Christian Patz

Sky's customer operations have evolved through two defining phases: rebuilding trust and industrialising performance. Now, the next opportunity is to scale engagement. Agentic AI enables organisations to rethink customer interactions – moving beyond volume management, automation and resolved tickets towards meaningful moments that build connection and loyalty. Discover how Sky is using AI-supported digital service solutions to make customer experiences simpler, more personal and more engaging, while maintaining the operational excellence customers expect.

Learning Objectives

• Explore how customer operations can evolve from prioritising efficiency and resolution towards creating meaningful customer engagement at scale

• Understand how Agentic AI can transform individual interactions by using customer context to deliver simpler, more personal and connected experiences

• Examine how organisations can balance operational excellence with AI-driven engagement to build stronger customer relationships and loyalty

Key Takeaways

• Move beyond measuring success through volume, efficiency and resolution to consider the value of every customer moment

• Understand how Agentic AI can use context, intelligence and autonomy to make interactions more relevant, personal and connected

• Take away a practical perspective on how to build on operational excellence while using AI to create stronger customer relationships