"That's something being worked through at Verizon," he said.
Verizon retail stores have added new kiosks that include touchscreen displays where customers can manage their accounts and devices. "We've focused on customer interests, asking what are the top transactions they make, and we made those almost one-click ... on the Web site as well as at stores," Waghray said. "Part of the purpose is to allow customer engagement and detangle store reps from busy work so they can focus on the customer."
Waghray, who has worked in IT for 20 years, has led the IT organization at Verizon since its inception in 2000. "It's been fun at Verizon, and we have an extreme amount of collaboration across the company, which has been our theme," he said. "IT is a competitive differentiation for the company and adds value at all levels, from sales to self-service to customer engagement, which is anything and everything. If something doesn't help the customer, we won't do it."
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