What are the obstacles to innovation at Shaw and Rogers?

TORONTO - With millions of customers between them, you'd expect that customer service would be shining stars for Canada's biggest cablecos.However, at a communications conference executives from Shaw Communications and Rogers Communications admitted they aren't there yet.“I think we have a lot of work to do," Jim Pitt, vice-president enterprise, wholesale and tracking," said at a panel on leadership at the annual Capacity North America conference in Toronto. "I don’t think incumbents in general are well known for providing great customer service. We work very hard at it but we have work to do." Company surveys show that after price,...