Case Study: Verizon Communications achieves fewer customer service inquiries and higher customer engagement with SundaySky Video Platform

Verizon Communications - Customer Case Study

Verizon faced the challenge of delivering a customer experience that matches rising expectations across device shopping, delivery, installation and onboarding—especially when customers don’t always know what information they need. To meet that challenge, Verizon partnered with SundaySky to explore proactive, personalized ways to surface the right information at the right moment.

Using advanced analytics, AI/ML and the SundaySky Video Platform, Verizon delivers tailored explainer videos throughout the customer journey. The videos engage customers, drive repeat views (about 36 million views per year) and reduce a share of customer service inquiry calls, demonstrating clear business impact through higher self‑service and improved customer satisfaction.

Verizon Communications

Phil Leininger

SVP, Head of Customer Experience