Ben Bibby Email and Phone Number

Working with global technology companies, at inEvidence I made myself invaluable to my clients' customer reference programmes. With strength in content creation, you would have found me:• Managing the creation of customer stories, whether told through video, animation, infographic or the written word.• Helping client briefs come to life by working hand in hand with in-house and freelance video crew, designers, editors, and writers.• Managing account finances, keeping projects on budget with high value.• Helping clients grow their customer reference activity through the strength of the stories told, a collaborative approach, and timely delivery.• Consulting with clients on customer reference products, services and industry trends, keeping them relevant.• Collaborating with colleagues to make sure the assets delivered were of the highest quality.

I designed internal communications for Sky’s Customer Service Group. I consulted with stakeholders from across the business, helping them explain big changes to staff. I got messages to the right people, in the right way, at the right time. I wrote and published local stories which took Sky's people behind the scenes of the organisation. I created bespoke graphics and produced videos to bring messages to life. Phrasing, design, context, and clarity were my bread and butter. Every day I was a brand guardian, keeping Sky Customer Service Group’s verbal and visual identity strong. Speaking in the Sky tone of voice was a must; helping others find it was a fun challenge.I stayed close to Sky's Chatter community, consulting on future development, and shaping communication strategy as we looked to a social-driven future.

I led a community of 28,000 employees to become better at connecting, collaborating and communicating over Salesforce Chatter at Sky. This busy social landscape saw over one million logins per month and a post or comment every 19 seconds.To help Sky’s people make the most of our incredible communications channel, you’d usually find me:• Driving adoption, engagement, and knowledge of Salesforce Chatter for contact centre, field based and retail staff by working with key leaders from each area, as well as directly with staff• Keeping the community safe and productive by overseeing a federated moderation culture • Spotting development opportunities for the platform and bringing these to life for our Community Manager and technical teams• Consulting with internal communications teams to help land important messages• Building and using reports to surface hot topics and emerging conversations• Consulting with Sky’s entertainment teams to help build employee advocacy for the brand• Creating on-brand visual content to promote Sky's products and TV shows internally• Building the unique brand of Chatter@Sky by crafting its vocal and visual styleAnd when not doing the above, I was helping my colleagues across the business deliver their messages in creative new ways using a variety of media.

Building on my customer service experience, I was the voice of our customers throughout an innovative project where Sky re-imagined customer service. During this time you would have found me:• Identifying, analysing, adjusting and communicating changes to Sky's new customer service processes, including replacing Sky’s IVR with a concierge system• Consulting over the use of new technologies such as screen-sharing and online case management• Acting as a conduit between core staff and directors, to bring to life how the changes implemented were affecting staff and customers• Consulting over innovative new training for our staff which brought their personality and Sky’s brand to the front of customer service interactions• Providing steer and feedback to developments in Sky.comI learned a lot in this role, specifically around relationship building, process design, visual design, insight, analysis, and communications.