Verizon customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out.
Brian Higgins, Chief Customer Experience Officer for Verizon Consumer, has spent more than two decades at the company, leading everything from network operations to product and marketing.
Today, he’s driving Verizon’s largest CX initiative to date, Project 624, a full-scale transformation across digital, retail, and support.
With 400+ new retail stores, a redesigned MyVerizon app, and AI-powered tools, the goal wasn’t to chase hype — it was to fix what had been broken for both employees and customers.
Instead of focusing on surface-level metrics, Higgins and his team dug into long-term friction points like churn, service pain, and employee roadblocks. They co-developed AI tools with frontline teams and used data to target the highest-impact journeys, starting with employee experience — not customer-facing features.
AI is applied with purpose, not everywhere. The result? Smarter tools, simplified support, and improved outcomes across the board.
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 stores
- Why they created a Customer Champion team to handle long-tail service issues
- How data, employee experience, and AI fuel continuous transformation
This episode is packed with takeaways for CX leaders navigating AI, change management, and organizational complexity. Brian’s approach is smart, grounded, and refreshingly tactical.
Tune in now and take notes. You’ll want to share this one with your team.
Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
For regular updates on customer experience, sign up for her weekly newsletter here.