In a world where buyers seek not just speed or strength but connection, Verizon has made one of its most daring decisions to date. Their recent customer experience (CX) revamp, driven by AI yet grounded in human understanding, is more than just a technological enhancement. It serves as a guide for any company aiming to remain important highly individualized, expectation-driven environment.
Whether you’re in B2B, retail, finance, or tech, this isn’t just Verizon’s story. It’s yours too.
The Era of “Just One Call”: Redefining Resolution with Empathy + AI
One of the standout promises Verizon made? That customers should only need to call once — and the company takes it from there. Through their newly launched Customer Champions and 24/7 live chat support, Verizon ensures continuity, transparency, and proactive follow-ups — whether by app, call, or text.
What this teaches businesses:
Stop overcomplicating service. A streamlined, emotionally intelligent resolution process builds trust faster than any promotion ever could. Let tech handle the friction, so humans can deliver the care.
Humanized AI Is the Standard Now — Not a Bonus
Brian Higgins, Verizon’s Chief Customer Experience Officer, made it clear: AI is not about replacing people — it’s about making them better. Their new app uses AI to immediately profile the user and surface relevant insights for support staff, shaving precious minutes off service times.
What you should be doing:
Shift your thinking. AI is not just about automation — it’s about augmentation. Teach your teams to work alongside AI, rather than fear it. This shift in viewpoint can boost productivity, reduce turnover and offer your customers the consistent service they seek.
Personalization Is Not Optional Anymore
Verizon’s AI doesn’t just react — it predicts. From customizable plans (like myPlan and myHome) to a proactive AI assistant that anticipates needs, the goal is simple: make customers feel seen and understood.
What questions should you consider:
Are you aware of what your customer desires before they express it? If not, you’re already behind. Start building predictive models based on user behavior, and design your experience to adapt in real time.
Physical Retail Still Matters — But with a Purpose
Verizon added nearly 400 stores across the U.S. in just two years, ensuring that 93% of the population is within 30 minutes of a store. But these aren’t just sales points — they’re relationship hubs.
Lesson here:
In a time of digital-centric approaches, don’t overlook your physical presence. Rather, convert it into a purposeful, value-oriented environment that attracts customers to participate.
Build the Ecosystem, Not Just the Product
With partners like Google Cloud, NVIDIA, Meta, and Vultr, Verizon is no longer just a service provider, it’s an AI powerhouse. Their initiative, Verizon AI Connect, gives enterprises the infrastructure to build and deploy AI at scale.
Business takeaway:
Collaborations speed up change. You’re not required to develop everything by yourself. Establish the appropriate collaborations, integrate the best resources and offer your clients a more enhanced environment.
Small Businesses? Big Opportunities with Smart AI
Verizon’s Business Assistant for small companies automates common inquiries with generative AI and escalates to human reps only when needed. It’s fast, learnable, and incredibly cost-effective.
A reminder for smaller players:
You can play in the AI space without massive budgets. Start with tools that solve simple problems — then scale from there. Efficiency and delight aren’t just for the big players anymore.
And Now, It’s Your Turn
This transformation isn’t exclusive to telecom. It’s a masterclass in anticipating customer behavior, removing friction, and replacing reactive service with proactive connection.
The question isn’t if your business needs a similar shift — it’s when.
And if you’re serious about taking your customer experience from basic to bold, then join us this August for a full-day event that brings the brightest CX leaders together:
👉 CustomerX Malaysia – August 2025:
Discover the strength of customer journeys that prioritize humans and are enhanced by technology.
Real stories, strategies and connections.
Too many businesses still think “customer experience” means good manners and a survey email.
What Verizon understands and what you must too is that experience is now your most valuable product.
Make it fast, real and human.
Or your customers will find someone else who will.
Sources:
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