Verizon- Adapting to a Contactless World
| Case Code: BSTR613 Case Length: 7 Pages Period: 2019-2020 Pub Date: 2020 Teaching Note: Available |
Price: Rs.300 Organization: Verizon Communications Inc. Industry: Technology & Communications Countries: United States Themes: Technology in Retailing, Contactless World, Contactless Payments, RetailTech |
Abstract Case Intro 1 Case Intro 2 Excerpts
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.
Issues
The case is structured to achieve the following teaching 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.
Contents
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Introduction
Background
Covid-19 and the Contactless World
Challenges faced by Verizon
Verizon Enabling a Contactless World
Touchless Retail
Voice of Customer
Competitors’ Response to Covid-19
Road Ahead
Exhibits
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
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