Beyond Responsiveness: Today’s Customer Service is About Anticipating Future Needs

Multinational companies of all stripes are recognizing Global Customer Service Week in a variety of ways. Verizon’s enterprise group is celebrating the many successes of our global operations team in supporting our clients, including speedier resolution of customer problems, provisioning of services and rapid delivery of new orders — services that help get businesses up and running faster than ever.

But customer service isn’t always about being in “responsive” mode — the best customer service of all comes from anticipating future customer needs, jointly developing product roadmaps and ensuring that customers are ready to take advantage of new and enhanced products as they come down the pike.

Martin Burvill, senior vice president of the Verizon Enterprise global operations team, recently sat down with the Ericsson Business Review to talk about Verizon’s Innovation Centers and broader innovation programs that are designed to support partners and enterprise clients that are focused on “what’s next.” Martin notes that wired and wireless networks will be at the core of emerging tech innovation. He says the network is enabling the biggest transformation that industry has seen in a century, noting: “…the network sits front and center in everybody’s distribution, customer engagement and brand models.”

Read Burvill’s wide-ranging interview in the Ericsson Business Review and learn about continuously evolving requirements around managing customer security, data storage and analytics, retiring the old enterprise IT business model, the death of corporate IT and improving quality assurance.