Case Study: How Verizon Accelerated A Five-Year EX Strategy During The Pandemic

Fifty-three percent of US workers want to work remotely at least somewhat even after the pandemic, but just 52% of remote workers believe their companies provide the resources needed for remote work. The 17,000-strong customer support mobile organization at Verizon had an approved five-year strategy to move 80% of employees home underway before the pandemic. Within two weeks, it had adopted and adapted a 100% home-based agent model to support a surge in customer interactions. This case study outlines how the support organization implemented and iterated on the strategy to address short-term challenges while progressing toward long-term goals.