TORONTO – Google exec Deepak Khandelwal will become Rogers’ new chief customer officer effective November 10.
Khandelwal joins Rogers from Google Inc. where he is currently VP, global customer experience with customers in over 100 countries world-wide. He joined Google in 2010 and led the transformation of its customer experience operations. Prior to Google he worked at McKinsey & Company from 1994 to 2010, becoming a principal in 2001. 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, Khandelwal will be responsible for overhauling the customer experience as part of the company's multi-year Rogers 3.0 strategy. He will be responsible for all customer experience functions including service strategy, customer call centres, field operations, go-to-market and online customer channels. Khandelwal will report to CEO Guy Laurence and be a member of the company's executive team.
Mike Adams, who has been with Rogers for ten years and agreed to serve as its interim chief customer officer, will continue to report to Laurence leading a number of key files until he retires and moves back to the United States in June 2015.
"Deepak brings a unique combination of management consulting and customer operations experience that we need to turn the customer experience around," said Laurence, in Tuesday’s announcement. "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."
"Rogers is a great Canadian company and this is a once in a lifetime opportunity to significantly improve the experience for Rogers' customers," added Khandelwal. "Bringing all customer facing roles together onto one team reporting to the CEO showed me just how serious they are about getting this right. I share Guy's vision for the customer and I look forward to working with him and the team to make it happen."
