Verizon has pledged to build an organization that focuses on creating quality customer and employee experiences, headed by the company’s first-ever Chief Customer Experience Officer.
Brian Higgins will seize that position and report to Verizon’s Consumer CEO Sowmyanarayan Sampath.
Meanwhile, former Walmart executive Dory Butler will serve as Senior Vice President of Customer Experience.
Verizon has revealed that its Customer Experience Organization will transform the way it serves customers and how its employees engage with them.
To do so, the prominent network provider has plans to invest in AI, personalization, and digital channels.
The overarching goal? To provide excellent experiences at "every touchpoint" of the consumer journey.
Sampath expressed his confidence in the value that the new organization will bring to its customers: "Everything starts with the customer, and we have a big opportunity to connect with them in a way we’ve never done before.
It begins and ends with the customer experience, which we are dedicated to improving, and the new Customer Experience organisation is laser focused on just that. I have no doubt our customers will see meaningful benefits as a result.
Higgins was previously Verizon’s Vice President of Device Marketing and Consumer Product, through which he spearheaded the company’s product and marketing divisions.
His responsibilities have increased throughout his time at Verizon, which include network implementation, product development, and long-term technology planning.