The collaboration between Opificio Innova and Gate Rei has given rise to an innovative training project designed to accompany Sky’s team at the Customer Solution Hub in Cagliari—the area that supports Sky customers with effective, concrete solutions—on a path of growth and development. The project was orchestrated by Sky’s Customer Solution Learning Hub, whose mission is to promote and sustain continuous learning, anywhere and anytime, for agents and their managers, in order to continually build future-proof skills such as customer-centricity, critical thinking, effective communication, and change management.

Numerous professionals involved in supporting Sky customers—across line and staff functions—took part in a structured program to strengthen key competencies and face the challenges of transformation, integrating cutting-edge, innovative, and immersive tools and approaches. The journey was co-designed by Sky, Opificio Innova, and Gate Rei, and will continue in 2025 to enable lifelong learning.

A journey of growth and innovation
The training path was structured into four modules, each designed to tackle topics crucial to today’s workplace:

• Change and well-being: this module provided tools to handle evolving roles while keeping individual and collective well-being at the center. Participants explored strategies for navigating complex scenarios defined by VUCA (Volatility, Uncertainty, Complexity, Ambiguity) and BANI (Brittle, Anxious, Nonlinear, Incomprehensible) models.
• Distributed leadership and collaborative tools: the focus was on promoting shared leadership, fostering teamwork through collaborative tools and problem-solving techniques.
• Prototyping Factory for intrapreneurship: in an intensive lab, participants worked on innovative ideas for the company, using prototyping methods to turn concepts into concrete solutions.
• Metaverse and GenAI for customer excellence: this module explored applying emerging technologies—such as the metaverse and generative AI—to improve customer experience and build advanced digital skills.

Skills at the core of the program
The program centered on developing the competencies needed to face today’s and tomorrow’s challenges. Participants worked on managing the customer journey, building an end-to-end view while maintaining an authentic passion for the customer. They sharpened problem-solving abilities, analyzing workflows and proposing creative ways to improve company processes and solutions in service of the customer.

Another crucial aspect was strengthening skills in data analysis and management, with particular attention to extracting insights and visualizing them. In addition, written and oral communication was improved to ensure clarity and adaptability across different digital contexts.

Collaborative leadership was a cross-cutting theme: through peer coaching activities, participants learned to foster a culture of shared responsibility and to value continuous feedback.

A practical and interactive approach
The training combined practical and interactive methodologies to ensure effective, engaging learning. Simulations, role-plays, and hands-on workshops allowed participants to practice in realistic scenarios, addressing topics related to prototyping and data management. The program’s organization followed a logical progression across modules, giving participants a cohesive experience that balanced deeper theory with practical activities.

An example of innovative training
The project is a model for how training can drive innovation and professional development, while strengthening a company culture oriented toward the customer and innovation. Thanks to the collaboration between Opificio Innova and Gate Rei, Sky’s Customer Solution Hub in Cagliari has embarked on an evolution that puts people and their potential at the center.

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