Case Study: Sky UK achieves personalized, cross-channel customer experiences with Adobe Experience Cloud (Adobe)

Sky UK embraces customer data to deliver superior cross-channel experiences with Adobe Experience Cloud

Sky UK, a leading European entertainment and communications company serving 22 million customers and 11 million households, needed to increase market share and preserve loyalty by delivering relevant experiences across many touchpoints. With 71% of customers interacting via three or more channels, Sky struggled to unify those interactions into single customer profiles and move beyond household-level targeting.

Sky deployed Adobe Experience Cloud — including Adobe Analytics, Audience Manager, Campaign and Target — to create unified IDs and real-time customer profiles, empower analysts with Analysis Workspace, and run roughly 600 personalized campaigns per month. The integrated solution enabled cross-channel segmentation and personalization (for example, app-driven sports offers), improving customer understanding, engagement and returns while enabling individualized experiences at scale.

Sky

Robert McLaughlin

Head of Digital Analytics