John Platt

WORK HISTORY

EDUCATION

SKILLS

ABOUT JOHN PLATT

I’m a Customer Success professional with 14+ years’ experience partnering with organisations to turn customer engagement into measurable commercial outcomes. I work closely with clients as an extension of their team, focusing not just on delivering technology, but on ensuring it drives real value. That means improving retention, increasing revenue, and shaping better customer experiences through data-led decisions and proactive engagement. My role sits at the intersection of Customer Success and Solution Consulting. I collaborate with stakeholders across business and technical teams to understand challenges, define outcomes, and design scalable solutions that deliver against them. In recent years, I’ve focused heavily on Proactive AI, designing and delivering outbound, goal-driven customer journeys that anticipate needs rather than react to them. These journeys span channels such as SMS, WhatsApp, voice and digital interfaces, all aligned to clear commercial or operational objectives. A key area of my work has been the practical application of Generative AI within customer engagement. I designed, deployed and ran one of the first production GenAI journeys in my organisation, taking it from concept through to live operation. This included hands-on prompt design, performance testing, and continuous optimisation to ensure outputs delivered both customer and business value. Alongside delivery, I’ve supported wider adoption of GenAI by sharing best practices, running training sessions, and delivering a masterclass across teams to help others apply the technology effectively. Across my work, I’ve: Designed and delivered AI-driven solutions that improve conversion, efficiency and customer experience Partnered with sales and leadership teams to shape use cases, demos and commercial narratives Helped organisations unlock ROI through better use of data, automation and proactive engagement Built strong, trusted relationships with stakeholders to align technology with business priorities I enjoy working at the intersection of customer experience, data and commercial strategy, and I’m particularly interested in how AI can be used proactively to solve real-world problems. I’m now focused on continuing to grow into a leadership role, combining Customer Success and Solution Consulting to drive greater impact for my own organisation and the organisations I partner with. Specialties: relationship building, staff training, change management, creative problem solving, development planning