Guy Laurence unveils ‘Rogers 3.0,’ a plan to grow the company as ‘One Rogers’

The Guy Laurence era is now in full gear.

Earlier today it was revealed that Rob Bruce, President of Rogers Communications, will de departing the company later this year. In addition, yesterday, both John Boynton and Shelagh Stoneham kindly left the company.

In an official press release today, dubbed Rogers 3.0: Accelerating Growth and Overhauling the Customer Experience, Rogers new CEO Guy Laurence is setting the stage for the coming years. There is a seven point plan that Rogers will abide by and was apparently based on feedback from “thousands of customers, employees and shareholders.”

1. Be a strong Canadian growth company
2. Overhaul the Customer Experience
3. Drive meaningful growth in the business market
4. Invest in and develop our people
5. Deliver compelling content anywhere
6. Focus on innovation and network leadership
7. Go to market as One Rogers

Probably the most revealing point was about customer service. It’s no surprise where Rogers sits in the eye of the customer. For the past several years the J.D. Power stats continually showed Rogers at the bottom of the list of customer service when compared to its competitors. Laurence intends to change this mindset, stating that “All customer experience functions including customer care call centres, field operations, go-to-market and online channels will be brought together into one team reporting to the CEO.”

From a product development standpoint, Rogers has generally been first to market on a number of key initiatives. Seems this will potentially change, too. Rogers and the executive team “will focus on fewer, more impactful initiatives and execute with more precision to deliver on our game plan.”

Moving forward, here is the new Rogers executive team:

  • Consumer Business Unit: Rob Bruce, President (departing end of 2014)
  • Enterprise Business Unit: Larry Baldachin*, President (Interim leader)
  • Media Business Unit: Keith Pelley, President
  • Customer Experience: Mike Adams*, Chief Customer Officer
  • Brand Management: Dale Hooper, Chief Brand Officer
  • Strategy, Wholesale & Development: Frank Boulben*, Chief Strategy Officer (Interim leader)
  • Corporate Affairs: Phil Lind, EVP Regulatory and Vice Chairman (departing 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

(Rogers noted that there is currently an internal and external search for all interim leaders)

Guy Laurence, President and CEO of Rogers, said, “Every day I marvel at what an amazing company Ted built. 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.”

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