Rogers Communications today unveiled its plans for the future. Dubbed Rogers 3.0, it outlines in broad strokes how the company will “radically improve the customer experience while laying the groundwork to reaccelerate revenue and cash flow growth relative to its peers.” Announced by CEO Guy Laurence after several high-profile executive departures in recent days, the plan sets out 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
“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.”
To deliver on its new priorities, Laurence has restructured the company. Among the new divisions are separate consumer and enterprise business units. Reaffirming his commitment to improving customer satisfaction, all customer experience functions, including customer care call centres, field operations, go-to-market and online channels will be consolidated into a single team that will report directly to him. Here is what the new Rogers 3.0 looks like:
- Consumer Business Unit: Rob Bruce, President (departing at the end of 2014)
- Enterprise Business Unit: Larry Baldachin, President (Interim)
- Media Business Unit: Keith Pelley, President
- Customer Experience: Mike Adams, Chief Customer Officer (Interim)
- Brand Management: Dale Hooper, Chief Brand Officer
- Strategy, Wholesale & Development: Frank Boulben, Chief Strategy Officer (Interim)
- Corporate Affairs: Phil Lind, EVP Regulatory and Vice Chairman (departing at the end of 2014)
- 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
An internal and external search is already underway to fill interim appointments.
Needless to say, we’ll be watching how Rogers Communications lives up to the Rogers 3.0 vision over the coming months and years.
Source : Rogers Communications