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Verizon Enterprise Solutions and commonFont:Putting CX at the heart of organizational evolution and revolution

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Going from good to great How technology is changing us

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Where we started: VOC 1.0

Transactional Surveys

Relationship Surveys

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Vision: 360° view of our customers

TransactionalSurveys

RelationshipSurveys

F2Venues

Online Experience

Service Reviews

Mid-OnboardingExperience

Product Experience

Business Reviews

Social Media

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Where we needed to go: VOC 2.0Single source of the truth

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2017+2017+20162015

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.

Our journey

2011

Medallia PartnershipInception

Identified Gaps/Opportunity VoC 2.0

Rebuild Begins

Awareness/Launch/Adoption

VoC 1.0 Survey Programs BAU

Organizational breadth and depthReporting and results

Data architecture design, survey design,

reporting design

IT

Product

Sales

Marketing

Client Services

Organizational alignment and contributions

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.

Medallia © Copyright 2017. 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.

Representing the voice of the customer

• Positive organizational friction

• Maintain integrity of the Customer Voice

• 360o view of the good, the bad and the eye-opening

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The power of three

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.

Medallia © Copyright 2017. 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.

An iterative and ongoing journey

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If we keep doing what we’re doing, we’re going to keep getting

what we’re getting.- Stephen Covey

“”

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Questions?

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Let’s continue the conversation

Kara KalivodaHead of Global Voice of the CustomerVerizon Enterprise Solutions

312-894-2311Kara.r.kalivoda@verizon.com

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Thank you