Verizon is well-known for creating the networks that move the world forward. With the challenges of 2020, the customer experience Verizon provided became as vital as their networks. Acutely aware of evolving customer expectations, Verizon quickly accelerated their digital transformation. The critical nature of unprecedented events amplified the need for a digital-first customer experience, yet delivered in a very human way.
Join Phil Leininger, Senior Vice President, Omnichannel Customer Experience at Verizon, as he shares lessons learned from 2020, including how Verizon’s customer experience journey evolved from just making it work to making it simple, as well as the current focus on making it personal. He’ll also provide a glimpse into the innovations that ensure each customer interaction has a uniquely human touch.