tpsa leadership
JB Wood
President and CEO
J.B. Wood is the President and CEO of the technology service industry's three largest trade associations – Service & Support Professionals Association (SSPA), Technology Professional Services Association (TPSA), and Association for Services Management International (AFSMI). Under his leadership, these organizations co-founded the Service Research and Innovation Initiative (SRII) with IBM and Oracle, a broad initiative supported by leading tech companies to advance the amount of targeted, funded services research.
Spearheading a broad agenda of vital strategic initiatives as the service and support industry enters the 21st century, Wood is particularly interested in programs which enhance the practical value of these associations for member companies by educating executives on ways to heighten efficiencies, customer brand loyalty, and overall return-on-investment. He spends a considerable amount of time on advocacy issues, helping build awareness of the vital role that service and support plays across a growing spectrum of both business-to-business and consumer product categories.
Over the course of his career, Wood has counseled hundreds of leading companies including Cisco, Microsoft, Oracle, and IBM, on leveraging quantitative, verifiable metrics to improving products and services through a more concise understanding of their customer bases.
Wood is a frequent speaker at key industry events such as CES, Software Publishers Association, and International Oracle Users Group Meeting, in addition to SSPA, TPSA, AFSMI and SRII conferences. He has been quoted in business and technology press including The Wall Street Journal, Fortune, Business Week, CNET, Computerworld and CRM Magazine.His published papers and articles include "Rise of Services,""Customer Satisfaction & Loyalty," and "Top Talent for Technical Support Study."
Previously, Wood was a co-founder of InsightExpress, which pioneered use of the Internet in market research applications, resulting in quantum reductions in the cost, time and complexity of research. Prior to InsightExpress, he was president and CEO of Prognostics, one of the largest research and consulting companies in the IT industry. Wood also spent 10 years in the software industry as a marketing executive.