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

  • Gartner names ServiceNow a leader in enterprise Agile planning tools.
    Digital Workflows
    ServiceNow named a Magic Quadrant Leader in Enterprise Agile Planning Tools
    ServiceNow has been named a Leader in the 2021 Gartner Magic Quadrant for Enterprise Agile Planning Tools for our ITBM and Agile capabilities.
  • ServiceNow is becoming an agent of environmental change with the release of its first Global Impact Report.
    Life at Now
    Becoming an agent for environmental change
    With the release of our first Global Impact Report, which documents our environmental goals, we’ve officially embarked on our environmental journey.
  • Diversity and inclusion in the workplace
    Talent and Engagement
    Promoting diversity and inclusion in the workplace
    At ServiceNow, we’re committed to promoting diversity and inclusion in the workplace and want to help other organizations do the same with these two webinars.

Trends & Research

  • employee workflow solutions help remote employees stay safe 
    Digital Workflows
    How building an app can boost your team’s efficiency
  • employee workflow solutions help remote employees stay safe 
    Digital Workflows
    Transforming citizen experiences in federal healthcare agencies

Year