Case Study: Sky Deutschland achieves stronger human-led CX with Forsta

Sky Deutschland lifts NPS by 6.4 points with Forsta

Sky Deutschland faced the challenge of raising its customer experience to a premium level, but its insight into customers was fragmented across different channels and teams. To progress, they needed a unified view to move beyond simply measuring interactions. They turned to the vendor Forsta and its HX platform to address this.

With Forsta's platform, Sky Deutschland built a unified, always-on listening ecosystem that combined customer feedback with agent and operational data. This enabled real-time feedback loops and shared routines that broke down silos and fostered a culture focused on transparency and action. The solution delivered measurable results, including a +6.4-point lift in NPS, a +6.1% increase in call satisfaction, and stronger alignment across service teams.

Sky Deutschland