–01:20 Sky Business series intro + why “solve the operator problem” beats “sell the product”01:20–03:30 Shona’s background and what her team does for existing mid-market customers03:30–05:20 One site vs one thousand sites: what changes at scale05:20–07:30 Cost vs cyber vs downtime: what operators say they worry about vs what they really fear07:30–10:20 “Things will go wrong”: building trust, credibility, and mitigation plans10:20–12:40 Comms failures, site readiness, third parties, and why rollouts slip12:40–16:10 Post-go-live reality: stragglers, service cadence, and staying close to strategy16:10–18:20 Being unapologetically commercial (and why ROI matters for both sides)18:20–21:10 Connectivity as a utility + the real cost of downtime21:10–23:40 What operators should ask suppliers: “What will go wrong and how do we handle it?”23:40–26:20 Where mid-market operators should invest time when they don’t have a CTO26:20–28:40 Openreach realities: escalation paths, process, and why hospitality finds it alien28:40–29:50 How to reach Sky Business + meet the team at Tech on Toast’s February eventReach out to SKY at https://business.sky.com/s/medium-business