The Blueprint – Advocating a Customer-Centric Culture of Innovation Across Distributed Touch Points Justin Reilly, Head of Customer Experience Innovation Corinium Chief Customer Officer USA

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2Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.

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Past, Present… Future?

2010 – 2013Social Powered by Mobile

Everywhere Wi-Fi, Ability to connect, check-in and share, Integration between real-life and digital.

2014 – 2016Experienceis King

2017+Everywhere.On Demand. For Me.

Personalized Service, Privacy, Secure Data, Simplified Experience, Automated Processes, Ease.

Ubiquitous Homescreen, Conversational Commerce, Virtual Reality, Autonomous Driving, Connect Home

“I can integrate myreal life with my

digital life”

“I have so manyoptions, experience

matters most ”

“All servicesshould fit perfectly

into my life”

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Everywhere. On Demand. For Me.

Past

Opens the Uber App & requests a ride to the

airport

Hops out & heads to the terminal

“Hi Justin, I see you have flight this morning.

Would you like to request an Uber?”

I have to get to the

airport

Find the number for a cab

Call the cab and wait

Still waiting…

Cab arrives and hope for no traffic

Stuck in traffic with no alternative

routes

Cab arrives at airport

Cab driver only accepts cash

Present

Future

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Instant Internet

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The Shift to Experience

1 - Aberdeen Group Inc.

86% Buyers will pay more for a better customer experience.

89% Customers stick with brand’s that have strong Omni-channel engagement strategies as compared to 33% for companies with weak Omni-channel strategies1.

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Experience as the Product

8 SecThe average attention span of a Gen Z Consumer

3 SecThe average memory of a Goldfish

“Last Best Experience”

1 2 3 4 5 6 7 8 9 10

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The Future of Distributed Experiences is Here

Customer engagement model guide rails and infrastructure

Crafting the experience powered by Digital

Distributing XP to where our customers are

CXVoice of thecustomer

Customer Engagement

2013-2014

EXVoice of theemployee

Digital XP2015-2017

XP Practice2018 +

Digital as a channelDigital as the

productExperience as a

service

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Network Effects of Experience as a Service

Gasoline CarElectric Car

Electric CarAutonomous Car

• What happens to oil production?• What happens to service and repair

with significantly fewer moving parts?• What happens to all the gas stations?• What happens to taxes?• What happens to infrastructure if

there is increased demand in power generation and storage?

• What happens to parking?• What happens to cities?• What happens to the layout of suburbs?• What happens to insurance?• What happens to why people use cars?• What happens to service related

industries?• How will people consume content

differently?

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Driving Towards a Future of Distributed Digital Experiences

Life On Fios

Agent Customer

Drive Digital

Adoption

Best-in-Class Experience

Reduce ExpenseIncrease

Value

Upgrades RCM Churn

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Fios Smart Cam

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How Do You Prepare for a World of Distributed Experiences?

Build nimbleteams(Product Lead, Dev Lead, Design Lead)

Productize yourorganization

IncentivizeFailure

Co-createw/ Customers

OpenInnovation(product = platform)

Thank you

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.