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Verizon: Transforming customer experience with AI in just 12 weeks

Learn how Verizon with Virtusa used Pega AI to optimize customer experience and deliver compelling business outcomes

  • Thursday, April 22, 2021
  • NA: 8:00 AM PDT / 11:00 AM EDT | EMEA: 4:00 PM BST / 5:00 PM CEST

Leading Communications Service Providers are transforming their digital experiences to enable self-service and deepen customer relationships leading to long-term loyalty.

Learn how Verizon takes digital transformation to the next level for Fios with Pega’s Customer Decision Hub through a partnership with Virtusa. Nanci Muriello, Sr. Manager – System of Insights with Verizon Consumer Group shares how they are using predictive and adaptive modeling to improve customer experience, while also driving more value to the business.

Join this brief discussion for details on how Verizon’s innovative approach:

  • Created customer experience improvements in under 12 weeks
  • Identifies the next best action reducing call volume while improving business performance
  • Uses both predictive and adaptive models that learn, enabling continuous improvement

Speakers

Nanci Muriello-headshot

Nanci Muriello

Sr. Manager – System of Insights, Verizon Consumer Group

Nanci is a Senior Manager on the System of Insights team, specifically leading implementations of Pega's Customer Decisioning Hub (CDH) and driving creation of Decisioning Strategy and Logic for Next Best customer experience (NBx) across Wireless and Wireline lines of business. Prior to this role, Nanci was part of the Customer Engagement group of Verizon Consumer Markets, leading the NBO (Next Best Offer) Program. Her team partnered with Marketing and IT to develop tools which utilize Pega's recommendation engine to leverage various data to predict the best offer for a customer in real time, across channels to ensure that the right message is delivered at the right time.

Past experience includes leading consulting teams in the development and execution of projects and campaigns, using strategic digital marketing to build business. Constantly testing and optimizing by applying data insights to drive ROI for leading brands such as: Barnes and Noble College, Facebook, Verizon, Disneyland, Pella Windows, NFL, HP, Coldwell Banker, BET, HBO and many more.

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Tim Beachus-headshot

Tim Beachus

Vice President, Cloud Services, DPA, AI, Virtusa

Tim joined the Virtusa BPM/DPA practice to drive business development, solution development and customer success around Cloud, Digital Transformation and AI services. Tim has 20 years’ experience of the Pega platforms, having started at Pega in the Advanced Engineering team. He was a contributing founder member of the design team of technology, engineering, and architecture for the 4th generation platform – PRPC – now known as Pega Infinity. He also worked in the Pega Consulting and Pega Cloud business and attained the CSA, g/f CLSA, CMBB and CDA Pega certifications during his tenure.

Prior to Pegasystems, Tim led Technical Architecture for Boston-based Fidelity Investments BPM/Workflow Automation group, serving internal customers with business process automation solutions.

Tim lives in Massachusetts with his wife and two dogs. His kids fled long ago…

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Ken Benner-headshot

Ken Benner

Industry Market Leader, Communications and Consumer Services Lead, Pegasystems

Pega's go-to-market strategy for communications and media. 20+ years building world-class CRM and telecom software products and GTM strategies. Responsible for GTM strategy, driving digital transformation, and growing customer engagement for the world's leading organizations. Former consultant and product manager with patents in OSS/BSS solutions.

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