Elevating Verizon customer service with empathy training in VR

Verizon provides a business-critical network to the largest companies in the world, so separating employees from business impact is almost impossible.

Verizon’s customer service associates regularly face high stakes situations that they must not only fix, but also de-escalate in the process. That’s why their L&D team does everything they can to enable the workforce with the integral soft skills needed to both solve problems and build deeper connections with high value customers.

Join Cleopatra Scott, Director of Global L&D for Verizon Business Services, as she shares Verizon’s path to a transformed customer experience using immersive learning for soft skills and customer service training. Strivr Chief Science Officer, Michael Casale, PhD will also make an appearance to shed light on the science behind what makes VR such an effective medium for building empathy and practicing difficult customer conversations.