Rogers has announced it has hired current Google VP of Global Customer Experience, Deepak Khandelwal as its new Chief Customer Officer, set to start on November 10, 2014. He currently works at a Google office located in Toronto so the transition to Rogers should be fairly seamless.
Khandelwal has extensive customer service experience as he founded McKinsey’s global customer care network in 1998. The hire is part of the Rogers 3.0 strategy for “overhauling the customer experience” and the new hire will report directly to CEO Guy Laurence, who had the following to say in a statement:
“Deepak brings a unique combination of management consulting and customer operations experience that we need to turn the customer experience around,”
“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.”
Just yesterday it was revealed by the CCTS Bell, along with Rogers, led the percentage of complaints by telecom service provider.
Khandelwal has a large task at hand to change the negative perception of Rogers customer care, seen as frequently providing inconsistent information to customers by employees. Ask anyone who has called in to speak with Rogers customer service on the phone and they’ll surely have an interesting ‘experience’ to share with you.