CX, retention and loyalty with NOW TV

Improved retention and loyalty is the focus of our fourth CX Best Practice Exchange hosted by our friends at Now TV.

CX Best practice exchange logo


When: October 2017

Where: Sky Centre, Osterley, Middlesex TW7 5QD

Who: Hosted by SKY, Nirish Shakya, Lead UX Designer – NOW TV



Improved retention and loyalty are key goals for many customer experience initiatives and will be the focus of our fourth CX Best Practice Exchange hosted by our friends at NOW TV, the on demand service from SKY.

As well as giving us a guided tour of SKY, the NOW TV team will talk about the work they have done to improve the digital customer experience at NOW TV with particular emphasis on what they have done to improve retention and loyalty; key drivers for them.

In the afternoon delegates will break into smaller discussion groups to share experiences, challenges and learnings, potential topics include:

  • What delegates have found to be the key CX drivers of loyalty and retention
  • How CX compares to traditional loyalty and win-back schemes in terms of ROI
  • How you go about designing the customer experience; what’s the process and how do you get people to collaborate on ideas and approaches.

Thank you for hosting such an inspiring event. You have helped me accelerate our CX program no end.
Ian James, Head of CX Transformation, HomeServe

A great network to share experiences, success stories and challenges.
Ailsa Charter, Senior Membership Propositions Strategy Manager, Nationwide Building Society

What a cracking day on Friday, a pretty diverse bunch but with a lot in common. Thanks for on a great event.
Alex Russell-Rutherford, Customer Excellence, Wessex Water


SKY News studio
A behind the scenes tour of the SKY facility

About our host

Nirish Shakya is the UX Lead at NOW TV (SKY) and a UX coach/trainer. He has designed products across multiple channels including web, mobile and in-store for big name brands in the UK, Australia, New Zealand and Singapore including financial institutions, universities, telcos and not-for-profits.

He has been in the digital industry for more than 12 years, starting off as a developer and UI designer and then diving head first into UX design in 2010. He regularly practices Vipassana meditation to develop his compassion, and Wing Chun kungfu to improve his efficiency.

Find out more about CX Best Practice Exchange

The CX Best Practice Exchange is by CX professionals for CX professionals.  It gives delegates a rare chance to join peers from a wide range of industries to learn from one another and to share experiences in a confidential, ‘Chatham House rules’  environment. basis.  Find out more here.

Agenda of the day:

08:45 – Arrive, security, visitor passes

09:00 – Coffee in the HUB Café

09:30 – Introductions and context

11:00 – SKY Tour


13:00 – NOW TV presentation The digital CC; their current work and challenges

14:00 – NOW TV Brainstorm; resolving retention issues


16:00 – Recap and next steps

16:30 – Networking drinks (pub)

18:30 – END

Cost:  Just £150 + VAT to cover expenses.

With thanks to our sponsors:

Customer Journey Consultancy

Sponsor Active Thinking

Sponsors and hosts, NOW TV (SKY)