"If we don't understand how valuable their time is, and design what do with this in mind, then we will be irrelevant," Rogers CEO
He said consumers — especially since the recession — want to do their day-to-day tasks online while business and public sector customers want technology to improve company productivity.
He said busy parents, for example, are willing to pay more to have their groceries delivered to the door.
"Let's be clear. It's not that they're trying to avoid the groceries, it's about buying back two hours of their life every week."
"Lots of people don't want to call a call centre. They want to go online and solve it in three minutes, not 30," Laurence said.
"Don't get me wrong. I think there will always be call centres but are we really bringing in enough simplicity to our customers?"
Laurence didn't provide any specifics on what improvements Rogers' has planned but he recently announced changes to simplify the
In terms of the Canadian economy, Laurence said both business and the public sector are looking for ways to improve their productivity.
He said it's estimated that mobile apps save businesses almost 600 million hours annually, from handling logistics to inventories.
"I think we can do a lot more," Laurence said "I think Canadian business and the public sector are underserved by technology in the quest to be more productive and give back more time."
He said statistics show only 5.3 per cent of Canadian retail sales are done online, even though half of the public browses retail stores online.
"Maybe you think that's OK. Maybe you think it will develop over time," Laurence said. "I don't think it's OK. I don't think we have a choice but to rapidly develop our efforts in giving customers more time. "
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