Rogers has just announced the appointment of Deepak Khandelwal to the position of Chief Customer Officer, effective November 10, 2014. As the largest telecommunications company in Canada Rogers has built many relations with Canadians over the years so a role such as this can be crucial to the bottom line and reputation. He will be responsible for all customer experience functions including service strategy, customer call centres, field operations, go-to-market and online customer channels. Deepak will report to CEO Guy Laurence and play a key role on the Rogers Executive Leadership Team.
Prior to joining, Deepak VP, Global Customer Experience at Google Canada, and joined in 2010 to lead the transformation of its customer experience operations. Prior to Google he worked at McKinsey & Company from 1994 to 2010 becoming a Principal in 2001. He Founded McKinsey’s global customer care practice in 1998 and worked with more than 200 customer care centres to address service strategy and process improvements. An engineer by trade, Khandelwal is a disciplined, process oriented problem solver who brings a deep passion for technology and a customer first approach.
As Chief Customer Officer, Deepak will be responsible for overhauling the customer experience as part of the company’s multi-year Rogers 3.0 strategy.
Mike Adams, who agreed to serve as the interim Chief Customer Officer, will continue to report to Guy Laurence leading a number of key files until he retires and moves back to the United States in June 2015.
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