Creating a Custom Experience for Transformation Change

Today's guest is Scott Thomson, VP of Business Customer Service at Roger Communications in Toronto. Scott is a highly accomplished leader and team builder with proven experience directing cross-functional groups to achieve corporate objectives, including revenue generation, cost savings, effective service operations and strategic program management.

In his current role, Scott is responsible for the Enterprise Client Services team at Canadian telecoms giant Rogers where he is leading 400 service professionals nationally. This team delivers a world-class customer experience for all mid-market customers, as well as large national, strategic, government and wholesale Enterprise customers for all Rogers business service products.

In the episode, Scott will tell you about:

His role and career highlights during his time with Rogers,

The impact of the pandemic on the organization,

What he has learned during his career thus far,

Macro-trends within Digital Transformation in Telecoms,

ServiceNow in telecoms and the value it brings to the sector,

Advice for a successful implementation,

How to deliver an exceptional customer experience, and

What the future holds for ServiceNow in the industry