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Sky Case Study: From Cost Centre to Benefit Centre

  • Cutomer Engagement Transformation Conference
  • Daryl Deane-Staig, Senior Service Performance Manager, Sky

Sky is in year 2 of a personal pathways programme. As they innovate and use technology like AI, there is extra capacity in the call centres.

Rather than reduce headcount, Sky paid for year secondments for advisors to join the department that focuses on technology giving advisors the chance to learn to code, build dashboards, run CICD and deliver £10m benefits back.

Join this session to discover how to empower agents to use technology and enhance customer engagement capabilities.

Daryl Deane-Staig

Daryl Deane-Staig

Sky Senior Service Performance Manager
Revolutionising Customer Experience: Delivering excellence through others, Driving performance, reducing costs, and delivering digital solutions. Senior Service Performance Manager at Sky, with over two decades of experience and a natural instinct for identifying areas of improvement. Neurodiverse leader with a vision to reach the C-Suite.

As a Senior Service Performance Manager at Sky, I specialize in managing the day-to-day performance of Sky's TV products and services to ensure the best possible customer experience. My focus is on improving product and service journeys from discovering and buying products, to delivery and activation, to in-life product experience and stability, product replacement volumes, and customer retention. I work collaboratively with multiple departments within Sky, up to the group director level, to deliver on these goals.

With over two decades of experience in customer experience delivery and improvement, I'm a natural leader and decision influencer. My keen eye for detail, adaptability, and ability to communicate complex ideas simply set me apart from others in my field. I also bring a unique perspective as a neurodiverse individual, allowing me to take a data-driven approach to identifying opportunities for improvement and driving continuous improvement initiatives.

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