Case Study: BlueJeans by Verizon achieves improved customer retention and programmatic CX with Birdeye

Walt Weisner makes customer experience programmatic

BlueJeans by Verizon, led by Chief Customer Officer Walt Weisner, needed to make customer experience programmatic to protect recurring revenue in a competitive SaaS market. The challenge was measuring CX across the entire customer lifecycle, closing the loop on feedback, and improving onboarding so customers become loyal, referencable users. To address this, BlueJeans partnered with Birdeye and adopted a CX platform and tools to capture voice-of-customer data and track experience end-to-end.

Birdeye implemented lifecycle-wide measurement, closed‑loop feedback workflows, and a focus on the critical first 90 days of onboarding so issues are identified and resolved proactively and insights are routed back to product and support. As a result, BlueJeans improved onboarding effectiveness, reduced churn risk, boosted customer loyalty and referenceability, and established repeatable CX processes driven by Birdeye’s platform.

BlueJeans

Walt Weisner

Chief Customer Officer