Customer story In the competitive and fast-changing world of telecommunications, customer experience can make or break the business. And it’s only getting more difficult. “We’re no longer just in competition with each other, we’re competing with the likes of Google, Amazon and Apple,” says Michel Rondeau, Sr. Manager of Performance Enablement at Rogers Communications, one of Canada’s largest telcos. “Customers are experiencing these easy ways of doing business with other organizations. Telcos need to make sure they’re delivering an experience that meets the escalated demands of our customers.” Rondeau is tasked with building and reinforcing customer-centric culture in the 1,100-person Customer Service Operations (CSO) team of Rogers for Business. They provide implementati

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