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
        --  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
-0- May/23/2014 17:30 GMT
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