Case Study: Sky Business boosts agent engagement and customer satisfaction with Medallia Agent Connect

How Sky Business Drives Customer Service Innovation

Sky Business, the B2B arm of Sky TV serving hotels, pubs and retail partners, faced the challenge of driving ongoing service innovation across dispersed advisor teams. Leaders needed better advisor engagement, clearer KPIs, more effective coaching, and a QA approach that tied customer sentiment to measurable performance—while also improving how the business recovered from subpar interactions.

Sky partnered with Stella Connect to collect real-time customer feedback and embed recognition into day‑to‑day operations (digital office screens, Sky Stars thank‑you system, customer‑suggested rewards). They tied monthly coaching and QA metrics to bonuses, rebuilt QA around a six‑point rubric with Stella scores counting for 50%, and ran focused coaching days. The result: stronger manager accountability, faster service recovery, clearer, actionable insights from customers, and measurable improvements in advisor performance and satisfaction.

Sky Business

Shona Goodlad

Head of Customer Service