Featuring: Nancy Clark, SVP, Customer Success, Verizon Consumer Group
Use Case: Agent-Customer Pairing, Service Optimization, AI-Driven CX
In today’s competitive market, speed, personalization, and measurable outcomes define success in customer service. As Nancy Clark, SVP of Customer Success at Verizon Consumer Group, puts it:
“What we like about the relationship with Afiniti is that it’s really built on a win-win model. When we choose the right outcomes that we’re looking to achieve, Afiniti is completely aligned with us in maximizing our capability to match the customer with the employee to deliver upon that outcome.”
This shared focus on results has helped Verizon connect customers with the right representatives in real time – leading to faster resolutions, more positive interactions, and stronger relationships.
From Matchmaking to Measurable Outcomes
Verizon’s goal was clear: use technology to strengthen human connections. Afiniti’s AI identifies the moments when pairing the right customer with the right representative will have the greatest impact on the outcome.
“It is probably the most objective measurement of almost any partner that we work with,” says Clark. “Here is the outcome when the Afiniti solution is on. Here’s the outcome when the Afiniti solution is off – and there’s a direct comparison of the two.”
The data speaks for itself – improved satisfaction, increased efficiency, and more personalized experiences for customers.
Fast, Tailored Implementation
When evaluating whether to build in-house or partner with Afiniti, time-to-value was key.
“Afiniti comes with a business model and an implementation model that’s ready to go and ready to be tailored to our business,” Clark recalls. “It was the easiest, fastest implementation… they seek to understand our business and where in our business we can add incremental value.”
That understanding allowed for a rapid rollout, meaning customers saw the benefits almost immediately.
Enhancing the Human Connection
While powered by sophisticated AI, the heart of this initiative is human interaction.
“Where does that human connection between a representative and a customer really matter? Where can we achieve a better outcome because that pairing really matters? Afiniti understands our business overall.”
By focusing on the circumstances where human pairing makes the difference, Afiniti helps transform routine service calls into positive, lasting impressions.
Moving Quickly to Meet Customer Expectations
In a fast-moving industry, there’s no time to wait for change.
“There were immediate needs we all have in a competitive marketplace. Why would you wait?”
With Afiniti, Verizon acted quickly – implementing a solution that delivers value from day one and keeps pace with the evolving demands of their customers.
Key Takeaways
- AI-driven pairing delivers measurable results.
Objective before-and-after comparisons prove the impact on satisfaction and efficiency.
- Speed matters.
A ready-to-tailor model means benefits can be realized quickly, without lengthy development.
- Human connection remains at the core.
Technology is used to enhance – not replace – the personal touch that defines great service.
- Partnership drives success.
A shared focus on outcomes ensures both sides work toward the same goals.
Want to learn how Afiniti can help your organization deliver stronger customer connections?
See the full interview here.