During her session, “Raising the Bar On CX: How Verizon Rocked Its Scores,” during the Forrester’s Forum for Customer Experience Professionals East in New York City last week, Nancy B. Clark, Senior Vice President, Head Of Operational Excellence Organization, Verizon, told attendees that Customer Experience is at the core of Verizon’s culture, but company officials needed to deliver on that experience in an entirely new way.
“I’ve seen where our employees work hard to deliver on the Customer....