Chief Digital & Customer Officer
Urs Reinhard is UPC Switzerland’s Chief Digital & Customer Officer. UPC is Switzerland’s largest cable-operator and 3rd largest telco, offering the full range of Internet, TV and mobile phone services. Urs is responsible for UPC’s holistic digital transformation and as well runs the customer service division. Over the last 2 years, Urs designed and executed a company-wide digital transformation covering Journeys, Products, Channels, (Information) Technology, Operating Model, Skills & Culture. Within the year 2020, Urs reduced number of call center contacts by 35%, letters by 30% and back office tasks by 25%. At the same time, online sales share doubled and NPS increased by almost 20 points.
Prior to this mission, Urs held different other executive board position at UPC including Strategy, Sales and Customer Service. Before joining UPC, Urs was a Partner and Managing Director at Boston Consulting Group (BCG) and worked 13 years in their Zurich, San Francisco and Johannesburg offices. He advised leading companies in the Telecom, High Tech, Media and Electricity industries, and co-founded and build up BCG South Africa.