Verizon appoints Brian Higgins as chief customer experience officer

Verizon (VX) is investing more in customer experience with the creation of an organization dedicated solely to creating the best experiences for customers and employees. Under Verizon Consumer CEO Sowmyanarayan Sampath, Brian Higgins has been appointed as the company’s first-ever Chief Customer Experience Officer for the consumer group. Former Walmart (WMT) executive Dory Butler will join Higgins as senior vice president of Customer Experience, where she will lead the development and delivery of high-quality sales and service experiences focusing on the end-to-end consumer journey. The company said, “The Customer Experience Organization will invest heavily in transforming the way customers do business with Verizon, and how our employees serve them. Focus areas include AI and personalization, digital channel and systems functionality and delivering best-in-class experiences across all consumer touch points. The team will create a more simplified approach and help deliver customized experiences based on customers’ and employees’ unique needs.” Higgins previously served as senior vice president of Device Marketing and Consumer Product where he led all product and marketing for the Verizon Consumer Group.