2017 Winner Profile


Project Description:
Verizon developed the My Verizon and My Fios apps as central elements of its digital-first customer experience for wireless and wireline customers, respectively. The My Verizon app enables customers to buy, save and adjust their data, upgrade devices and manage their accounts. In 2016, the My Fios app was re-launched to enable customers to learn about and purchase Fios Internet data, TV and phone services, manage their accounts and troubleshoot performance issues. The features of the apps are transforming how customers interact with Verizon for products and services. With a few clicks, millions of smartphone and tablet users can control how they use data, manage account settings, pay bills and buy products and services. Innovations, such as the Wi-Fi Analyzer in My Fios and the remote store check in and self-diagnostics in My Verizon, help customers optimize their digital experiences. Customer digital engagement has increased significantly since the new My Verizon app was launched in July 2016. The My Fios app has supported digital engagement and digital sales gains, increases in self-service transactions and reductions in calls.
Business Functions:
Customer Service or Support, IT, Sales
Business Goal:
Customer Experience
Shankar Arumugavelu, SVP and CIO
Basking Ridge, NJ
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