CEO Guy Laurence unveiled his vision for Rogers Communications this past Spring. Called Rogers 3.0, the second of seven strategic priorities is to “Overhaul the Customer Experience.” To make this happen, the company today announced the appointment of Deepak Khandelwal to the position of Chief Customer Officer. He will be responsible for all customer experience functions including service strategy, customer call centres, field operations, go-to-market and online customer channels.
“Deepak brings a unique combination of management consulting and customer operations experience that we need to turn the customer experience around,” said Guy Laurence. “Improving customer experience is a journey not a destination, but this is a big step in the right direction. Deepak has a proven track record of transforming service operations and he will be a great addition to the team.”
“Rogers is a great Canadian company and this is a once in a lifetime opportunity to significantly improve the experience for Rogers’ customers,” said Deepak Khandelwal. “Bringing all customer facing roles together onto one team reporting to the CEO showed me just how serious they are about getting this right. I share Guy’s vision for the customer and I look forward to working with him and the team to make it happen.”
Khandelwal is currently VP, Global Customer Experience at Google. He will take over from interim Chief Customer Officer Mike Adams on November 10, 2014 and will report directly to Laurence. Adams will stay on to manage a number of key files until he retires in June 2015.
Source : Rogers Communications