30 Ottobre 2025
Autore: Francesca Mastrogiacomi
Abstract:
Sky Italia, a leader in Italy’s media and entertainment sector, is facing the pressing challenge of adapting to evolving customer expectations in a dynamic, competitive market. To address this, the company has embraced Design Thinking as a solution, aiming to reinforce its customer-centric approach across all levels of operations. Design Thinking, a methodology centred on empathy, rapid iteration, and creative problemsolving, aligns closely with customer-centricity by ensuring that innovation efforts start with deep insights into customer needs. Through this approach, Sky Italia launched initiatives such as the newly born directorate Customer Solution Hub (CSH), focusing on delivering seamless, tailored content experiences and responsive customer service. By integrating Design Thinking, Sky Italia strengthens customer engagement and positions itself to anticipate and adapt to market changes. This case study explores the impact of Design Thinking on Sky Italia’s transformation toward a more agile, customer-focused organisation, ultimately illustrating how a structured yet flexible innovation framework can drive both customer satisfaction and competitive advantage in the entertainment industry.
Download Case Study
Richiedi Teaching Notes
