CX TALK: Learn How Sky Italia Turned NPS Into True Value

Contributor:Zarina de Ruiter
Posted: 04/12/2016

The Customer Experience Director at Sky Italia talks about the different ways they measure NPS and how they optimise customer interactions across touch points.

Susan Wakefield is the Customer Experience Director at Sky Italia. In this presentation at the CEM Telecoms Global Summit, she discusses:

  • The transactional and journey NPS’s they use at Sky Italia
  • How they integrate NPS into the KPIs and performance management structures
  • The launch of speech analytics and how it has impacted the CX
  • How they handle the complex number of interactions across the customer journey
  • The importance of coordinating the tone of voice and message across different touch points

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Contributor: Zarina de Ruiter