Verizon has announced a groundbreaking customer experience transformation, setting a new industry standard with its AI-powered innovations. This initiative is part of Verizon's multi-year strategy to enhance customer care, digital services, and retail experiences, all supported by America's largest, fastest, and most reliable 5G network. Hans Vestberg, Verizon Chairman and CEO, emphasized the company's focus on combining people and technology to simplify and enrich the customer experience, thereby fostering loyalty and long-term shareholder value.
Key features of this transformation include personalized customer service with dedicated experts for complex issues, enabled by Google Cloud's AI and Gemini models. Verizon introduces a Customer Champion role to ensure issues are fully resolved, offering updates through the My Verizon app, text messages, or callbacks. Additionally, Verizon is the first to offer 24/7 live support via agents and chat, catering to diverse customer schedules.
The new My Verizon app, equipped with cutting-edge AI, aims to maximize customer efficiency and value. It includes an AI-powered Verizon Assistant and Savings Boost, providing users with greater transparency and control over their services. Verizon also boasts the largest retail postpaid fleet in the industry, with 93% of the U.S. population within 30 minutes of a store, ensuring convenient access to in-person support.
To celebrate these enhancements, Verizon is offering 35,000 free prizes through its Verizon Access rewards platform, including concert tickets and merchandise from top brands. This customer-first approach, built on the foundation of Verizon's superior 5G network, underscores the company's commitment to innovation, flexibility, and service on the customers' terms. For more information, visit verizon.com/wegotyou.
