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What Can the Network Do for You? with Krista Bourne, Incoming Chief Operating Officer at Verizon
On today’s episode, Krista discusses the holiday shopping season in the face of changing consumer behaviors, the immersive nature of technology in the 5G era, and Verizon’s “Call for Kindness” campaign.
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ABOUT THE GUEST
Krista Bourne is Verizon’s incoming Chief Operating Officer and current SVP of Consumer Sales and Operations. In this role, she is responsible for delivering all aspects of industry-leading wireless and wireline services through an omnichannel experience to more than 100 million customers nationwide.
During her 20-year tenure with Verizon, Krista has focused on providing extraordinary customer experiences across several parts of the business. She is passionate about the role technology plays and is an advocate for women’s rights and advancement.
This episode features an interview with Krista Bourne, SVP of Consumer Sales and Operations at Verizon. As a change leader, Krista has worked her way up from mailroom employee to now incoming Chief Operating Officer at the company.
On today’s episode, Krista discusses the holiday shopping season in the face of changing consumer behaviors, the immersive nature of technology in the 5G era, and Verizon’s “Call for Kindness” campaign.
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“We’ve really met our customers where they expect to see the brand. But we continue to learn how to do that in a frictionless, seamless manner, because that’s what consumers expect.” -Krista Bourne
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Show Notes
- (1:29) Tony’s takeaways on the conversation
- (3:42) Krista’s background and the power of feedback
- (7:35) Lessons from the holiday shopping season
- (10:03) Scaling a frictionless customer experience
- (12:02) Implementing the Touchless Retail strategy
- (13:36) Digital shopping quizzes, virtual stores, and more innovation in the 5G era
- (17:49) Encouraging decency with Verizon’s “Call for Kindness” campaign
- (20:24) Krista’s advice to those not being heard
- (23:11) Lightning round
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Sponsor
Dell Technologies & Intel will be exhibiting at the National Retail Federation 2022 New York City, January 16-18th. Join Dell at booth #5059 where they will showcase their Retail solutions to demonstrate Retail Value Chain transformation across Design, Supply Chain, Manufacturing, Warehousing & Inventory, Fulfillment & Logistics, Store & Online experience, and Delivery.
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