The Challenge

Sky’s marketing team needed strategic agency expertise to work with multiple stakeholders across the business to collate a single view of the current customer experience in the first 90 days of being a customer. Once collated, we were then tasked with coordinating the development of a business transforming onboarding experience.

Conversation we created

We led and facilitated a series of stakeholder collaboration sessions, firstly to understand the current experience, then to develop an onboarding vision and insight-led strategy framework and then finally to inspire fresh and creative thinking for a new multi-touchpoint contact strategy aligned to business priorities.

This led us to develop a hyper-relevant, needs-driven and joined-up conversation with landlords.

We used data and tech capabilities across multiple operational platforms, Adobe and the new customer portal, to optimise personalisation and automation.

And we developed innovative and distinctive creative – from best-practice MVP to ‘brilliant basics’ and transformational initiatives including personalised videos, an AI assistant, gamification and data playback.


This was one of those projects that we needed to do – but didn’t have the resource to give it focus. T19’s strategy team helped us develop a plan and then coordinated input from across the business to develop a solution that is now aligned to our business goals.

Tracy HarrisonMarketing Director