Hear from Richard Dalton, Head of Consumer Design at Verizon, on the value of human-centric design and the importance of curiosity to a transformation

In this episode, Richard Dalton, Head of Consumer Design at Verizon, discusses how businesses can revamp their services with a human-centric approach. From handling customer interactions to tackling high costs, Richard emphasizes the importance of putting customers and employees at the forefront. He shares insights on the interconnection between the customer and employee experience and how driving thoughtful improvements can be a catalyst for change by creating a trifecta win, a win for employees, a win for customers and a win for the bottom-line. He explains why he believes fostering a culture of curiosity is so important to a service transformation.

 

Richard Dalton
https://www.linkedin.com/in/richarddalton/

 

Wil Lombardi
https://www.linkedin.com/in/william-lombardi/

 

Fred Jambukeswaran
https://www.linkedin.com/in/fredjam/