Tag: verizon

The AI Backlash Starts, as ChatGPT Rolls Back on Scrapping Previous Model

The endless flood of promises promoting AI as a tool to solve all your business problems continue across technology news sites and vendor marketing material. But, in the rapidly-fading afterglow of ChatGPT 5’s launch, the wheels seem be coming off...

AI Can Answer Faster. But Can It Care?

Artificial intelligence is making customer service faster, cheaper, and more efficient, at least from the company’s perspective. However, according to Verizon’s latest CX Annual Insights report, speed isn’t the same as satisfaction. The study reveals a clear gap between the...

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...

Verizon Project 624: The perils of cryptic marketing and CX

Verizon is generally on a hiding to nothing when it comes to customer experience. The US telco brand’s 143+ million customers typically only get in touch when they have a complaint. And, no matter how well Verizon deals with it,...

From telecom churn to test reform: personalisation, policy shifts, and precision in modern business 

Personalisation powers Verizon’s growth despite churn Verizon is leveraging personalisation and loyalty to fuel its growth, even as it faces short-term customer churn. CEO Hans Vestberg credits AI-driven tools like MyPlan and the Verizon Access loyalty program with creating more seamless...

Verizon introduces genAI-powered tools to simplify holiday shopping

Verizon has released new technology and services designed to save time and enhance convenience during this holiday shopping season. By integrating GenAI-powered tools and streamlining customer support, the company aims to make shopping simpler and more efficient. The updated myVerizon app...