#customer

People on the phones seem to be more adversely affected than most. Leadership has checked out. For most, support is non-existent. Veterans saying it is the worst it has ever been. Some are talking about walking.

Its just comedy at this point. Fourth P1 ive seen this peak season where the entire Optum tech ecosystem cant hit endpoints, all from this vendor tech that we didnt need that ESRO forced everyone to switch to.

A P1 during peak season used to be rare, now its a almost weekly occurrence here. This company is a mess and is gonna lose all its customers

Perhaps investors should look at one metric for the future growth of Croda, customer satisfaction. By the looks of the company’s news releases it has been since June 2022 that Croda has been awarded anything from a customer. In the June 2022 instance it was for sustainability efforts. It would be interesting to learn the last time they were even nominated for supplier of the year or similar by any of their customers. Customers do find alternatives, they do shut access to development programs, and don’t care if it’s the smartest science.

A shame if all the American skulls Dan collected doesn’t stop customers from leaving and vz misses its numbers.

Get rid of it ! You are wasting everyone's time. Whoever purchased the application is getting kickbacks on or in the back end. Siebel ran better than this. And we all know where that got us. I have never seen a more inept application. Have you ever counted the number of screens that flash on your tablet when trying to run salesforce just to have it transfer the customers account into opus ? Screens that just go nuts and serve no purpose. 9 different screens that go crazy and bouncing ba--s too. And security.......... total lack of security. We took a step backwards in securing customer accounts.

I have been in the 90th to 100th percentile of surveys for three years running in my organization. I connect with the customers and have saved countless customers and im not in loyalty.

Its bullsh-t.

The suspense is ki-ling me. Anyone heard anything on how it's going? Are we making customers lives better? Success stories of any kind?

I thought this guy Dan was about customer and employee first experience. Looks like my experience so far is sh-t. Makes me miss Hans

It’s funny how management was always telling us to sell sell sell, follow the prices even if I had to sell to 90 year old lady who is being transferred to assisted living facility who needs a landline just so she can talk to her son every Sunday but I have to ask her does she stream and she don’t know what that is. All of a sudden we customer focused it’s now be nice to the customer do what’s right for the customer, whatever, we have always said that but this regime was always about money money money and now look Dan laying people off left and right. We did this to our selves! Yes everyone is in the business to make money but let’s use common sense. Customer dies , but you want us to ask the daughter or son do they want to take over the internet. Yeah change this sh-t Dan!!

What happened with poor clients who were onboarded to this technological marvel just before they announced DXC is giving up on it?

Did some research this weekend. T-Mobile has a family plan special. 4 free iPhone 17s at $25 per line (approx $140/mo with taxes/fees).

https://www.t-mobile.com/offers/apple-iphone-deals?INTNAV=tNav%3ADeals%3AApple

https://www.thecity.nyc/2025/11/17/anthem-unitedhealth-emblemhealth-lawsuit-health-insurance/

what is apple going to do when Qorvo goes away.

Had an interesting conversation with one of our customers today that said our CPO spoke to them in a condescending away, brushed aside their concerns, mumbled something about AI and the just walked away. We should probably have our sales team interact with customers only, it seems like we don't have a customer facing product team at all.

@"the men and women who built this into a once great company."

Seriously, Verizon was NEVER a "Great" company. They never invented any groundbreaking technologies nor created any new markets nor set any significant business or technology trends.

Verizon (Bell Atlantic & Nynex) was spawned from AT&T (AKA, "Ma Bell") and grew primarily thru acquisitions (GTE, Alltel, MCI and potentially Frontier). Yes, they built out an excellent network but their real success come from leveraging sheer mass scale.

AT&T and IBM would be examples of truly great companies. Verizon is an "also ran" company who's day in the sun is fading because it ignored it's customers.

Sold two rack servers to this guy, told him if he buys another 3 I will front another one for free. 1.5 percent margin

We have always put customers first!

Oh wait it’s Dan on Horseback.

…so sorry and heartbroken to read all these posts today. Best of luck to everyone impacted by this disaster to Verizon.

It's going to be tough to right the ship after being so anti-customer for decades now.

I used Verizon cellphone service for a year in the late 1990's for sales position and was so put off by the overall experience I switched at first opportunity back to AT&T. In the mid-2010's I tried Fios and had the same terrible experience. Different LOB, same BS.

Verizon has a bad reputation with customers that will be difficult to shake off with promotions.

• So true, @b9+1ka9d2vw1*

Roles span network engineering, customer service, retail operations, IT, and enterprise sales—skills highly transferable to other telecom, tech, and infrastructure firms.

The broader telecom job market in 2025 remains robust, fueled by 5G/6G expansions, fiber optic buildouts, and remote work demands, creating 3.8–4.6 million new jobs globally. U.S. telecom operators and vendors are hiring tens of thousands for network operations, field services, and support roles.

Companies Likely Hiring Verizon-Aligned Talent

Based on current 2025 job market trends, here are key companies actively recruiting for telecom-related positions. These firms value Verizon experience in areas like wireless infrastructure, customer support, and network management.

I’ve prioritized major players with open roles in engineering, sales, and operations, drawing from industry hiring data and job boards. Focus on updating your LinkedIn and resume to highlight transferable skills (e.g., 5G deployment, VoIP systems, or CRM tools) for faster applications.

AT&T

Largest U.S. telecom rival; aggressively expanding fiber and 5G networks, adding ~400,000 postpaid lines in Q3 2025. No major layoffs reported this year; hiring to offset retirements.

T-Mobile

Fast-growing carrier with 1M+ new lines in Q3 2025; focuses on affordable plans and 5G private networks. Actively recruits from competitors for enterprise and retail talent.

Comcast

Entering wireless aggressively via MVNOs; needs Verizon retail and broadband experts for store expansions and customer migration.

Charter/Spectrum

Recent $34.5B merger with Cox boosts hiring in cable-to-wireless transitions; targeting infrastructure roles amid store growth.

Crown Castle

Tower infrastructure giant; Verizon’s 5G partners often transition here for site acquisition and maintenance roles. High demand due to neutral-host 5G builds.

Ericsson

Global telecom equipment leader; hires for 5G/6G R&D and deployment. Verizon enterprise team cuts create direct pipeline.

Nokia

Similar to Ericsson; expanding U.S. private networks for ports/industry. Seeks ex-Verizon engineers for hardware/firmware roles.

Granite Telecom

Mid-sized provider of enterprise telecom solutions; partners with Verizon for resale. Hiring for growth in VoIP and cloud services.

TDS Telecom

Regional carrier focused on rural broadband; entry-to-mid-level hiring for field and sales, with strong benefits for ex-corporate roles.

Additional Tips for Landing a Role

• Timing: November–December hiring slows, but January 2026 ramps up. Apply now via LinkedIn (use “Open to Work” banner) and job sites like Indeed, ZipRecruiter, or Telecom-specific boards (e.g., FieldEngineer.com).

• Severance Leverage: Verizon’s packages include 60-day WARN notice, extended benefits, and outplacement services—use them for resume coaching and networking.

• Upskilling: Free resources like Coursera’s Google IT Support cert or CompTIA Network+ can bridge to high-demand areas like cybersecurity or AI in telecom.

• Networking: Join groups like “Telecom Professionals” on LinkedIn or Reddit’s r/telecom for insider leads. Former Verizon colleagues are already sharing opportunities in these spaces.

Even though employees get a company discount, I would expect to see more lines/service cancelled for those impacted with the upcoming layoffs..

I recently found out that Hughes doesn’t actually own the Jupiter-3 satellite, it’s leased from EchoStar, and Hughes pays about $190 million per year for that lease.

I also learned that the SpaceX–EchoStar spectrum deal includes a clause requiring EchoStar/Hughes to refer new customers to Starlink. Essentially, if someone wants satellite internet, EchoStar will direct them to SpaceX’s Starlink service . Bonkers 🤯

Are customer even buying this sh-t to justify all the hype or is leadership getting fired soon?

I'm curious how do folks feel about SAS' Agentic AI solution (Retrieval Agent Manager) that was GA'd last month? Is anyone seeing much customer interest or demand to date?

https://www.sas.com/en_us/news/press-releases/2025/september/retrieval-agent-manager.html?utm_source=advocacy&utm_medium=social-sprinklr&utm_content=18284842199&utm_term=18284842199

Confirmed today by SVP in town hall that customer center group for one of the biggest clients will go away. They are taking it back like some other posters mentioned. Plan is for it to go back in May 2026. Big loss.

Hi everyone, I'm sorry for what's happening this week. I hope Target doesn't just turn around and post those roles in India.

Anyway, the top 10% of earners drive 50% of consumer spend. The other 90% are tapped out, and offshoring jobs definitely won't help those 90% get back to their typical spend levels that companies like Target rely on. So companies are increasingly marketing to the top 10% but that's just eating seed corn, not a growth strategy. Even then, my household is in the top 10% and shopping in a Target store has become something to avoid if at all possible. We'd rather have stuff delivered than deal with the hassle. So, I want Target to survive but if the plan is to offshore in India they're contributing to the decline of their own customer base, and deserve to go the way of Sears and Kmart.

As a shopper of Target, it feels like the real issue is the quality of experience in your stores. Not sure how this gutting/reorg at HQ will solve any of the true problems that exist. The reality is the cleanliness, organization, employee availability/guest interaction, and in stocks have all fallen off the cliff. These are retail fundamentals that have nothing to do with speed in making decisions at HQ. Just last night there had to be 4 to 5 key grocery items not in stock. This is driving me to go to other retailers which are starting to become my #1 shopping location due to them have products in stock. Hopefully your senior leaders do actually monitor this to get the message. They don't listen to normal feedback channels.

Avaya told one of the largest customer bases in the world to "F-off", except for the 1500 elites. This screams "Invest in Avaya and we'll always have your back, except when it's advantageous for Avaya". So I'm sure after the mass exodus is complete, the customers will have had the final say.

Do you know how stupid it sounds to call your demoted manager a Lead in front of the customer?

We don’t have managers anymore when it comes to escalations and I wouldn’t be looping in a director because it would look even more stupid to the customer.

What are we supposed to do when the customer wants to speak to the manager? Did the leadership think about this at all???

What steps can the new CEO take to stop losing subscribers? What can be done to reverse something that's been going on for a while?

I look after the Gartner contracts for a large multinational. Am curious as to internal position on AI, with deep research now I can often get better insight from a broader fact base faster and more tailored to what I need. What is the internal talk about using this for better research? Forrester has with their Izola. Also what’s the deal with sales teams, they seem super desperate at the moment, nearly threatening with things like price increase if you don’t renew early, or sign up to this or that, real hard sell, justify to me how you could possibly survive without Gartner etc. is that just my account?

running from one escalation to the next. what did they think was going to happen?
maybe mckinsey should join the next mad customer call and explain to the customer they should actually be happier, because ratios of much less people that know what they are doing is actually "improved practice"

Atleast with Cigna, I can buy their stocks. USAA is customer owned and gives it policy holder dividends. Can policy holder of HCSC limit executive pay or play a role in governance?

one thing i used to enjoy in corporate sales was the little game of keeping managers away from customers.

it was never about being mean, it was about survival. a manager in a meeting could turn a smooth sales call into chaos. they would talk too much, go off topic, or stumble on details that mattered to the client. i knew that keeping them out of the room protected the deal, and honestly, it protected me too.

every month during one-on-one check-ins, the question would come up: why am i not joining your customer appointments? i would put on a serious look, pull up my calendar like i was searching, and act thoughtful. after a pause, i’d say something like, i might have something next week where your help could be useful.

of course, i never followed up. no invites ever went out. by the time the next month rolled around, the same conversation would repeat, and the cycle kept going.

that small trick kept my meetings cleaner, my customers happier, and my sales life a whole lot easier.

Ok so those old long time customers that keep the lights on, any insight on if we are loosing any of them? All I see is Infinity this and MCP but are the old big customers really interested? Love to hear any insights as it will make my decision on jumping easier.

Edward Jones culture is long gone. Please reference what made this place special and how they ki-led it.

I’ll go first: Our customer is the branch team and we should move Heaven and Earth to help them achieve what they are asking for. Next!

In my professional opinion, AI is the best cust. Svc tool since sliced bread. The point of access to it wasn't well thought out. It's on a tool that can bring a rep a zero call for touching it during a call when it's needed. Maybe that's the intention to bait good workers into a zero call. Then QA can tag it as Egregious and that good worker gets written up by HR. There's even a man that took the attrition highway and quit due to getting an Egregious score for looking at their timesheet waiting for customer information to load. They quit because they thought the alternative of being written up by HR for looking at a work document while waiting for a slow loading system is totally absurd. Seems like the company wants attrition, and wants people to be fired when written up by HR. That saves the company from having to pay severance. As the man said who quit, the writing is on the wall. Keep your pizza and just treat people right until you displace them. There's your employee survey. Anonymous.

So everyone from management to associate union to nonunion has this question concern.We all see the company pulling back from everything losing customers in every line of buisnesses!!We see them sometimes actively attempting to send our customers to the competition.What is the strategy or is this just no leadership and mismanagement.It does not matter if it’s on wireless side ,the landline business side or residential side.One thing is clear does Verizon want to be in any business or are the few at the top just trying to milk what they can while sending Verizon down the tubes??Serious question because anyone who needs to work a few more years in Verizon or has invested money in Verizon really is concerned

So according to our CMO, we don’t need to worry about the presence report any more - she seemed surprised at how much people couldn’t stand it. And market based culture is just about focusing on the customer, not Amazon-style rank and yank sweatshop BS - he barely ever used the word customer in his screed. There does not seem to be a lot of alignment here.

Where is the CPO? Haven’t seen him on any of our customer calls and we’ve been getting those customers.

I was wondering if anyone could share a summary of what is happening internally there. I've read through some of the posts and they've helped explain some things, for example we had reached out to the Costa Rica office in the past were making progress, but then everything stopped, with no explanation. And I read in a post here that the office was sold last year?

I'm reading about numerous offices closing, and everyone being asked to work at designated offices by a certain deadline (March 31, 2024)? Is that true? Which obviously is leading to a good number of employees leaving. Does anyone have an overview of which DNA teams are gone/still left? We try to be as understanding as possible but the lack of response for months is very troubling on our end. If anyone is willing to provide a high level summary, I would be grateful.