July 04, 2025
Verizon Assigns Dedicated Experts Until Problems Are Fixed
Verizon has rolled out what it’s calling its most significant customer experience (CX) transformation to date, introducing AI-powered support, 24/7 live assistance, and a revamped app, all aimed at making service faster, simpler, and more personal for millions of customers across the U.S.
As part of the initiative, Verizon assigns each customer a dedicated “Customer Champion” to help with complex issues. This personal expert will stay on the case until resolution, using AI models, including Google’s Gemini, to keep customers updated via the My Verizon app, texts, or callbacks. Verizon says the goal is that customers only need to call once.
In another first for the U.S. wireless industry, Verizon is expanding live customer support hours and adding round-the-clock live chat, giving customers more flexibility in when and how they reach out.
The My Verizon app is now featuring an AI-powered assistant and a “Savings Boost” tool to help customers find better deals and manage their accounts more efficiently. Verizon claims it’s the most advanced telecom app in the market, designed to make it easier than ever to join, upgrade, add lines, or resolve billing questions.
When it comes to retail support, Verizon has added nearly 400 stores nationwide in the past two years, creating the largest retail postpaid network among U.S. carriers.
This CX revamp builds on Verizon’s nationwide 5G network, which the company touts as the largest, fastest, and most reliable. Verizon says these investments are about giving customers more control, clearer pricing with three-year price locks, and easier ways to interact on their terms, online, on the phone, or in-store.