Pierre Coppin

Senior Director, Strategy & Operations - Customer Service Group Sky

Pierre leads Strategy & Operations within Sky’s Customer Service Group, where he drives transformation, planning, and insight. With a background spanning marketing, product, and customer operations, he brings a rare mix of commercial and strategic expertise to reimagining how Sky delivers for its customers. He is passionate about using technology and outside the box thinking to transform customer experiences and ways of working, while keeping people and culture at the heart of change. Known for his collaborative approach, Pierre focuses on connecting strategy to real impact on the ground.

Day 2

11:30 Panel Discussion | Building Resilient Customer Service Frameworks That Balance Cost Pressures & Customer Demands

Customer service leaders today face mounting pressure to do more with less, creating leaner models that scale without compromising quality. While year-on-year cost reduction may offer short-term relief, building long-term resilience means reimagining service frameworks that balance operational efficiency with customer expectations. Sustainable strategies, smart investment and the right human-tech synergy can drive lasting impact.

Why does long-term investment in service infrastructure mean more than cost-cutting?
How can we design customer service frameworks that deliver high-quality outcomes at lower operational costs?
Where should human and technological elements intersect to maximise efficiency and elevate experience?

12:40 Think Tank | The New Metrics of Success: Rethinking Performance for Human and AI Agents

As AI becomes a core part of service delivery, performance metrics must evolve. We’ll explore how to adapt classic KPIs for both human and AI agents and whether behavioural metrics can (or should) apply to machines.

Check out the incredible speaker line-up to see who will be joining Pierre.

Download The Latest Agenda

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