The Modern CEO of Verizon Consumer: Embracing Customer Experience and AI as Competitive Advantages
The importance of the CEO in fostering a customer-centric culture stands out in the conversation with Sowmyanarayan Sampath , CEO of Verizon Consumer. Leading a massive organization, Sampath remains deeply involved in customer experience. He engages directly with customer feedback, responds to complaints, and ensures Verizon’s strategies are rooted in real customer experiences.
Success in CX relies on metrics like sales momentum, revenue per customer, and churn rate. These indicators show customer satisfaction and retention, allowing Verizon to adapt strategies to better meet customer needs.
CX includes product and service experience. Product experience focuses on the reliability and performance of Verizon’s services, such as network connectivity and broadband speeds. Service experience covers interactions like billing, customer care, and in-store experiences. Both must excel to earn and retain customer trust.
To improve responsiveness and service quality, Verizon decentralized its operations into 60 territories, each led by a local manager. This approach enables more personalized customer service tailored to regional needs. Simplification, with programs like "My Plan" and "My Home," streamlines purchasing, reduces frustration, and makes choices easier for customers.
Verizon acknowledges its backend complexity but keeps this hidden from customers. Recent brand revamps aim to make Verizon appear less corporate and more relatable while maintaining trust. Clear policies, aligned incentives, and a supportive culture empower frontline employees to deliver exceptional service.
AI significantly impacts Verizon’s technology strategy. Verizon aims to be the world’s best AI-applied company, using AI to enhance employee experience, improve customer interactions, and increase cost efficiency. AI reduces the cognitive workload for frontline employees, simplifies customer interactions, and serves as a critical tool for cost management. AI deployment has cut call times and improved close rates on personalized emails.
Balanced metrics are essential to avoid overemphasis on any single aspect of performance. Leading indicators like transaction satisfaction, alongside lagging indicators like Net Promoter Score (NPS), provide a comprehensive view of CX. Sampath’s hands-on approach, including personally handling customer escalations, helps him stay connected with ground realities and continuously improve the customer experience.
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Verizon's focus on CX, driven from the top, leads to significant business improvements. For everyone in a customer-facing role, the key is to believe in the value of CX, integrate it into every interaction, and strive to enhance it.
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Don't miss Blake Morgan's new book, "The Eight Laws of Customer-Focused Leadership." To learn more visit www.8CXLaws.com .
Dear Mr. Sampath I am a consumer of Verizon Wireless for 25 years & about to be shut off in USA cause the USA group & collections do not agree to lowering of my family plan which kept creeping up from 64.00 dollars ( went up to 78.00) in a year which prompted my call) dachse employee ID # is Shada2V. Both dachse & sup lowered my plan to 50.00 monthly and dachse would follow up with me July 16 but never called as promised to make sure all was in place for the 50.00 per month ( notes on account. Following no printout on 7/ 20th as to my new monthly bill of 50.00, tried dachse 3x- no call on 7/16 & 3x. He was silenced and text messages of a false amount of 177.00 was then sent to me. Dachse wiped out my July bill of 79.00 to start with new balance of 50.00 in Aug. Dachse wrote up the notes in middle of June (account janet linda USA 207 530 1151 [email protected] nightmare has come of this kind gesture by dachse and his supervisor. Eric wiped the false bill 177.00 but appears to be back again. Please HELP with top person at EXEC RELATIONS USA as Ryan in that dept never called. In a matter of hours as it is Sept 2 Labor Day in America, VERiZON will shut me off. Please get senior exec USA to call me & stop SHUT OFF - thank u jan
Customer Strategy & Innovation | CX | Digital | Design | Marketing
3 个月It’s impossible to drive a customer centric culture without the CEO’s buy in isn’t it Blake Morgan? But when they do it’s not only better for customers but more efficient for the business win + win. Looking forward to this episode.
Call Center and Operations Executive - CX Strategist - Continual Improvement - Innovative Servant Leader - Advisory Board Member
3 个月Any time a CEO is invested in the customer experience, it bodes well for the company. I look forward to the podcast.