Crafting Tomorrow: Verizon’s Path to True Customer-Centricity

Client

Verizon
Mar 2024 - Present

Contribution

Experience Architecture
Service Design
UX Strategy Consulting
Management & Operations Consulting

Background

From its iconic 'Can you hear me now?' era to its status as 'America's most reliable network,' Verizon has continually evolved to stay ahead of the curve. In 2024, the company embarked on a bold rebranding journey, unveiling a fresh mission: 'We power and empower how people live, work, and play.' This rebrand signals Verizon's commitment to shaping the future and enhancing every aspect of modern life.

Problem

Verizon’s legacy was hindered by an outdated, overly complex structure and a lack of clear strategic vision. While a new mission statement was a step forward, the real challenge was transforming the organization to be genuinely customer-centric—streamlining operations, breaking down silos, and embedding the customer at the core of every decision.

Solution

Verizon established the Customer Activities team to pioneer innovative approaches to customer engagement, empathy, and action. Through experience architecture, service design practices, and a new product operating model, we led the charge in redefining the company’s strategic vision—one that truly places the customer at the forefront of everything we do, shaping a more customer-focused future.

Stay tuned while we're building the future