CDO, Lisa Durocher on stepping up for our customers during COVID-19

July 15, 2020

For the past months, like the rest of the world, the Rogers Digital team has adjusted to living and working amidst the public health crisis. From makeshift offices, to kids running around, we switched gears and figured out how to keep our teams and customers safe and Canadians connected – all from our virtual offices. I’m so proud of the team for handling this tough situation with such grace. We’ve managed to cut through the clutter, and we are getting things done.

It’s no secret that digital adoption is up. Canadians’ behaviors are shifting, what they used to do in person, they are now doing online – paying bills, shopping, learning, working, connecting, the list goes on. Digital adoption will need to move approximately five years ahead in the span of one year. At Rogers, this means the team has been busier than ever building and designing new digital-first ways for our customers to stay connected. Some key projects over the past few months have been powering our digital channels to support the company when our retail stores closed, building the online capabilities to launch enhanced TV and Internet self-install and expanding Pro On-the-Go, our exclusive service that provides customers with a store to their door featuring contactless phone delivery and set-up support. Pro On-the-Go has been a critical service for our customers during the pandemic, and it is now available to over 10 million Canadians in Greater Vancouver, the Greater Toronto Area, parts of southwestern Ontario, Ottawa, Calgary, Edmonton and will expand to more markets this year.

Our customers are relying on us now more than ever, so our teams are collaborating and stepping in to help as much as they can. A recent special edition of the Edelman Trust Barometer during COVID found that Canadian’s view and trust of the telecommunications industry jumped from 52 to 71%! This gives us that extra fuel to continue providing meaningful online experiences for our customers.

I’m also very proud of Rogers for stepping up for our community including our partnerships with charities across Canada focused on helping the most vulnerable populations. These include Food Banks Canada, Frontline Fund, as well as help with devices and data plans for various groups in need such as Pflag Canada, women shelters across the country and Big Brothers Big Sisters Canada. We’ve truly found a new sense of community at Rogers.

All of this is making a difference for our employees. A recent pulse survey showed that our employee pride is at 93% and satisfaction with corporate social responsibility is also at 93%. These stats are sitting as new, high-water marks for our company.

It’s been hard not seeing each other every day but things have started to open up more and we’re building time to virtually connect through game nights and socials which help balance the hard work. While this time has been challenging, we’re trying our best to make things a little bit easier for our customers and our team members.

All the best and stay safe,

Lisa Durocher
Chief Digital Officer
Rogers Communications

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