Verizon: My Verizon
Insight
Verizon is America’s largest wireless provider and has helped create a world where every service imaginable is available on demand.
In the connected age, everything is instant. It’s an expectation that’s left traditional customer service models behind.
Idea
Intelligent and easy to use, the My Verizon app meets the needs of 100 million subscribers, providing complete self-service through its intuitive, instantaneous design and conversational interface.
Featuring a simplified bill, personalised control centre, on-demand support and shopping functionality, the new app has achieved record-breaking sales, customer satisfaction and loyalty.
Impact
Within seven months of the app’s launch, Verizon’s mobile sales conversion rate rose 15.6x, and overall usage is up over 50%.
Bill payment within the app increased from 68% to 85% and is buoyed by a 27% lift in autopay enrollment.
The new app gives the network’s 113 million customers more control, with less work, all in the palm of their hand.
AKQA is a design and innovation company that employs over 6,500 professionals across 20 countries. Named Digital Agency Global Network of the Year in Campaign’s 2023 Global Agency of the Year Awards, AKQA was also awarded the Cannes Lions Grand Prix for Digital Craft in 2023, and the Grand Prix for Design in 2021. In 2023, AKQA was recognised as a winner in Fast Company’s Innovation by Design Awards. AKQA also won Fast Company’s World Changing Ideas in 2021, and 2022 and led Gartner’s research into global marketing agencies in 2021.