Stuart Bye

Head of Online Sales
BSkyB

As Head of e-Experience for Sky, I currently manage online customer service with specific responsibility for Broadband. My previous roles at Sky, all in online sales, have ranged from delivery management to product ownership. From 2001 until I joined Sky in 2006, I was one of four Directors of a small incubator firm, creating and managing small online ventures including an online affordable original art company. Prior to 2001 I was a technical consultant following the completion of a BSc in Information Systems Management.

Check out the incredible speaker line-up to see who will be joining Stuart.

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Day 2

Friday, November 6th, 2015

12:50 PANEL: How To Identify, Understand & Glue Together Customer Multi-Channel Journeys

• Getting to grips with what the customer journey means
o How do you break down online/offline, presales/aftersales, monochannel/multichannel?
• Understanding how to evaluate the different points of the customer journey & measure it
• Determining if there is one or many customer journey types and how to treat each one
• Allocating and managing budgets
o What role does the customer journey play in this?
o How does mobile fit into the idea?