Tech Transforming the Customer Experience in a Post-COVID World

Krista Bourne

SVP & President, Consumer Sales and Operations at Verizon Wireless

Learning Objectives

Please join the SVP & President, Consumer Sales and Operations for Verizon Wireless as she discusses tech transformation.

Key Takeaways:

  • How has COVID changed the retail landscape and in turn, Verizon’s approach?

  • Aside from the safety precautions, how has Verizon improved customer service in the past year?

  • Give us an overview on how Verizon decided on implementing new processes like touchless retail at their stores & how it works?

  • What are some of the challenges associated with touchless retail -- including staffing and educating customers on the process?

  • Will Verizon keep some of these practices in place as Covid restrictions continue to lift?