Rogers 3.0: Accelerating growth and overhauling the customer experience

 Rogers 3.0: Accelerating growth and overhauling the customer experience  CEO revamps organization structure to support execution strategy  TORONTO, May 23, 2014 /CNW/ - Rogers Communications today unveiled a  multi-year plan to radically improve the customer experience while laying the  groundwork to reaccelerate revenue and cash flow growth relative to its peers.  "Every day I marvel at what an amazing company Ted built," said Guy Laurence,  President and Chief Executive Officer, Rogers Communications. "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."  Rogers 3.0: A comprehensive plan  Rogers 3.0 is a long-term plan that reflects feedback from thousands of  customers, employees and shareholders. It builds on the underlying strength of  the company to identify and capitalize on opportunities for growth and  innovation. It will be based on seven strategic priorities:          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  Management structure  To deliver the Rogers 3.0 plan, we are reorganizing around our customers,  creating separate consumer and enterprise business units whilst retaining the  existing media business unit. 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.  "This structure will help streamline the organization, clarify  accountabilities and make us more agile," said Laurence. "We will focus on  fewer, more impactful initiatives and execute with more precision to deliver  on our game plan."  The new structure:         --  Consumer Business Unit: Rob Bruce, President         --  Enterprise Business Unit: Larry Baldachin*, President         --  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         --  Corporate Affairs:Phil Lind,EVP Regulatory and Vice Chairman         --  Legal:David Miller,Chief Legal Officer and Secretary         --  Human Resources:Jim Reid, Chief Human Resources Officer         --  Finance:Tony Staffieri,Chief Financial Officer         --  Information Technology:Linda Jojo,Chief Information Officer         --  Network:Bob Berner,Chief Technology Officer  *Interim leader  Due to the communications portfolio being divided into three areas, Rob Bruce  has decided to leave Rogers and agreed to help Guy Laurence through a  transition period until the end of year. In April Phil Lind announced his plan  to retire as EVP, Regulatory at the end of 2014. Phil will stay on for at  least three more years in an advisory capacity and will remain on the Rogers  Board of Directors and the Rogers Control Trust. An internal and external  search has begun for all interim appointments.  About Rogers Communications:  Rogers Communications is a diversified Canadian communications and media  company. We are Canada's largest provider of wireless voice and data  communications services and one of Canada's leading providers of cable  television, high speed internet and telephony services. 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  Caution Regarding Forward-Looking Statements, Risks and Assumptions:  This release includes "forward-looking information" within the meaning of  applicable securities laws and assumptions concerning the structure, focus and  performance of the company going forwards as detailed above. We caution that  all forward-looking information is inherently subject to change and  uncertainty and that actual results may differ materially from those expressed  or implied by the forward-looking information. A number of risks,  uncertainties and other factors could cause actual results and events to  differ materially from those expressed or implied in the forward-looking  information or could cause our current objectives, strategies and intentions  to change including but not limited to those relating to competition,  regulation, industry structure, systems and network technology.  Many of these  factors are beyond our control and current expectation or knowledge. Should  one or more of these risks, uncertainties or other factors materialize, our  objectives, strategies or intentions change, or any other factors or  assumptions underlying the forward-looking information prove incorrect, our  actual results and our plans could vary significantly from what we currently  foresee. Accordingly, we warn investors to exercise caution when considering  statements containing forward-looking information and that it would be  unreasonable to rely on such statements as creating legal rights regarding our  future results or plans. We are under no obligation (and we expressly disclaim  any such obligation) to update or alter any statements containing  forward-looking information, the factors or assumptions underlying them,  whether as a result of new information, future events or otherwise, except as  required by law. All of the forward-looking information in this release is  qualified by the cautionary statements herein.    SOURCE  Rogers Communications Inc.  Traditional / Social Media: Terrie Tweddle Rogers Communications 416-935-4727  Investment Community: Bruce Mann Rogers Communications 416-935-3532  To view this news release in HTML formatting, please use the following URL:  CO: Rogers Communications Inc. ST: Ontario NI: TLS MNA