Customer Service Experience Change
Sky Customer Service Experience Change Case Study logo

“We reduced the number of inbound calls to our service centres by 11% as record numbers of customers interacted with us via our service app, through our automated voice service or via the set-top box. At the same time, we closed the year with our customer satisfaction scores at all-time highs. This was reflected in the latest Ofcom survey which showed Sky leading the market on customer satisfaction, with the fewest complaints across our product set.”

Sky’s Annual Report 2015

Many organisations have an urgent need to inject self-service and digital channels into their customer service experience due to restricted capacity – caused by Covid 19 – impacting CSR volumes and service levels. Executed effectively, there is the opportunity to help reduce churn, regrow customer satisfaction (NPS) and reduce costs.

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Customer Service Transformation


Strategy, Leadership & Innovation