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Topic: Growth & Scale
Elevating the Experience for Employees and Customers at Verizon Consumer Group
November 2024
About the Episode
In this episode, Vivek Gurumurthy, CIO and SVP of Verizon Consumer Group, discusses the company's digital transformation journey. He shares insights on evolving customer expectations, the shift to a digital-centric business model, and the importance of personalized experiences. Highlights include Verizon's focus on leveraging AI and cloud technologies to enhance customer interactions and empower frontline employees. He also emphasizes the critical role of cultural change and employee reskilling in successfully implementing these technological advancements across the organization.
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We had to make this all seamless so that it can scale on demand. In order for us to do all of this, we had to make a complete transformation of our organization on multiple fronts, on technology architecture, on our ways of digital delivery, on our ways of working and engineering practices. And finally the culture of the team and knowledge and the skill sets. So it had to be a complete reinvention and transformation of the team to start catering to the new expectations of our customers."
--Vivek Gurumurthy, CIO and SVP of Verizon Consumer Group
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