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TORONTO — To the new chief of Rogers Communications, the company’s old way of doing things had turned into “cold spaghetti.”

“They’re like spaghetti, right,” Guy Laurence told reporters on Friday. “It makes sense at the time, but when it goes cold, it’s very difficult to unpick. And what happens is you have to break that spaghetti and start again.”

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That’s what the former Vodafone UK executive, who joined Rogers in December, attempted to kickstart on Friday by unveiling a new management structure and road map.

His plan includes creating a separate consumer unit, where all customer experience functions such as call centres and online channels will be consolidated into one team reporting to Rogers’ chief executive.

The overhaul also includes high-profile departures and different roles for the son and daughter of the company’s late founder, Ted Rogers.

The plan, dubbed Rogers 3.0, will improve the customer experience after “neglecting our customers over the years” and re-establish Rogers’ growth by better leveraging the company’s assets, Mr. Laurence said.