Verizon's Project 624 is all about better customer experience

Go big or go home. That’s the strategy Verizon appears to be taking with the overhaul of its customer service strategy. How big? Big enough for Verizon Consumer CEO Sowmyanarayn Sampath to provide his email address for customers to contact him directly if their experience falls short in any way. The new initiative, which Sampath teased on social media back on April 24, is packed with several key components: dedicated experts assigned to tackle customers’ most complex issues, 24/7 live support with expanded call hours, hundreds more retail stores and, of course, cutting-edge AI with a big emphasis on Google’s expertise. AI already features heavily in Verizon’s customer experience organization. Sampath said he receives a report every morning about the prior day’s customer sentiment, a gauge of the overall vibe they’re getting based on customer interactions. The report is generated using AI to review every single call that comes through the customer service centers.