Appointment part of Rogers 3.0 strategy to overhaul the customer experience
TORONTO, Oct. 28, 2014 /CNW/ - Rogers President and Chief Executive Officer, Guy Laurence announced today the appointment of Deepak Khandelwal to the position of Chief Customer Officer, effective November 10, 2014.
Khandelwal joins Rogers from Google Inc. where he is currently VP, Global Customer Experience with customers in over 100 countries world-wide. He joined Google in 2010 and led the transformation of its customer experience operations. Prior to Google he worked at McKinsey & Company from 1994 to 2010 becoming a Principal in 2001. He founded McKinsey's global customer care practice in 1998 and worked with more than 200 customer care centres to address service strategy and process improvements. An engineer by trade, Khandelwal is a disciplined, process oriented problem solver who brings a deep passion for technology and a customer first approach.
"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."
As Chief Customer Officer, Khandelwal will be responsible for overhauling the customer experience as part of the company's multi-year Rogers 3.0 strategy. He will be responsible for all customer experience functions including service strategy, customer call centres, field operations, go-to-market and online customer channels. Khandelwal will report to CEO Guy Laurence and play a key role on the Rogers Executive Leadership 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 has a Master's of Business Administration from Ivey Business School (Western University) and received his Bachelor of Science in Electrical Engineering from the University of Saskatchewan. He started his career at IBM in 1989.
Mike Adams, who agreed to serve as the interim Chief Customer Officer, will continue to report to Guy Laurence leading a number of key files until he retires and moves back to the United States in June 2015.
"Mike has made a number of important contributions to Rogers over the past ten years," said Laurence. "He has served in several key leadership roles during his tenure and most recently built the team and the plan to take our customer experience efforts forward. I'd like to thank Mike for his many years of service and wish him the best in his retirement next year."
Rogers Communications is a leading diversified public Canadian communications and media company. We are Canada's largest provider of wireless communications services and one of Canada's leading providers of cable television, high-speed Internet and telephony services to consumers and businesses. Through Rogers Media, we are engaged in radio and television broadcasting, televised shopping, magazines and trade publications, sports entertainment, and digital media. We are publicly traded on the Toronto Stock Exchange (TSX: RCI.A and RCI.B) and on the New York Stock Exchange (NYSE: RCI). For further information about the Rogers group of companies, please visit rogers.com.
Image with caption: "Deepak Khandelwal (CNW Group/Rogers Communications Inc.)". Image available at: http://photos.newswire.ca/images/download/20141028_C1234_PHOTO_EN_7200.jpg
SOURCE: Rogers Communications Inc.
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