Enhanced customer experience: A conversation with Rogers Communications


Delivering an enhanced customer experience

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.

 

Did you miss the last episode? We spoke with Peter Singh, executive officer of IT services at the Toronto District School Board (TDSB), about ensuring a safe return to school.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.

Topics

  • An integrated solution to activate ESG across the enterprise
    Cybersecurity and risk
    Announcing an integrated solution to activate ESG across the enterprise
    ServiceNow is releasing an integrated solution that empowers companies to activate ESG initiatives and activities across the enterprise for a better world.
  • Activating ESG strategies and initiatives can improve business and the world.
    Cybersecurity and risk
    Activating ESG strategies and initiatives to improve business and the world
    More organizations are championing environmental, social, and governance (ESG) initiatives. Learn how ServiceNow helps them activate those strategies.
  • Citizen and employee experience in government: 3 businesspeople stand outdoors in a discussion.
    Government
    How government agencies are improving citizen and employee experiences
    Government agencies had to adapt to a rapid increase in demand for services in 2020. Learn how ServiceNow helps them improve citizen and employee experiences.

Trends & Research

  • Business resilience: Two employees with face masks work at computers in an office.
    Cybersecurity and risk
    The fruits of business resilience
  • ServiceNow named a Leader in the 2021 Gartner Magic Quadrant for Enterprise Low-Code Application Platforms
    Application Development
    ServiceNow recognized a Leader in 2021 Gartner® Magic Quadrant™ for Low-Code Application Platforms
  • Gartner Magic Quadrant for IT Risk Management
    Cybersecurity and risk
    ServiceNow: A Leader in Gartner® Magic Quadrant™ for IT Risk Management for Second Year

Year