News : Rogers 3.0: Accelerating Growth and Overhauling the Customer Experience
Toronto, May 23, 2014 -- Rogers Communications unveiled a multi-year plan to radically improve the customer experience while laying the groundwork to reaccelerate revenue and cash flow growth relative to its peers.
"Every day I marvel at what an amazing company Ted built," said Guy Laurence, President and Chief Executive Officer, Rogers Communications. "The mix of assets, the culture of innovation and depth of employee pride is extraordinary. But we've neglected our customers, and we've let our legacy of growth and innovation slip. The plan I've laid out will significantly improve the experience for our customers and re-establish our growth by better leveraging our assets and consistently executing as One Rogers."
Rogers 3.0 is a long-term plan that reflects feedback from thousands of customers, employees and shareholders. It builds on the underlying strength of the company to identify and capitalize on opportunities for growth and innovation. It will be based on seven strategic priorities:
Be a strong Canadian growth company
Overhaul the Customer Experience
Drive meaningful growth in the business market
Invest in and develop our people
Deliver compelling content anywhere
Focus on innovation and network leadership
Go to market as One Rogers
To deliver the Rogers 3.0 plan, we are reorganizing around our customers, creating separate consumer and enterprise business units whilst retaining the existing media business unit. All customer experience functions including customer care call centres, field operations, go-to-market and online channels will be brought together into one team reporting to the CEO.
"This structure will help streamline the organization, clarify accountabilities and make us more agile," said Laurence. "We will focus on fewer, more impactful initiatives and execute with more precision to deliver on our game plan."
The new structure:
Consumer Business Unit: Rob Bruce, President
Enterprise Business Unit: Larry Baldachin*, President
Media Business Unit: Keith Pelley, President
Customer Experience: Mike Adams*, Chief Customer Officer
Brand Management: Dale Hooper, Chief Brand Officer
Strategy, Wholesale & Development: Frank Boulben*, Chief Strategy Officer
Corporate Affairs: Phil Lind, EVP Regulatory and Vice Chairman
Legal: David Miller, Chief Legal Officer and Secretary
Human Resources: Jim Reid, Chief Human Resources Officer
Finance: Tony Staffieri, Chief Financial Officer
Information Technology: Linda Jojo, Chief Information Officer
Network: Bob Berner, Chief Technology Officer
Due to the communications portfolio being divided into three areas, Rob Bruce has decided to leave Rogers and agreed to help Guy Laurence through a transition period until the end of year. In April Phil Lind announced his plan to retire as EVP, Regulatory at the end of 2014. Phil will stay on for at least three more years in an advisory capacity and will remain on the Rogers Board of Directors and the Rogers Control Trust. An internal and external search has begun for all interim appointments.
Posted by Veronica Silva Cusi, news correspondent
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Rogers Communications Inc. is one of Canada's largest communications companies, particularly in the field of wireless communications and cable television, with additional telecommunications and mass media assets. It is headquartered in the Rogers Building in Toronto, Ontario.
Published: Wednesday, May 28, 2014
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