Summary
Dan Schulman, the CEO of Verizon, reflects on the challenges and opportunities facing the company as it undergoes a significant transformation. After accepting the CEO role, Schulman recognized that Verizon had been losing market share and customer satisfaction, prompting a need for a cultural shift towards prioritizing customer experience. He emphasizes the importance of treating customers as individuals rather than mere accounts, launching initiatives like "Every Customer Has a Name" to enhance service quality.
Schulman details the company's strategic focus on becoming more customer-centric while also preparing for the future of technology, particularly artificial intelligence (AI). He acknowledges the potential disruptions that AI may bring but insists on the necessity of reskilling employees to adapt to these changes. Schulman has implemented extensive training programs to ensure that all employees can effectively utilize AI tools, aiming to position Verizon as a leader in the evolving tech landscape.
The CEO outlines a three-year plan for transformation, which includes confronting existing issues, institutionalizing changes, and ultimately becoming an AI-native organization. He believes that success will be measured by improved customer satisfaction, reduced churn rates, and overall employee engagement. Schulman’s leadership philosophy centers on being authentic, humble, and transparent, fostering a culture that embraces change and innovation.
Show Notes
What does it really take to turn around a company in the middle of massive disruption? In this episode of HBR IdeaCast, Verizon CEO Dan Schulman explains how he approached the challenge of leading the company into the AI age. He shares why putting customers—not engineering—at the center of the business required a fundamental shift in culture, how leaders can prepare employees for an AI-native future, and why successful transformation depends on reskilling people while being honest about the disruption ahead.Uploaded 09-09-26Books, tools, and more: store.hbr.orgFollow us:https://hbr.org/https://www.linkedin.com/company/harvard-business-review/https://www.facebook.com/HBR/https://twitter.com/HarvardBizhttps://www.instagram.com/harvard_business_reviewSign up for Newsletters: https://hbr.org/email-newsletters#HarvardBusinessReview #YourCareer #Career #Job #Work #Business #Harvard #HarvardBusinessSchool Copyright © 2026 Harvard Business School Publishing. All rights reserved. Learn more about your ad choices. Visit megaphone.fm/adchoices Learn more about your ad choices. Visit megaphone.fm/adchoices
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