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Verizon Communications Product

To create the networks that move the world forward by becoming the most trusted technology partner through 5G and fiber connectivity

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To create the networks that move the world forward by becoming the most trusted technology partner through 5G and fiber connectivity

Strengths

  • NETWORK: Premium wireless network reaching 200M+ Americans with 5G
  • FIBER: Extensive fiber footprint supporting 5G expansion
  • CUSTOMER: 143M+ retail wireless connections with loyal base
  • INTEGRATION: Vertical integration across network and services
  • ENTERPRISE: Strong B2B relationships and integrated solutions

Weaknesses

  • PRICING: Premium pricing strategy limits growth in value segment
  • LEGACY: Aging copper infrastructure requiring costly maintenance
  • COMPETITION: Intense rivalry in wireless from T-Mobile and AT&T
  • COMPLEXITY: Complex product portfolio confusing to customers
  • AGILITY: Slower innovation cycles compared to tech competitors

Opportunities

  • 5G: Private network expansion for enterprise verticals
  • IOT: Connected device ecosystem growth across industries
  • FIXED: Fixed wireless access expansion in underserved markets
  • EDGE: Edge computing integration with network infrastructure
  • PARTNERSHIPS: Strategic alliances with cloud and tech providers

Threats

  • DISRUPTION: Cable operators entering wireless market aggressively
  • SATURATION: Maturing wireless market with limited growth potential
  • REGULATION: Increasing regulatory oversight and compliance costs
  • INVESTMENT: Massive capital requirements for network evolution
  • INNOVATION: Disruptive technologies bypassing traditional carriers

Key Priorities

  • NETWORK: Accelerate 5G and fiber deployments in high-value markets
  • ECOSYSTEM: Develop integrated solutions across network/services
  • EXPERIENCE: Radically simplify customer experience journey
  • INNOVATION: Establish faster product development cycles
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To create the networks that move the world forward by becoming the most trusted technology partner through 5G and fiber connectivity

NETWORK EVOLUTION

Lead the industry in next-generation connectivity

  • COVERAGE: Expand 5G Ultra Wideband service to reach 25 additional markets by Q3 2025
  • PERFORMANCE: Achieve 30% improvement in network reliability metrics across top 50 markets
  • FIBER: Increase fiber-to-the-home availability to 3M additional premises in priority markets
  • OPTIMIZATION: Deploy AI-powered network management reducing outages by 25% year-over-year
ECOSYSTEM GROWTH

Create integrated solutions across product portfolio

  • CONVERGENCE: Launch 3 new integrated fixed-mobile product bundles with 15% higher ARPA
  • PARTNERSHIPS: Establish strategic alliances with 5 major cloud providers for edge computing
  • IOT: Develop vertical-specific solutions in healthcare, manufacturing and smart cities
  • PLATFORM: Create unified developer platform enabling 500+ third-party service integrations
CUSTOMER OBSESSION

Radically simplify the customer experience journey

  • DIGITAL: Increase digital self-service adoption by 35% across mobile and fixed customers
  • PERSONALIZATION: Deploy AI-driven personalization engine improving conversion rates by 22%
  • SATISFACTION: Improve Net Promoter Score by 12 points through journey optimization
  • RETENTION: Reduce voluntary churn by 15% through predictive engagement strategies
AGILE INNOVATION

Establish faster product development cycles

  • SPEED: Reduce product development cycles from concept to market by 40%
  • FOUNDATION: Build unified AI platform supporting all product development initiatives
  • ITERATIONS: Implement bi-weekly release cycles for digital products and experiences
  • AUTOMATION: Achieve 75% test automation coverage across product portfolio
METRICS
  • Wireless service revenue growth: 4.5%
  • Postpaid phone net additions: 650,000
  • Net Promoter Score: 42
VALUES
  • Customer-first commitment
  • Integrity
  • Innovation
  • Operational excellence
  • Diversity & inclusion
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Align the learnings

Verizon Communications Product Retrospective

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To create the networks that move the world forward by becoming the most trusted technology partner through 5G and fiber connectivity

What Went Well

  • WIRELESS: Consumer wireless service revenue grew 3.1% year-over-year
  • BROADBAND: Added 389,000 total broadband net additions in Q1 2024
  • FIXED: Fixed wireless net additions increased to 312,000 in Q1 2024
  • MOBILE: Postpaid phone net additions reached 151,000 in Q1 2024
  • FINANCIAL: Operating income margin expanded to 25.2% in Q1 2024

Not So Well

  • BUSINESS: Enterprise segment showing modest revenue decline of 1.5%
  • CHURN: Slight increase in postpaid phone churn to 0.88% year-over-year
  • ARPU: Average revenue per account growth slowing to under 2% YoY
  • ADOPTION: Lower than expected uptake of premium unlimited plans
  • PREPAID: Continued challenges in prepaid segment with net losses

Learnings

  • BUNDLING: Combined mobile/home internet offerings drive higher loyalty
  • SEGMENTATION: Value-focused customers require distinct approaches
  • SIMPLIFICATION: Product portfolio complexity hurting conversion rates
  • DIGITAL: Self-service adoption correlates with higher satisfaction scores
  • ENTERPRISE: B2B customers seeking integrated solutions, not just network

Action Items

  • EXPERIENCE: Redesign digital customer journey to improve self-service
  • PRICING: Develop more compelling mid-tier wireless and home offerings
  • CONVERGENCE: Accelerate fixed-mobile convergence product strategy
  • ENTERPRISE: Build vertical-specific solutions for key business segments
  • ANALYTICS: Implement advanced customer analytics for retention
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To create the networks that move the world forward by becoming the most trusted technology partner through 5G and fiber connectivity

Strengths

  • DATA: Massive customer dataset for AI training and optimization
  • INFRASTRUCTURE: Network architecture capable of supporting AI
  • EXPERTISE: Growing AI talent pool across product organization
  • RESOURCES: Financial capacity to invest in AI capabilities
  • INTEGRATION: AI labs established for product development

Weaknesses

  • SILOED: AI initiatives fragmented across business units
  • LEGACY: Technical debt slowing AI implementation
  • TALENT: Shortage of specialized AI engineering talent
  • ADOPTION: Inconsistent internal AI tools utilization
  • GOVERNANCE: Underdeveloped AI ethics and governance framework

Opportunities

  • PERSONALIZATION: AI-driven customer experience personalization
  • EFFICIENCY: Network optimization through predictive analytics
  • AUTOMATION: Service assurance and problem resolution automation
  • SECURITY: AI-enhanced threat detection and prevention
  • MONETIZATION: New revenue streams from AI-powered services

Threats

  • COMPETITION: Tech giants with superior AI capabilities
  • BIAS: Reputational risks from biased AI systems
  • REGULATION: Evolving AI regulations affecting implementation
  • PRIVACY: Customer concerns about data usage in AI models
  • DEPENDENCY: Over-reliance on third-party AI platforms

Key Priorities

  • FOUNDATION: Build unified AI platform across product portfolio
  • EXPERIENCE: Deploy AI to personalize customer interactions
  • OPERATIONS: Implement AI for network optimization and efficiency
  • INNOVATION: Develop AI-native products for new revenue streams