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For Customer Experience Professionals

How Rogers Communications Unified Its Approach To Customer Experience Measurement

December 20, 2011

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Authors

  • By Megan Burns
  • with Elizabeth Boehm,
  • Jennifer Peterson

Why Read This Report

In just 18 short months, customer experience professionals at Rogers Communications (Canada's largest telecommunications company) developed and gained support for a new customer experience measurement program. The program is poised to take the company from disparate siloed data to a holistic view of experience across all of a customer's key moments of truth. This report explains how the Rogers Communications customer experience team orchestrated significant changes in the firm's measurement approach — and won acceptance from key stakeholders — in such a short period of time.

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