We caught up with Verizon Consumer Group’s Executive Director of Sales Experience John Walker to discuss the telco’s transformation of its customer journey… ommunication technology companies exist in highly competitive and increasingly disruptive waters. With the technological landscape constantly shifting, and customer expectation following suit, the journey a company offers both its clients and its staff, has to be smart and agile across all channels of engagement and Verizon is always working to stay ahead of the curve on that front. The largest wireless provider in the US, Verizon is a telecommunications giant with its 4G LTE network covering approximately 98% of the States. The company has transformed its customer journey, while boosting revenue in the process, in an omni-channel offering that has reshaped its sales strategy. Verizon Consumer Group’s Executive Director of Sales Experience across those channels is John Walker and it’s his job to examine the shopping path and the process of shopping in a bid to provide a greater experience for both the customer and the sales team. “We’re moving on,” Walker explains, “from having a channel-focused distribution strategy to
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