{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"Verizon\u2019s CXO on Rebuilding Customer Experience With an Employee-First Strategy","description":"Verizon\u2019s customer experience transformation started with a clear priority: listen to employees, study the data, and rebuild from the inside out. On this episode of The Modern Customer Podcast, I\u2019m joined by Brian Higgins, Chief Customer Experience Officer for Verizon Consumer. With more than two decades at Verizon, Brian has led everything from network operations to product and marketing. Today he\u2019s leading Project 624, the company\u2019s largest customer experience transformation yet. In this episode, we cover: \u2714\ufe0f Why Verizon focused AI on employee pain points first \u2714\ufe0f How they analyzed the root causes of churn and sales drop-off \u2714\ufe0f The strategy behind opening 400+ new retail stores \u2714\ufe0f Why they created a Customer Champion team to resolve long-tail service issues \u2714\ufe0f How data, EX, and AI fuel continuous CX transformation This episode is packed with takeaways for CX leaders navigating AI, change management, and complexity at scale. Brian\u2019s approach is smart, grounded, and refreshingly tactical. \ud83c\udfa7 Tune in now and share it with your team!   Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today\u2019s Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here.  ","author_name":"The Modern Customer Podcast","author_url":"https:\/\/www.blakemichellemorgan.com\/the-modern-customer-podcast\/","html":"