Experience expert
Helping Companies Scale, Grow and Optimise their Customer Support Organisations | Customer Support Director | Technical Support Director | ITIL Process Design | Customer Success | Premium Support | Data Analyst
About
As a seasoned adaptable and assertive leader of cross functional global teams and customer facing teams in SMB, Enterprise, and startup SaaS companies, I bring a wealth of experience and a proven track record in vision-setting, strategy development, and change management to enhance and optimize support operations with the focus of creating exceptional customer loyalty. My strategic prioritization and astute investment planning skills have resulted in significant improvements in key metrics and heightened customer satisfaction. By utilizing OKRs, I consistently drive teams to achieve exceptional results, elevating the overall support experience and surpassing customer expectations. Interested? Get in touch!Whitepapers and Published articles
Using marginal gains to drive Big Results
The first 90 days in a New CX leadership role (Series)
From Firefighting to Foresight: Embracing Proactive Customer Support
Unlocking Your SaaS Superpowers: 5 Collaborative Keys to Customer-Centric Growth
SUCCESSES
A few of my key successes (contact me for more details on any of these!)
Scaled Customer Experience Organisations in Eight Countries
Implemented multiple business process improvement plans
Set the vision for multi discipline teams of over 60 Head Count
Led the Implementation strategy for Omnichannel support systems
Orchestrated organisational wide Incident Management programmes
Implemented Shift Left Suport strategies
I have successfully revitalized and transformed five struggling support organizations
Led cross functional customer improvement programmes
Implemented Robotic Processes Optimatisation (RPO) to improve cost to serve
Led KCS strategy implementations
Metrics
A few results from past support strategies
Increased CSAT to 95+%
Reduced Backlog by 50%
Increased NPS by 30%
Increased SLA Compliance to 95+%
Reduced Time to Respond to less than one day
Reduced Time to Resolve to 75% resolved within 5 days
Reduced Incident Management Response Times
Reduced Escalations by 25%
Some of my Recent Content
Head over to my Linkedin Page to check out some of my recent content
A Sample of my Processes
[Playbooks](any valid URL)
[Escalations](any valid URL)
[Incident Management](any valid URL)
[Metrics](any valid URL)
Contact
Get in touch via email, phone, Linkedin or schedule a meeting
+44(0)7875953576
[email protected]