© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

Customer intimacy & customized user experience

Sanjeev Jain

CIO (EMEA) - Verizon

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

Industry Trend

>50%Of consumers scrap a planned purchase transaction as a result of bad

service

American Express Card Services,

December 2017

2

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

–Maya Angelou

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

Voyager 1 Space Probes

had 69.63 kilobytes of

memory each.

5

Data is Exploding – Mobility is not a “luxury” anymore

1977

Smartphones with 256 Gb

have about 3.84M times the

memory of Voyager 1.

2018

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 6

Rules are Being Broken

Shop Videos/Watch

Movie Rentals Books/Read

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

Customer Interaction Evolution

7

Need for human

assistance

Digitization of product &

process

IVR ChatVirtual

AssistantAvatarDesktop Mobile

2010 2017

180M Calls

100M Digital Sessions

15% Digital Transactions

2014

155M Calls

500M Digital Sessions

30% Digital transactions

110M Calls

1.9B Digital Sessions

65% Digital Transactions

2018+

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

Industry Trend

89%Of companies compete on basis of customer experience

up from 36% in 2010

Forbes, July 2018

8

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

Customer Needs

On

Demand

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

Customer Needs

EaseOn

Demand

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

Customer Needs

ValueEaseOn

Demand

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

Mess

with time

Customer Needs

ValueEaseOn

Demand

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

Keep

it simple

Mess

with time

Customer Needs

ValueEaseOn

Demand

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

Break

the rules

Keep

it simple

Mess

with time

Customer Needs

ValueEaseOn

Demand

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 15

Mess

with time

On

Demand

• Eliminate white time

• Reduce waiting

• Value customer time

• Do it yourself

• Eliminate friction

• 24x7

Back up service Callback

TrackCheckout

Troubleshoot

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 16

Customers want

real-time information

in their own

language

personalized to

them.

Customer

Defined

Groups

Service Management Dashboard

Location by

Customer Critical

Business Processes

Customer

Selected

PODs

Alarms,

Tickets,

& Events

On demand = Relevant

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 17

Keep

it simple

Ease

• Minimalistic

• One way of doing things

• Native and intuitive

• Skip It

• Fun and engaging

Single pricingWireless

charging

Flexible interfaces

Biometric

Omni channel

App based services

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 18

One Way – Omni Process

Explores promo and

initiates buy

Drops off to attend to

something at work

Logs in to mobile

and continues

Chats with agent/bot

and checkout

ORDER

SUCCESSFUL!

9

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.19

Break

the rules

Value

• Quantum Leap

• Technology shift

• Humanized engagement

• Reactive to predictive

• Unconventional

3D printing Drone based

logistics

Video resumesSoftware defined

network

Self managed

technology

Voice assistant

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 20

United Airlines

leverages the API

integration to offer

door-to-door experience

Provides API platform

to enable self-service

partner integration

Allow seamless

interaction to increase

partner capability &

flexibility.

Source: Howstuffworks.com

Look for opportunities beyond your boundaries = Value

“Uber for Business”

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 21

Verizon moved from

manual dedicated

interfaces to

• Self-serve

• Real-time

• Standards driven

API-first experiences

Personalization means giving your customers control = Value

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

Data has a better idea?

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 25

Finding the people you need

15 M IT job candidates.

Source: Gartner Symposiom, Barcelona,

Creating Digital Value at Scale, Hung LeHong,

Tina Nunno, Peter Sondergaard, Nov 2017

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 26

Finding the people you need

1.5 B job

candidates.Source: Gartner Symposiom, Barcelona,

Creating Digital Value at Scale, Hung LeHong,

Tina Nunno, Peter Sondergaard, Nov 2017

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 27

Finding the people you need

8.8 M experienced

IT job candidates. Source: Gartner Symposiom, Barcelona,

Creating Digital Value at Scale, Hung LeHong,

Tina Nunno, Peter Sondergaard, Nov 2017

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 28

Finding the people you need

Source: Gartner Symposiom, Barcelona,

Creating Digital Value at Scale, Hung LeHong,

Tina Nunno, Peter Sondergaard, Nov 2017

1,275 experienced AI

job candidates

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 29

Finding the people you need

32 AI professionals

in NY. Source: Gartner Symposiom, Barcelona,

Creating Digital Value at Scale, Hung LeHong,

Tina Nunno, Peter Sondergaard, Nov 2017

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 30

Finding the people you need

16 potential AI

candidates in NY. Source: Gartner Symposiom, Barcelona,

Creating Digital Value at Scale, Hung LeHong,

Tina Nunno, Peter Sondergaard, Nov 2017

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 31

Finding the people you need

8 AI candidates

actively looking in NY. Source: Gartner Symposiom, Barcelona,

Creating Digital Value at Scale, Hung LeHong,

Tina Nunno, Peter Sondergaard, Nov 2017

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners. 32

Customer Experience

Artificial Intelligence

Data

Digital Workforce

Business Knowledge

Imperfections

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

Current Workforce

© Verizon 2018, All Rights Reserved. Information contained herein is provided AS IS and subject

to change without notice. All trademarks used herein are property of their respective owners.

Thank you.

@sanjeev_jain01

https://www.linkedin.com/in/sanjeev-jain

34