With the increasing demand for faster, more personalized services, telecom companies are under pressure to innovate and stay ahead of the curve. Verizon Business, a leader in the telecom space, has been actively investing in cutting-edge technologies to meet these challenges.
In a recent interview with HCLTech Trends and Insights, Chau Dang, Vice President of Operations, Governance and Strategy at Verizon Business, spoke about how her company is embracing these changes and leading the way in customer experience, AI adoption and infrastructure development. HCLTech and Verizon Business are working closely to drive this transformation forward in managed services.
AI in shaping the future of telecom
The integration of AI technologies, especially generative AI (GenAI), offers telecom companies the ability to drive smarter, more personalized services, improving both customer and employee experiences. When asked about the trends and innovations that excite her most, Dang didn’t hesitate to mention AI. “I think what excites me the most is the ability for AI to be so pervasive and iterative in how it evolves,” she explained. “From the consumer side to the employee experience, it’s transforming everything.”
As she highlighted, a happy employee leads to a happy customer. “We’re able to deploy AI and GenAI into every part of what we do, whether it’s how we deliver services or enhancing the employee experience,” she added. This holistic approach to AI is essential for companies looking to stay competitive in an increasingly customer-driven market.
A key aspect of this AI integration is the ability to create deeply personalized customer journeys. Dang emphasized how important it is for companies to not just address customer issues quickly, but to ensure the entire experience feels tailored to individual needs.
“Customers are looking for experiences that are unique to them. When you have an issue, you don’t want to be sitting in a queue waiting for a response. GenAI can help streamline and personalize that experience,” she said.
Verizon Business has been leveraging AI in customer service for some time, but Dang sees the potential for even greater impact in the future. “As we look to innovate, the next generation of AI will enable us to create more tailored solutions for our customers,” she noted, adding that this will involve curating services and products with AI deeply embedded in the delivery process.
Cloud computing: A critical enabler for telecom
Beyond AI, Dang acknowledges the growing importance of cloud computing in the telecom industry. Verizon Business has made significant investments in 5G and she views cloud computing as integral to enhancing the network’s capabilities. “The ability to bring applications closer to the edge and wrap it all in a layer of security, is critical,” she explained.
Cloud-based solutions are not just about efficiency, but about ensuring the speed, security and availability of applications. With heightened threats in the digital space, Verizon Business’s focus on building a secure, reliable infrastructure is essential for long-term success.
As customers increasingly demand cloud-based services, the challenge lies in balancing the need for speed and connectivity with robust security measures. “We have to evolve with regards to security, especially as we deploy in a cloud environment,” she stressed.
Verizon Business has invested heavily in building the foundations for things like connectivity and data centers. This investment is designed to support the future demands of AI, large language models and bespoke customer solutions.
While some may view the development of telecom infrastructure as a challenge, Dang sees it as a crucial opportunity. “What we’re building today will enable us to support the bespoke solutions our customers are asking for in the future,” she said. For Verizon Business, this is not just about staying ahead of the curve — it's about positioning itself to thrive as the telecom industry continues to evolve.
The road ahead
As Verizon Business continues to innovate and lead the telecom industry, Dang is optimistic about the company’s ability to adapt to the changes brought on by AI, cloud computing and the demands of a more personalized customer experience. But she also understands that the future requires a continued focus on infrastructure, security and the customer and employee experience.
“We’re at a crossroads where the opportunities are immense,” she concluded. “But to fully realize them, we must remain committed to innovation, security and most importantly, ensuring that our workforce and leadership reflect the communities we see in the world.”
