Verizon is trying to improve every place possible but how about customer experience ?
That team is really bad and they do not want feedback from anyone. They think they really know it all. There are so many of them
As an employee, I can’t even navigate cleanly and find anything I am looking for. Trying searching for simple things on web or app.. totally irrelevant search results..
it is generating negative NPS when people can’t complete simple task online in this day and era..
@f2 ffs stop blaming everything on India
Digital experience leadership team has extremely bad track record of delivering any value.
I worked with them on couple of projects.. They keep on pausing and keep finding faults/ excuses to stop working.
You can’t even fix a basic issue without having them say 10 things. Mindset is really bad.. it’s an open secret in the consumer group.
Hopefully they all get booted. They are a complete failure. The only ones they are delighting are themselves.
The customer or a good experience were never on the CX team's minds. Their day will come.
The CX team is to busy running errands to care. A good gig if you can get it.
I was part of the CX team. I fought for better app and website navigation, usability, etc. I was working on a large project to improve all of that. Once Dan came in I was told to "pause" til 2026, then I was part of the RIF. So I cared, I was working to improve things, but it ultimately didn't matter.
Google will be taking over csat and digital reporting when most flows are converted to AI.
@OP this is a product of outsourcing (VZ India) and overuse of bad very large vendors.
Publicis, Insights Global, Accenture, Cognizant, InfoSys, HCL, … [ Input oversized, overpriced, global firm here]
Could CX teams improve… yes. Is GTS mostly horrible at their jobs… yes. But blame sourcing first and foremost.
We have some smaller stateside firms that sometimes get work after these bigger firms fail / waist budget and time. We bring them in as a last resort to save the day. Sourcing won’t even let them bid contracts typically. They come in on a fraction of the budget and deliver the best digital experiences we have. They will get to stick around on whatever that experience is to support for a year or two post delivery, that experience will perform great and our numbers will rise. Sourcing and finance will apply pressure to phase them out for contractors / India / other big firms. Our numbers go down.
It’s a vicious cycle and proves if you just hire the right professionals and pay them fair. Keep them on to maintain and improve experiences. We could have customers buying things online like it’s 2026. Instead, we will just have to keep dealing with bad vendors because sourcing / finance / leadership will make us. I don’t see this getting better unfortunately.
I am with you. The user experience is terrible. The website is far too complicated to navigate
@OP this will change with frontier consolidation.