Brand analysis
Verizon offers a masterclass in Customer Effort consistency. Its Overall Effort Score has dropped by 1 point but there has been very little variation across this score or any of the four CEI pillars for the past 12 months.
One area to watch, however, is ‘Speed of Resolving Problems’ which did dip by 2 points wave on wave. This is the most common area for US Telcos to score lowest in and represents a huge opportunity for any brand who can become known for delivering against it.
Brian Higgins, Verizon chief customer experience officer, says that great customer experience is all down to being personalized – and Verizon uses GenAI to offer that. In an interview with Retail Customer Experience, Higgins says this tool “has helped reduce customer transaction time. What used to take roughly 20-25 clicks by employees now takes one to five clicks”.
