Delivering Next-Gen Customer Experience: Leveraging Technology For A New World Order

Zinnov Podcast - Business Resilience series

In our newest episode of the Business Resilience series, Pari Natarajan, CEO, Zinnov speaks with Shankar Arumugavelu, SVP & Chief Digital & Information Officer, Verizon Communications Inc., to unravel the strategies, technologies, and innovations that the Telecom giant is using to cater to the modern consumer. With Gen Z characteristic traits such as voracious appetite for seamless connectivity, personalized experiences, and instant gratification pushing today’s businesses to new heights, it is also prompting never-before-seen experiences, and a round-the-clock customer service experience.

From 5G’s transformative potential to the integration of AI and IOT, the conversation explores the dynamic landscape where the Telecom industry is not just keeping up with the changes, but actively reshaping the future. This engaging discussion with an industry pioneer dissects the pivotal role of customer-centricity in driving this evolution. The two leaders discuss how Telecom companies are reimagining their service offerings, deploying chatbots and virtual assistants to enhance customer support, and leveraging Data Analytics to tailor solutions that predict and meet individual needs.

The episode also touches upon AI and ethics – how data can be relooked at with a more inclusive, and socially aware lens, and why it should be a key area of focus, when tailoring to customer expectations. Using anecdotes and active use cases, Shankar shares how the Telecom sector is ingeniously navigating uncharted waters. He also touches upon Verizon’s current solutions that leverage digital touchpoints, embrace and foster innovation to exceed customer expectations. Whether you’re a tech aficionado, a business leader, or simply intrigued by the evolution of customer service, this episode promises a front-row seat to witness the Telecom industry’s incredible journey toward satisfying the demands of the new-age customer.

1:12 - How are technology trends shaping customer experience for Gen Z consumers?
7:05 - How is Verizon implementing Gen AI?
10:31 - How does automation play a part in customer service?
12:27 - Automation and incorporating human empathy
15:38 - Biases and inclusivity in Digital Twins
17:54 - CIO priorities during a rapid technology evolution
21:13 - Rapidfire round

Read the full transcript here: https://zinnov.com/podcasts/business-resilience/shaping-next-gen-customer-experiences-podcast/