Abstract

The case ‘Verizon – Adapting to a Contactless World’ is about the digitalization initiatives taken by Verizon Communications Inc. (Verizon). With changing customer expectations, the Covid-19 pandemic, and increasing trend of digitalization by its competitors, Verizon came up with ‘Touchless Retail’ at its stores to stay relevant. The case deals with the digital elements Verizon introduced in its stores as part of the various measures it implemented to enhance customer experience. The measures would reduce the physical touch points and at the same time provide for a superior customer shopping experience. The impact of Covid-19 was visible in the changing shopping patterns of customers across the globe. The case next dwells upon the challenges faced by Verizon due to the Covid-19 pandemic and its ‘Touchless Retail’ strategy. The competitors’ response to the Covid-19 pandemic is discussed further on. The case ends with the plans of Verizon to continue with its ‘Touchless Retail’ strategy, to open more of the closed stores, and invest in 5G and fiber technology for a better customer experience.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Analyze the retail digitalization framework and its dimensions.
• Evaluate the importance of digitalization of retail in the present and future scenario.
• Understand the erosion of traditional retail functions due to digitalization.

Keywords

COVID-19; Touchless Retail; Digitalization; Customer Experience; Retail; Digital Technology; Digital Transformation; Contactless World; Contactless Payment; Retail Digitalization; My Verizon App; Mobile Check-in; Augmented Reality; Virtual Reality