Enhanced customer experience: A conversation with Rogers Communications

The success of a modern business starts with recognizing the value of the customer and committing to provide a great experience. The best companies do this by putting respect and empathy at the core of every interaction.

In today’s new era of work, delivering an enhanced customer experience has become increasingly connected with the employee experience. This creates new opportunities for organizations to drive stronger satisfaction for both parties simultaneously.

A new customer experience approach

Rogers Communications grew from a humble beginning 60 years ago to become the largest communications and media company in Canada, servicing more than 10.8 million subscribers today. In our fourth episode of the Canadian Leadership Exchange, we spoke with Scott Thomson, vice president of business customer service at Rogers, to learn how the company measures satisfaction and friction levels for both customers and employees in fulfilling ongoing service requests.

Rogers employees take pride in the legacy of founder Ted Rogers, who “believed in the power of communication to enlighten, embolden, and entertain.” But to stay competitive, the company needed to re-evaluate the design of its business units and modernize a changing corporate structure. Rogers Communications rose to the challenge by making enhancements to its products and services to keep up with the company’s accelerated growth.

Watch the video to learn how Rogers’ transformation using digital workflows can help other organizations improve the customer and employee experiences.

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