Working towards the mantra of “we want to offer the best service in the country” the Sky planning team are constantly looking for improvements for their customers and colleagues.  Always looking for new and pioneering approaches for their customer to contact, this has seen the introduction of an invisible IVR and use of asynchronous messaging. The team is also passionate about making life easy for their colleagues and improving planning process.

• Learn about their innovative invisible IVR an how their understanding of their customer and use of multi-channel has reduced customer effort and increased NPS.
• See the planning team own “robot” who has streamlined the overtime process, making it easy for colleagues to book their own overtime at times of need.
• Understanding how Sky are using robots to improve the annual leave process.
• Hear from a team who thrive on thinking and brainstorming new ideas and have a willingness to try new approaches.

This story will inspire planning analysts, managers and business leaders, who want to explore new approaches to planning for colleagues, stakeholders and external customers.