Addition of enhanced data across www.sky.com aims to optimise customer experience

London, April 9th 2009: Tealeaf, the leader in online Customer Experience Management (CEM) software, has been selected by Sky to help enhance and improve the customer experience of its online transactional channel www.sky.com/products.

Tealeaf’s CEM software will be used to provide increased insight into customer behaviour, helping to improve the visitor experience, enable better self-service, and support future web development activity.  Specifically, Tealeaf’s CEM software will support activity across five key areas, including web analytics, web support; network observation, web development and business analysis.

Sky is the UK’s leading entertainment and communications company and currently reaches 9.2 million homes, a third of households across the UK and Ireland.  As well as providing the most comprehensive digital television service in the UK, Sky also offers the  leading HD TV service, Sky+HD, the most popular Personal Video Record (PVR), Sky+, and is the UK’s fasted growing broadband and home phone provider.

www.sky.com/products provides customers the opportunity to upgrade or alter their existing Sky package, whilst offering potential customers the chance to research and purchase subscriptions online.

Tealeaf’s unique patented technology features the ability to follow and capture customer journeys across websites in real time. This data is then easily quantifiable allowing effective delivery of operational metrics. The Tealeaf cxSuite allows users to drill down and view supplied information, allowing greatly improved identification and understanding of customer experience.

Alasdair Wright, Director of Online and Interactive Channels at BSkyB, comments: “Online sales and service is a key channel for Sky and customer experience is critical to the effectiveness of that platform.  Through Tealeaf’s software, we will look to further improve visitor experience by forming an ever greater understanding of customer experience and behaviours.”

John Lillie, UK Country Manager of Tealeaf adds: “Even the smallest glitches within customer websites can affect sales, causing customers to revert to alternative less efficient channels. The implementation of Tealeaf will support Sky in identifying and rectifying these concerns through an improved understanding of potential issues.”