Verizon’s CXO on Rebuilding Customer Experience With an Employee-First Strategy

Verizon’s customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out.

On this episode of The Modern Customer Podcast, I’m joined by Brian Higgins, Chief Customer Experience Officer for Verizon Consumer.

With more than two decades at Verizon, Brian has led everything from network operations to product and marketing. Today he’s leading Project 624, the company’s largest customer experience transformation yet.

In this episode, we cover:
✔️ Why Verizon focused AI on employee pain points first
✔️ How they analyzed the root causes of churn and sales drop-off
✔️ The strategy behind opening 400+ new retail stores
✔️ Why they created a Customer Champion team to resolve long-tail service issues
✔️ How data, EX, and AI fuel continuous CX transformation

This episode is packed with takeaways for CX leaders navigating AI, change management, and complexity at scale.

Brian’s approach is smart, grounded, and refreshingly tactical.

🎧 Tune in now and share it with your team!

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

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