#customerexperience

All I wanted know was how much home phone is with our discount.

USAA 3.2
Travelers 4.2
Progressive 3.8
Nationwide 3.8
Amica 3.8
Liberty Mutual 3.7
State Farm 3.4
Allstate 3.5
Chubb 3.5

Don’t take care of your employees and the result will show up in member experience. Check out the article on mysantonio website.

I stopped shopping at Kroger over a year ago after I noticed insane prices particularly in produce. I now exclusively get my my meat, produce and snacks at Costco and fill the rest from Walmart and Aldi.

Pretty sad what Kroger has done, I exclusively shopped there for over 20 years. We spend nearly $20,000 a year on groceries for a family of 3, this is backed by my tracking in Simplifi. I'm never going back after how they've treated customers and employees since Covid.

How many times can they fu-k up a sale in one single fiscal year because I think this year is taking the cake. Literally not a single promotion has been executed correctly at the corporate level yet we are the ones suffering. How hard is it to have a SALE YOU PLANNED RING AT THE REGISTER???

What if we just make everything 20-25% off at all times at this point???

https://www.abc.net.au/news/2026-11-04/telstra-customers-flooded-with-false-missed-call-messages/107347874

Telstra customers have reported their SMS inboxes flooded with messages about missed calls from contacts which had not attempted to call them.

In a statement to the ABC, a Telstra spokesperson said the company was aware of the situation and it had since been resolved.
The spokesperson attributed it to an issue with Telstra's MessageBank service and apologised for customer confusion.

"We experienced an issue with our MessageBank service earlier today, which has now been fixed," they said.

It comes after a major, nationwide Telstra outage earlier this year impacted Australians' ability to reach Triple Zero (000) in an emergency.

Hundreds of Triple Zero calls were unable to connect during the outage on July 8 as about 45 per cent of all calls and data connections on the network were affected.

In the first 5 minutes of webcast LP expalins the reality of being an A4 company = there is no hardware sale margin... to pay traditional field account manager commission. Listen to that closely XBS friends. 5 minutes later he gives away the reality of future service. 50% of service calls being "resolved" remotely by AI, with a target for 70%. Talk to any tech or any service call center employee and you'll hear that they are juicing that "remote solve" number by forced directive, not customer feedback or pleasure with the experience. "We can bring service interaction to zero!", sure LP, but then what exactly are customers paying you for to justify the same service/supply costing structure. Its just experience enshittification, while you also try to bring rates and fee structures up with inflation. A3 sales are obviously down not just due to market mix shfit, but because 2nd half 2021 and 2022 were the xerox supply chain crisis. Would again recommend XBS employees look at your renewal opportunities next 18 months and realize the pipeline is dry because no customers were landing equipment this time 5 years ago. Q4 results are gonna be bumpy, but 2026 wil be a bloodbath.

Dan, if you want employees to delight the customer, then start making employees feel good about the company. Morale is low. Very low. The bar is low. Show some appreciation for the people who are fighting our terrible policies in order to retain customers. Most decisions i have seen in the last 12 months didn't delight the customers, it pi---d them off.

FIS wants its organizational structure to be responsive to the dynamic needs of its customers.
So it is excited to announce the Massive Episodic (re) Shuffle and (re) Structure initative!!!
The FIS M.E.S.S. initiative will accelerate a client experience they have come to expect

Dan, is this what you meant by delighting our customer and being customer obsessed ? Ok, got it.

https://www.phonearena.com/news/iphone-handoff-feature-verizon-fee_id184146

Good lord, we cant get anything right

If you want to know why we are incompetent all you have to do is call customer success, and try to do anything. They will literally do anything, but the thing you want to do.

Congrats, we now have a new hoop to jump through, a catastrophically broken call and response AI chat bot based on 201-301 level data science knowledge. No, no, don't worry about not getting paid your due. Just talk to the cloud-hosted AI about why people should ignore the cloud and use on prem AI hardware.

"The most innovative companies shouldn't view AI as a cost-reduction play." Learn why #AI can be a catalyst for greater innovation and customer value from Cisco Chair & CEO @ChuckRobbins

So UK ODW launch is a complete sh!tshow. Hard to put into words how bad it is. Nothing works. New DSA doesnt work. New CRM is just baaaad. Customers/partners can't get quotes, SKUs not working or completely missing, prices 20% than old DSA for the same things. And yet I'm sure there are execs patting themselves on the back.

First, they let go of the very people who were delivering things. Teams and leaders who were delivering agentic solutions were let go.
The worst part is that they retained bootlicker SDs who wouldn’t deliver a single feature but were good at playing politics.

Those SDs retained their useless teams, many of whom have little to no exposure to technology beyond community college, and they are now responsible for designing some of the worst customer experiences. We are expecting to be AI first company with these kind of people.

But hey, thanks, Tanya and Nancy, for this brilliant display of leadership.

Will I finally be able to talk on the phone without holding it over my head and walking around in random patterns waiting for the bars to increase?

Verizon 5G is getting better and better
Recent upgrades have expanded capacity and boosted speeds.
https://www.phonearena.com/news/verizon-5g-sa-ericsson-air-3283_id183421

Late movers have their advantages. While T-Mobile kicked off its 5G rollout with pure 5G, or 5G Standalone (5G SA), Verizon opted for 5G NSA (Non-Standalone), which relied on its existing LTE core network. Verizon has been moving to 5G SA since late 2025, and it's a big reason customers are noticing improvements.

• I was at Costco and it had cr-p load of Nike rolling around with shoes and clothings.
  I did not find what I want but the price was unreal!
• So I went to Nike store in the same mall. Besides I could not find any Nike high end running shoes, nobody approached me to ask if I needed help!!! They were busy talking each other.
  I left Nike store without buying anything and disappointed at the brand.
• My local running store that I shopped high end Nike running shoes closed their door
  after Nike close their account in 2021! So I will have to drive another 20 miles to another running specialty. But this store was never Nike dealer so I will have to buy Brooks or Saucony, my second choice.
• I was at Nike.com but I could find some running shoes but not all!!! I addition to it, I cannot feel or put on the shoes and feel it. And for a runner, that is a no no. Last time, I ordered from Nike.com, it took more than a week to ship out from Memphis warehouse. And I was not happy with the way Nike React Miler felt. And return was hassle in that I had to go to Fedex store to send it back.

I am former Nike employee.
And you can see why Nike stock is marching towards $20s.

Shopping the product is not easy.

Does the company care about its customers?

Nothing like replacing an ordering system that worked fine - opus, and then replacing it with salesforce. But hey, it's ok, everyone is using salesforce now, as so should we. Watching the 17 screens of salesforce flash, redirect, load, bouncing ba--s - hang on were almost there - gives us all time to figure out what we are doing for lunch that day. Or hey, look at that butterfly on the window. You took a transaction that could be handled in just a few minutes and you destroyed the customer experience - all by using salesforce. After all, slowing down employees and hindering them is the object here. Houston we have a problem here - the sales reps are operating in an efficient manner - we have got to slow them down. Roger that, salesforce launching in full force - this will ki-l their numbers. But hey, everyone is using it and so should you, just gimme 9 more boosters while your at it.

After my departure from GTS last month I went through the process of moving all of my lines (as well as the lines of a handful of friends whom I talked into coming to VZ when I joined) to T-Mo. 16 lines in total. And I have to say, it was a delightful experience.
Only two nags to instead look for "deals", then you get the pin and account # that you need to give T-Mo. They have fantastic deals for people bringing their phone and number from Verizon. In my case the total cost at T-Mo is less than my VZ cost including employee discount (and therefore less than half compared to what I would have paid starting next month since you get one pay cycle of EDP and then it's full price). And I'll get $2k worth of pre-paid master cards...
With 15k people either RIFed or leaving on their own, and an average of maybe 4 lines per employee, that's a cool 60k lines lost. Well done, Dan. And thank you for making it a delightful experience!

The company laid off almost 50 employees due to "restructuring." Almost ALL of them were our warranty team. They want to offshore all of the jobs to maximize shareholder profit and minimize customer experience. Please do not buy from any VF company again.

If Verizon actually rebadges this group, that would be a wild decision 😂

How are you going to hand the keys to your network over to a vendor and expect that to end well?

Dan or any Verizon executives lurking in here might want to take a few notes from what happened to Sprint when Ericsson was running their network. We all saw how that story played out. 😂

But hey… I’m sure outsourcing the people who actually know and maintain the network will really help with that whole “delighting the customer” thing. 🤡📶

Wireless is losing to AT&T in more markets than usual in the RootMetrics comparative benchmarks. The New England region is particularly hard hit. Losses in Boston, Hartford, Providence, and Worcester. They seem to be taking Dan at his word that he doesn’t care all that much about being the best network!

https://rootmetrics.com/en-US/rootscore/map/metro/boston-ma/2026/1H

Nike was preaching that each dealers to show customer regarding attributes of the Nike product and give one to one service.

In typical Nike fashion, they completely erased what they said and it never existed.
(if you are with Nike long enough, you will see what I mean).

And replacing great Independent dealers who had connection with local community with ROSS, TJ MAXX, Marshall, Costco and Amazon is not building a passage to the future.
Can anyone answer me seriously how Nike can charge a pair of shoes for $200 when you know that it will be in discount outlets above in 6 months?

Since Nike sla-ghtered all quality independent dealers in their hubris while back.
Maybe solution for Nike will be to go out open more independent dealer again.
Or at least try to franchise the independent doors with more freedom when it comes to offering of the products.
Because a store in Bronx, NY cannot be same as LA, CA. And Nike as corporation is not nimble enough to cater different product for different region.

And that is why Nike's idea of one style for everyone in 50 states has failed.

COLLECTIVISM HAS FAILED EVERY SINGLE TIME BUT NIKE IS DOING SAME THING AND PUZZLED WHY COMPANY IS GOING DOWN.

The Verizon Home app needs a full redesign rather than incremental fixes — it isn’t performing well as-is. Features like parental controls are overly complex; simplifying these and prioritizing customer-friendly usability should be a core focus of the rebuild.

They completely sc--wed up the decisions on the Customer Experience team. Many hardworking, genuine, and talented people were let go, while many boot-licking, useless, and incompetent people were left behind. I can’t wrap my head around it.

At the very least, leadership should have checked how many launches each team actually delivered during the calendar year before making these decisions.

The rest of us are now stuck working with these incompetent Digital Experience team who works on egos and not for Verizon.

This organization is living proof that a company can spend years talking about delivering transformation while failing to transform the one thing customers see first: its own identity.

A meaningless random letters name reflects wasted opportunity, lazy thinking and a complete lack of effort. Millions are spent on branding, consultants and campaigns yet still produce a name with zero meaning, zero message and zero relevance.

A masterclass in wasting resources while creating nothing relevant and memorable. If a company cannot clearly define itself, why should customers trust it to redefine them?

TJ read the script like a news reader. It was the first time I’d ever seen her, even though she took over the CXO role six months ago. Sounds like a “true Verizon leader”.
I don’t have much hope left for the future of customer experience team under this leadership.

Just tried to deposit a couple checks. Mobile app / bank is total trash. First, login failed repeatedly, then worked after app update and like 5 tries. Tried to deposit a few checks. Every single check failed. Retry a couple times, success. One check took over 25 retries! WTH?!? What kind of Bank is this? Complete garbage!

DXC has perfected the art of lying to absolutely everyone in the same breath — customers get told their transformation is “on track” while their systems are on fire, and staff get told their jobs are “safe” roughly 48 hours before a calendar invite from HR with no agenda and the energy of a firing squad. The whole operation runs like a con trick performed by people who’ve forgotten they’re conning anyone, powered entirely by offshore teams with no documentation, account managers who’ve promised the impossible, and a management layer so detached from reality they think “delivery” is something that happens to other companies. Customers pay millions. Nothing works. Nobody knows why. Leadership gets a bonus anyway.

Here’s a novel idea:
Fiber is great where dense; 5G mid-band strong in cities. But Starlink (SpaceX) crushes rural/low-density. Immediate deep integration/partnership: Bundle AT&T wireless/fiber with Starlink for seamless "always-on" global coverage. License Starlink tech or co-develop direct-to-cell. This neutralizes competition and expands TAM massively.
Deploy spectrum (from EchoStar/Lumen deals) with obsessive efficiency—Tesla-style manufacturing for cell sites and fiber rollout. Aim for 5M+ new fiber passings/year via automation/robotics. Open RAN? Push harder with custom silicon (like Dojo for AI inference on the edge).
Make convergence king: One app, one bill, one unbeatable experience for phone + home internet + vehicle connectivity. Churn drops when customers are locked into superior physics.

As I prepare for a vacation trip to Europe I contacted Vz Call Center. I must say the Rep was outstanding.

Being a longtime employee and Fios/Vz Mobile customer....historically was confusing and put so much on the Customer to manage.

I point this out for two reasons...first.... the focus and execution was flawless and secondly.... rhe Service Rep was awesome and hwrbrole needs to be supported and expandes and removebrhe Director/Sr Director headcount and live up to the hype of Customer experience

Cisco just sells the hw & sw. Not responsible for what customers do with it.

https://www.supremecourt.gov/opinions/25pdf/24-856_kjfm.pdf

liberal loonies dissenting obviously

Verizon's IVRU is determined to refer you to a chatbot or a VZ agent via text FIRST, only before they actually allow you to speak to someone in person. I guess this is Dan's solution to better customer service, the customer is number 1

Think about how big companies budget. They basically split their money into two buckets: Running the business (the day-to-day survival stuff like claims, compliance, and basic IT) and Changing/Improving the business (the future stuff like innovation, strategy, and customer experience).

If you’re sitting in that second bucket right now, you need to prepare for a heavy hit—and yes, that includes the VPs. These departments are massive cost centers, and honestly, Centene isn’t worrying about NPS scores or customer satisfaction right now. I mean, that much is obvious after losing 2 million members, with probably more on the way.

Leadership is in total survival mode. They are strictly focused on weathering this massive membership drop and hacking down operating expenses. Customer strategy, future-thinking roles, and tracking NPS are suddenly being treated as expensive, non-essential luxuries for this fiscal year.

HR? Goodbye. Customer Strategy? Goodbye. And if you’re in UX & Design, my best advice is to find your way onto a locked-in, fully funded project as fast as you can.

Vz stock is down 0.72% today on news Verizon is breaking the mold to put our customers first. Verizon has a great track record of success such as last year’s project 624 which was the biggest customer experience transformation in the company’s history. All the executives posting and reposting our huge win today makes me delighted! These leaders are truly rockstars and highly respected and admired! Proud to be vz. Way to go team!!!!

Well, with all the changes coming to the promotions and plans, I really hope the things turn around.

I think the changes are remarkable and will bring the real value.

But.....

The team that is handling the front end websites and links, you guys are sc--wing over verizon.

The link shared by Dan on LinkedIn currently routes to a 404 error page.

Furthermore, the website navigation is highly confusing; broken links are common, and refreshing pages inconsistently switches pricing between $30/line and $45/line. Finally, several phone selection options appear interactive but are entirely unclickable.

CEO is blind to just how bad tech is and Dil p is the root of the issues. So many issues!! Customers are furious. Tech stack cannot handle spikes. Horrible planning for DNS storms. Always an excuse never a solution.

Read the GAO Report on Accenture's botched takeover of the Thrift Savings Plan (TSP). GAO-24-106319. Everything in it is a page right out of the transition to FIS. Except then, we had iron clad procedures in place & they were all working before the transfer. Now, everything is on the fly, process hadn't been updated for years, and 9 month transition is a MASS-IVe failure in the making.

**'But AFS (Accenture) Federal Services completely botched the migration of TSP’s services due to an array of technological and staffing shortfalls that have virtually brought the services offered by TSP to participants to a screeching halt.

1. Despite AFS’ promise to “improve the customer experience,” AFS Managing
   Director Owen Davies admitted that AFS “made that process really cumbersome, it was very hard for a vast number of users,” and that “[w]e made it overly complex.”**

Verizon Replacing Its Customer Service Personnel With AI Has Turned Live Chat Queries Into Low-Quality ChatGPT-Like Replies, Enraging Customers.