How Rogers Communications Unified Its Approach To Customer Experience Measurement
December 20, 2011
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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