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CX Day 2017: Celebrating customer experience

Published: Oct 02, 2017
Author: By Tony Recine

Why celebrate CX Day?

We’re living in the age of the customer, and customer experience (CX) is at the heart of our business strategy. That’s why today, October 3, we’re celebrating CX Day.

This global event was created by the Customer Experience Professional Association (CXPA) to celebrate the CX professionals and companies that strive to deliver great experiences for their customers. CX Day is also intended to spread awareness about CX culture—pushing companies around the globe to do more, by embracing the importance of CX at every level of their business strategy.

CX Day is very important to us at Verizon, and this year we’re officially celebrating it for the second time. We’d like to say thank you to our customers—we’re honored to work with you, and we greatly value your business.

Verizon’s CX achievements

Today, as our entire organization recognizes CX Day, we have lots to celebrate. We achieved the highest score in the performance and reliability; cost of service; communications; sales representative and account executive; billing; and customer service study factors in the segment1. This is a great testament to our commitment to providing the best customer experience.

We recently surveyed our customers to get their opinions of our service. 95% felt positive about the level of support that we provide. According to one respondent, “We do a great deal of business with Verizon, and I know that if I have an issue or questions about a service that our account team will be responsive in providing solutions. Dealing with a large number of service providers globally Verizon has shown that it’s a top tier provider that continues to improve.”

We were also proud to see that customers felt positively about their working relationships with Verizon: “Our account team is really good to work with. It’s nice to have business partners and not just vendors.”

Striving to improve our CX culture

Over the last year, we’ve strived to take our CX practices to the next level. Only by truly engaging with our customers and walking in their shoes can we meet their constantly evolving needs and expectations.

We’ve been encouraging our leaders to look at the entire customer journey—from the moment each visitor lands on our website, to their experience with our products, all the way through to how we sell, how we speak with our customers and how we deliver these services. It’s important to us that our CX culture spans every department at Verizon.

One of our major goals right now is delivering products faster, and giving the customers a seat at the table from the initial design stages through to completion. We are working diligently to get their input at each stage of the product development journey. This is helping us to transform the look, feel and content of our enterprise digital experience.

We understand that it’s not enough to be good at CX—we need to be great. That’s why customer experience is at the heart of everything we do here at Verizon. Our focus is on empowering customers to thrive by delivering the connected world in three ways; simply, securely and reliably.

Once again, we’d like to thank each and every one of you for your support.

Happy CX Day!

1 Verizon received the highest numerical score among five Large Enterprise providers in the J.D. Power 2016-2017 US Business Wireline Satisfaction Studies. The 2017 study is based on 3,102 total responses, measuring customer perceptions of their current wireline provider, surveyed April-June 2017. Your experiences may vary. Visit jdpower.com