Jennifer Wrobel

The chances are that the customer experiences you deliver aren’t as good as you think they are. Overcoming this CX perception gap means putting yourself in your customers’ shoes, imagining the journey they want to take and eliminating any points of friction on the way. That can only be achieved by orchestrating all internal stakeholders – many of whom will have conflicting aspirations. This creates a platform for more than just great customer experiences – it optimizes your organization for change, opening up the possibility for continuous innovation. If that sounds good to you, then click here to explore the power of CX orchestration. #CX #CXOrchestration #OrangeBusiness

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Text Msgs Have an Open Rate of ~98% 45% of Text are read within 3 Min of Delivery 65% of People Prefer Text over Voice for Customer Care Cuts Straight thru All of the Communication Noise It is Ultra-Efficient Laws and Regulations Will Keep the Noise Out https://zurl.co/zJ4Y

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News4Jax shares about Comcast RISE, the small business grant coming to Jacksonville this year. Watch the interview to learn all about Comcast RISE and how it can elevate any small business! ⬇️ #LevelX #IWorkForComcast

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The CX work Brian Higgins and his team are leading is a crucial aspect of modern business growth: prioritizing customer experience. By leveraging AI to streamline processes and alleviate the cognitive burden on front-line teams, Verizon is not only enhancing its operations but also nurturing stronger customer relationships. When customers feel heard, understood, and valued, they are more likely to remain loyal and advocate for the brand, ultimately driving growth. Making meaningful connections underscores the importance of humanizing technology to deliver exceptional experiences in today's competitive landscape.

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2024 was a big year for the customer experience team at Verizon. We launched an entirely new CX organization, leveraged AI to build a whole new level of service and responsiveness - and that’s just the tip of the iceberg. I’m incredibly proud of what we’ve achieved for our customers, and we’re just ramping up. As we look ahead to 2025, there’s a lot to be excited about. While the list of opportunities is long, there are two specific AI innovations that my team and I are going to be especially focused on: 🚀Agentic AI takes the intertwining of artificial intelligence with human agents one step further by giving AI “agency” to help take on many of the tasks that serve the needs of our customers and our employees. For growth companies like Verizon, Agentic AI will create opportunities for greater yield and reduced friction - all with the goal of significantly improving our amazing employees’ capabilities and the experiences they deliver to our customers. 🪄Specialized Language Models (SLMs) are poised to disrupt various industries. Unlike Large Language Models (LLMs) trained on general text data, SLMs are fine-tuned on specific domains, offering enhanced accuracy and efficiency for domain-specific tasks, and they do it in a cost and energy efficient manner. From telecom and healthcare to finance and legal, SLMs will be streamlining processes and improving customer experiences across the board. Agentic AI and SLMs will unlock a new level of understanding, accuracy, efficiency and customer experience that will allow companies to not just keep pace with customer expectations, but up-level to a whole new standard. Consider it a VIP pass to a smoother, more intuitive experience, where every interaction feels tailored and every solution hits the mark. I believe these two new areas of combined tech and capability will accelerate and further elevate the way we think about how best to serve our customers. I’m curious to hear your customer experience predictions for 2025. Hit me with your ideas in the comments section. #VerizonCXO

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As I've touched on before, improving the customer and employee experience is top priority for Verizon. I recently had the opportunity to sit down with CX expert • Shep Hyken to talk more about how we’re working to do that every day, across products, teams and experiences that our customers are beginning to see and feel. To get a deeper dive into the specifics of our discussion, feel free to check out the article below.

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The math checks out ✅ ATT and Verizon customers can get tons of benefits and save on every plan when they switch to T-Mobile. Use our savings calculator to see how here 👉 T-Mobile.com/Switch​ ​ #TeamMagenta

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The math checks out ✅ ATT and Verizon customers can get tons of benefits and save on every plan when they switch to T-Mobile. Use our savings calculator to see how here 👉 T-Mobile.com/Switch​ ​ #TeamMagenta

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Good framework and examples from Scott via CMSWire VoC and AI: Revolutionizing Customer Insights #CX #custserv #AI - pfgregg.com https://buff.ly/3vW2711

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Great conversation with Forrester senior analyst Angelina Gennis on the CX Cast about Verizon's CX journey. Since launching our dedicated CX organization just under a year ago, we've made significant enhancements to the customer experience designed to set Verizon apart from the competition. Gen AI has helped us do a lot in a short period with new tools like our Personal Research Assistant, which helps make frontline interactions easier and more personalized. And as a result, we’re seeing happier employees, faster resolutions and improved customer satisfaction across the board. You can listen to the full conversation with Angelina below. #VerizonCXO

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Explore 2024 contact center trends: what’s working, what’s not, and how to leverage them to enhance your customer service strategy. #contactcenter #2024 #trends

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Choosing the right #contactcenter solution for your business can feel like an overwhelming decision. Flip through this short, comprehensive buyer's guide for helpful tips on what you should look for in a good #cloud-based #CCaaS solution. #XCaaS #UCaaS #CX

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The math checks out ✅ ATT and Verizon customers can get tons of benefits and save on every plan when they switch to T-Mobile. Use our savings calculator to see how here 👉 T-Mobile.com/Switch​ ​ #TeamMagenta

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The math checks out ✅ ATT and Verizon customers can get tons of benefits and save on every plan when they switch to T-Mobile. Use our savings calculator to see how here 👉 T-Mobile.com/Switch​ ​ #TeamMagenta

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The math checks out ✅ ATT and Verizon customers can get tons of benefits and save on every plan when they switch to T-Mobile. Use our savings calculator to see how here 👉 T-Mobile.com/Switch​ ​ #TeamMagenta

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