VERIZON

TRANSFORMING THE CUSTOMER EXPERIENCE FOR BOTH CONSUMERS AND BUSINESSES

Over the course of 3+ years of working with R/GA’s largest client, I wrote, led, and consulted on copy and verbal design for more than a dozen projects for Verizon, touching nearly every aspect of its business. Much of the work focused on helping to digitally reimagine various aspects of how their customers of all types engage with the brand. I helped implement a systematic approach to brand voice across Verizon’s entire digital ecosystem to unify and strengthen it at every touch point.

AGENCY: R/GA

ROLE: Creative Director, Copy / ACD, Copy

VCG (verizon consumer group)

Verizon Consumer Group was at an inflection point. Its sprawling organization spanned an array of business units, from Wireless and Wireline to Home, each with its own priorities and challenges in the face of accelerating technological change. At the same time, marketing leadership was pushing to rein in some of that sprawl and reinforce brand unity in an initiative known as One Verizon. The projects I worked on with them were disparate in nature but nearly always entailed some mix of two imperatives: support innovation and unify brand expression. 

How can I sum them all up in a minute or less? Well, they actually asked us to do exactly that, so we put together this quick little sizzle:

Did that go by a little fast? No problem. Feel free to take a closer look at how my copy direction helped shape some of these individual projects here.

VBG (VERIZON BUSINESS GROUP)

When people think CX, they’re often thinking of consumers, but B2B is an enormous and vital part of Verizon’s business. It engaged R/GA to lead some of our partner agencies across the IPG Network in retooling their B2B experience to make it simpler and more compelling. But how were we going to do that across thousands of pages? Again, please step into my one-minute elevator ride:

That’s still covering a lot of ground quickly, so you can take a closer look at how my copy leadership played a pivotal role in this effort here.