Verizon, America’s Most Reliable 5G Network, Launches Industry-Leading, AI Powered Customer Experience Innovations
Verizon (NYSE:VZ) has announced a major customer experience transformation initiative powered by artificial intelligence. The company is implementing significant changes across its customer care, digital services, and retail operations, leveraging Google Cloud's AI and Gemini models to provide more personalized support.
Key innovations include a dedicated expert system for complex issues, 24/7 live support, an AI-powered My Verizon app with Savings Boost feature, and expanded retail presence with 400 new stores added over the past two years, reaching 93% of the population within 30 minutes. The company is also launching a summer promotion with 35,000 free prizes through Verizon Access.
This transformation builds on Verizon's existing offerings, including myPlan, myHome, and their three-year price lock guarantee, aiming to enhance customer loyalty and drive long-term shareholder value.
Verizon (NYSE:VZ) ha annunciato una grande iniziativa di trasformazione dell'esperienza cliente basata sull'intelligenza artificiale. L'azienda sta implementando cambiamenti significativi nei suoi servizi di assistenza clienti, nelle offerte digitali e nelle operazioni retail, sfruttando l'IA di Google Cloud e i modelli Gemini per offrire un supporto più personalizzato.
Le innovazioni principali includono un sistema esperto dedicato per questioni complesse, un supporto live 24/7, un'app My Verizon potenziata dall'IA con la funzione Savings Boost e un'espansione della presenza retail con 400 nuovi negozi aperti negli ultimi due anni, raggiungendo il 93% della popolazione entro 30 minuti. L'azienda sta inoltre lanciando una promozione estiva con 35.000 premi gratuiti tramite Verizon Access.
Questa trasformazione si basa sulle offerte esistenti di Verizon, tra cui myPlan, myHome e la garanzia di blocco prezzi per tre anni, con l'obiettivo di aumentare la fedeltà dei clienti e generare valore a lungo termine per gli azionisti.
Verizon (NYSE:VZ) ha anunciado una importante iniciativa de transformación de la experiencia del cliente impulsada por inteligencia artificial. La compañía está implementando cambios significativos en su atención al cliente, servicios digitales y operaciones minoristas, aprovechando la IA de Google Cloud y los modelos Gemini para ofrecer un soporte más personalizado.
Las innovaciones clave incluyen un sistema experto dedicado para problemas complejos, soporte en vivo 24/7, una aplicación My Verizon potenciada por IA con la función Savings Boost y una expansión de la presencia minorista con 400 nuevas tiendas añadidas en los últimos dos años, alcanzando al 93% de la población en 30 minutos. La empresa también está lanzando una promoción de verano con 35,000 premios gratis a través de Verizon Access.
Esta transformación se basa en las ofertas existentes de Verizon, incluyendo myPlan, myHome y su garantía de bloqueo de precios por tres años, con el objetivo de mejorar la lealtad del cliente y generar valor a largo plazo para los accionistas.
Verizon (NYSE:VZ)는 인공지능을 기반으로 한 대규모 고객 경험 혁신 이니셔티브를 발표했습니다. 회사는 고객 서비스, 디지털 서비스, 소매 운영 전반에 걸쳐 중대한 변화를 도입하며, Google Cloud의 AI 및 Gemini 모델을 활용해 보다 개인화된 지원을 제공합니다.
주요 혁신 사항으로는 복잡한 문제를 위한 전담 전문가 시스템, 24시간 연중무휴 라이브 지원, AI 기반의 My Verizon 앱 내 Savings Boost 기능, 그리고 지난 2년간 400개의 신규 매장을 추가하여 인구의 93%가 30분 이내에 접근할 수 있게 된 소매망 확장이 포함됩니다. 또한 Verizon Access를 통해 35,000개의 무료 경품이 제공되는 여름 프로모션도 시작합니다.
이번 혁신은 myPlan, myHome, 3년 가격 고정 보장 등 Verizon의 기존 서비스 위에 구축되어 고객 충성도를 높이고 장기적인 주주 가치를 창출하는 것을 목표로 합니다.
Verizon (NYSE:VZ) a annoncé une importante initiative de transformation de l'expérience client propulsée par l'intelligence artificielle. L'entreprise met en œuvre des changements majeurs dans son service client, ses services numériques et ses opérations en magasin, en s'appuyant sur l'IA de Google Cloud et les modèles Gemini pour offrir un support plus personnalisé.
Les innovations clés comprennent un système expert dédié aux problèmes complexes, un support en direct 24h/24 et 7j/7, une application My Verizon alimentée par l'IA avec la fonction Savings Boost, ainsi qu'une présence en magasin étendue avec 400 nouveaux magasins ouverts ces deux dernières années, atteignant 93 % de la population en 30 minutes. L'entreprise lance également une promotion estivale avec 35 000 prix gratuits via Verizon Access.
Cette transformation s'appuie sur les offres existantes de Verizon, notamment myPlan, myHome et leur garantie de blocage des prix sur trois ans, visant à renforcer la fidélité des clients et à générer une valeur à long terme pour les actionnaires.
Verizon (NYSE:VZ) hat eine umfassende Initiative zur Transformation des Kundenerlebnisses angekündigt, die von künstlicher Intelligenz angetrieben wird. Das Unternehmen führt bedeutende Veränderungen im Kundenservice, bei digitalen Diensten und im Einzelhandel durch und nutzt dabei Google Clouds KI und Gemini-Modelle, um eine personalisiertere Unterstützung zu bieten.
Zu den wichtigsten Innovationen gehören ein spezielles Expertensystem für komplexe Probleme, 24/7 Live-Support, eine KI-gestützte My Verizon App mit der Savings Boost-Funktion sowie eine erweiterte Einzelhandelspräsenz mit 400 neuen Filialen, die in den letzten zwei Jahren hinzugekommen sind und 93 % der Bevölkerung innerhalb von 30 Minuten erreichen. Zudem startet das Unternehmen eine Sommeraktion mit 35.000 kostenlosen Preisen über Verizon Access.
Diese Transformation baut auf den bestehenden Angeboten von Verizon auf, darunter myPlan, myHome und die dreijährige Preisgarantie, mit dem Ziel, die Kundentreue zu stärken und langfristigen Wert für die Aktionäre zu schaffen.
- Integration of advanced AI technology through Google Cloud partnership for enhanced customer service
- Expansion of retail presence with 400 new stores, reaching 93% of population within 30 minutes
- Introduction of 24/7 live customer support with dedicated experts
- Launch of new AI-powered My Verizon app with enhanced features
- Strong financial position with $134.8B revenue in 2024
- Significant investment required for technological and retail expansion may impact short-term costs
- Complex AI implementation could face initial adoption challenges
Leads Most Significant Transformation Across Stores, Support and Digital Services with AI powering more personalized experiences
NEW YORK, June 24, 2025 (GLOBE NEWSWIRE) -- Verizon today announced its most significant customer experience transformation, designed to empower customers with easier, more personalized support. This evolution, a key component of Verizon's multi-year consumer strategy, introduces immediate and ongoing enhancements across customer care, digital services, and retail, leading the industry across every service dimension, built on America’s largest, fastest and most reliable 5G network at home and on the go.
"Today marks another significant step in our ongoing consumer business transformation journey that began two years ago,” said Hans Vestberg, Verizon Chairman and CEO. “We are setting a new standard for customer innovation by focusing on both people and technology, using the most advanced AI to make the customer experience simpler, faster, and more rewarding. We have created unprecedented value in mobile and home connectivity, and we are now redefining what our customers can expect from us, helping build loyalty, improve retention and drive long-term shareholder value."
“Our customers rely on us for the fastest and most reliable 5G at home and on the go, and for choice and predictability with myHome, myPlan and the Verizon Best Value Guarantee,” said Sowmyanarayan Sampath, Verizon Consumer CEO. “We’ve set these standards in what our customers have come to expect from us and today, we're raising the bar for how we support them because we know they rely on us to power how they live, work and play, everyday."
This transformation represents Verizon's commitment to earning and maintaining customer trust and loyalty. Key components of Verizon's customer-first approach include:
- First and only personalized customer service: The only carrier who provides a dedicated expert for complex issues, leveraging Google Cloud’s AI, including Google’s Gemini models. A new Customer Champion will ensure full resolution and keep the customer updated however they choose - via the My Verizon app, text messages or call backs. The goal: customers only need to call once, and we take it from there.
- New 24/7 live support: Verizon is first to expand customer support call hours with live agents and introduce new 24/7 live chat support, catering to diverse customer schedules and preferences.
- New, most technologically advanced app with cutting-edge AI. The new My Verizon app is the only telecom app designed to help customers maximize efficiency and value, complete with a new cutting-edge AI-powered Verizon Assistant and Savings Boost. The new, personalized experience provides greater transparency and control, giving consumers the ability to easily become a customer, manage upgrades, add new lines, ask billing questions, take advantage of savings and more.
- The most stores for your community. Verizon now has the largest retail postpaid fleet in the industry and added close to 400 stores in the U.S. over the last two years. With
93% of the population now within 30 minutes of a Verizon store, Verizon is ensuring customers have ongoing, convenient access to in-person support.
To kick off a summer of savings and rewards for its customers, Verizon is dropping 35,000 free prizes via Verizon Access, Verizon’s rewards platform available to all mobility and mobile broadband customers. Starting today, customers can score free tickets to some of the hottest concerts and events everyone is talking about like Beyonce, Katy Perry and Lady Gaga; plus premium giveaways, gift cards and merchandise from brands like Amazon, Disney and Starz. And, stop by any Verizon location across the country for more freebies available in store through June 30.
Verizon’s customer transformation is built on the foundation of America’s fastest and most reliable 5G network at home and on the go. Customers enjoy choice and exclusive savings with myPlan and myHome, and have peace of mind on all in-market plans with a three-year price lock guarantee. Today, Verizon once again pushes the industry forward with major enhancements across stores, support and digital services designed with flexibility, transparency and service on the customers’ terms.
Learn more here: verizon.com/wegotyou.
Verizon Communications Inc. (NYSE, Nasdaq: VZ) powers and empowers how its millions of customers live, work and play, delivering on their demand for mobility, reliable network connectivity and security. Headquartered in New York City, serving countries worldwide and nearly all of the Fortune 500, Verizon generated revenues of
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Media contact:
Marnie Baddock
marnie.baddock@verizon.com
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