Switzerland’s largest cable operator UPC has started a programme to improve quality and drive customer satisfaction by improving the customer proposition and by simplifying and digitising the processes both in the consumer and business segments.
With the multi-year programme, which is backed by significant investments in products and systems, the Liberty Global subsidiary aims to strengthen its position in the competition with IPTV operators, in particular incumbent telco Swisscom, which has led to declining revenues.
Urs Reinhard has been appointed Chief Digital Officer, responsible for driving the digital transformation. In this newly created role, Reinhard will be responsible for accelerating the digital agenda and driving change across the whole organisation, moving UPC towards a truly agile and digital company. He was previously a partner with The Boston Consulting Group, led UPC’s strategy & M&A teams and for the last year was responsible for sales and customer operations.
Hélia Burgunder will join UPC as Chief Customer Officer. The last three years Burgunder has directed the sales department at Swiss telco Swisscom, including the shops network. The 48-year-old Swiss citizen will assume her new role in spring 2019. She will coordinate the customer-facing activities with a strong focus on sales and customer operations.
Stefan Fuchs has been appointed Chief Marketing Officer. In this new role he will oversee customer value proposition, experience and value management as well as products, content, business intelligence and brand & marcom. Fuchs joined UPC in September 2018 as Vice President Marketing. He has been part of the group for over ten years and held executive marketing positions at Unitymedia in Germany, Virgin Media in the UK as well as Liberty Global in Amsterdam.