BASKING RIDGE, NJ, and LA JOLLA, CA — Verizon Wireless CIO Ajay Waghray told an audience of IT professionals today that information technology and business intelligence are playing a significant role in the customer experience of his company’s more than 92 million customers.
“By linking Business Intelligence tightly with our operations, we’re able to see consistent, actionable insights at all touch points that provide us with a 360-degree view of the customer. These analytics allow us to provide a unified and consistent experience for customers, whether they visit our stores, click on our website or call into our call centers,” said Waghray, who was scheduled to give the keynote address at the Computerworld Business Intelligence & Analytics Perspectives Conference opening today in La Jolla, Calif.
As part of the company’s efforts to enhance the customer experience, Verizon Wireless has IT processes in place to capture front-line feedback from customers at all touch points and turn that feedback into real, business-impacting changes.
Waghray said IT plays a critical role in a company’s success when it is aligned with business’ overarching goals. “At Verizon Wireless, we believe that if it doesn’t improve the customer experience, then it’s not worth doing.”
Waghray has been a leader of the Verizon Wireless Information Technology organization since the company was founded in 2000. He is currently responsible for Verizon Wireless’ IT strategy, systems portfolio development and operation of all supporting infrastructure.
For more information about Verizon Wireless, visit www.verizonwireless.com.
About Verizon WirelessVerizon Wireless operates the nation’s most reliable and largest wireless voice and 3G data network, serving more than 92 million customers. Headquartered in Basking Ridge, N.J., with 79,000 employees nationwide, Verizon Wireless is a joint venture of Verizon Communications (NYSE, NASDAQ: VZ) and Vodafone (LSE, NASDAQ: VOD). For more information, visit www.verizonwireless.com. To preview and request broadcast-quality video footage and high-resolution stills of Verizon Wireless operations, log on to the Verizon Wireless Multimedia Library at www.verizonwireless.com/multimedia.