Chris Campbell
- Role
- Lead Experience Manager - Cx Transformation at Verizon
- Location
- Branson, MO, US
- LinkedIn followers
- 500 followers
About Chris Campbell
I am an experienced management professional with 20 years of experience in strategy…
Experience
Lead Experience Manager - Cx Transformation
Jan 2021 — Present
Leading Verizon\'s Trade-In program to deliver incredible OMNI Channel Customer Experience and maximize revenue across Verizon Consumer Group- Leveraging customer and employee feedback to develop a best-in-class trade in program-$50M savings implemented throughout Verizon\'s Trade-in Program. Spearheaded a long-term consumer channel Trade strategy with cross-functional & cross-BU initiatives. Developing a multi-year backlog, reporting, and journey maps to identify opportunities and implement change- Verizon received 2023 Brand Experience Award in the Last Mile & Fulfillment Experience category: Designed and delivered Trade Return Choice, providing new ways to return trades, flexibility to change your mind, and customer-centric communication, used by all consumer assisted and digital channels. Savings $20M annually- Led communications reviews to implement improved communication strategy, leveraging improved backend architecture to align rich communications with customer journey- Aligned improvements with internal teams and external vendors to deliver improved order flow, reducing defect rate and removing more than $5M in support costs annually.
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