Verizon’s CX updates aim to simplify customer interactions, offer more personalised support, and give users greater flexibility across service channels, strengthening trust and consistency in every touchpoint.
Verizon has announced its most significant CX transformation, designed to empower customers with easier, more personalised support. As part of its consumer strategy, the changes bring improvements across customer service, digital tools, and retail operations, with a focus on simplifying interactions and improving consistency across touchpoints.
“Today marks another significant step in our ongoing consumer business transformation journey that began two years ago,” said Hans Vestberg, Verizon Chairman and CEO.
“We are setting a new standard for customer innovation by focusing on both people and technology, using the most advanced AI to make the CX simpler, faster, and more rewarding.”
“We have created unprecedented value in mobile and home connectivity, and we are now redefining what our customers can expect from us, helping build loyalty, improve retention and drive long-term shareholder value.”
Sowmyanarayan Sampath, Verizon Consumer CEO, said, “Our customers rely on us for the fastest and most reliable 5G at home and on the go, and for choice and predictability with myHome, myPlan and the Verizon Best Value Guarantee.”
“We’ve set these standards in what our customers have come to expect from us and today, we’re raising the bar for how we support them because we know they rely on us to power how they live, work and play, everyday.”
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This transformation represents Verizon’s commitment to earning and maintaining customer trust and loyalty. Key components include:
- Support for Complex Issues: Verizon is introducing a dedicated expert to handle more complex customer needs, supported by Google Cloud’s AI tools, including Gemini models. A designated Customer Champion will manage the issue from start to resolution, with updates provided through the customer’s preferred channel—app, text, or call.
- Extended Live Support Availability: Verizon has expanded its customer service hours, offering 24/7 live chat and extended phone support to better align with customer schedules.
- Upgraded Mobile App Experience: The My Verizon app now includes AI-driven tools like Verizon Assistant and Savings Boost, helping customers navigate their account, manage services, ask questions, and access savings more easily.
Verizon is also dropping 35,000 free prizes via Verizon Access, Verizon’s rewards platform available to all mobility and mobile broadband customers.
Customers can score free tickets to some of the hottest concerts and events everyone is talking about, like Beyonce, Katy Perry and Lady Gaga; plus premium giveaways, gift cards and merchandise from brands like Amazon, Disney and Starz.
Verizon’s latest CX updates build on its 5G network, offering consistent coverage at home and on the go. With options like myPlan and myHome, customers have more flexibility and access to savings.
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