Sample Customer Advisory Board Deck

Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or
distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement.
September 24, 2018
Retail Travel &
Distribution CAB.

Welcome and
introductions.
Michele Dupré
Group Vice President
Vertical Markets
Verizon Enterprise Solutions

This document and any attached materials are the sole property of Verizon and are not to be used by you
other than to evaluate Verizon's service.
This document and any attached materials are not to be disseminated, distributed or otherwise conveyed
throughout your organization to employees without a need for this information or to any third parties
without the express written permission of Verizon.
© 2018 Verizon. All rights reserved. The Verizon name and logo and all other names, logos and slogans
identifying Verizon's products and services are trademarks and service marks or registered trademarks
and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other
countries.
All other trademarks and service marks are the property of their respective owners.
Proprietary statement.

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Application Features:
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The Event App.
2018 Media, Entertainment & Technology CAB.
Kyle Hamilton to update for RTD

Customer Advisory Board.
Charter: Objectives: Ongoing dialogue:
• Explore strategic business
issues
• Define challenges
and needs
• Coordinate efforts for
mutual benefit
• Share perspectives
• Align on solutions
• Validate Verizon’s direction
• Conduct annual face-to-face
and virtual meetings
• Come together for roundtable
discussions

Agenda.
1. Introductions – Member Expectations / 2017 Readout Michele Dupré
2. Keynote Address: Power your Performance: Unleash the
Combined Force of Brand and Culture
Denise Lee Yohn
Guest Speaker
3. Verizon’s Strategic Transformation Tami Erwin
4. Break
5. Mobility & 5G Customer Panel Justin Blair &
Jason Elliott
6. Innovation showcase, reception and dinner

2017 Customer Advisory Board.
April 5-6, New York City.
Topics of Greatest Mindshare:
• IT workforce shift, culture
and mindset
• Edgecast/AOL (CDN)
• De-risk & cost-justify AR and AI
use cases
• How can Verizon help make the mind
shift to SDN
(beyond technology)
• Explore and discuss security
intelligence beyond CISO office

Since we last met - virtual CAB webinars.
We look forward to your suggestions for future Virtual CAB webinar topics.
Data Analytics and Mobile
Security Index
April 2018
Cyber Security
September
Artificial Intelligence
December

Introductions
• Name
• Role in organization
• Biggest challenge / Area of opportunity
• Customer advisory board
(CAB) expectations

Live Poll.
Verizon Welcome & Introductions.
What is your baseline understanding of
Verizon’s solution roadmap?
Scale 1 - 5 (5 highest)

Keynote speaker:
Power your
Performance.
Denise Lee Yohn
Brand Leadership Expert and Author of
“What Great Brands Do” and “Fusion”
Unleash the Combined Force of
Brand and Culture.

Placeholder for
Denise’s slides.

Retail, Travel &
Distribution
Customer
Advisory Board.

Verizon’s Strategic
Transformation.
Tami Erwin
Executive Vice President
Wireless Operations
Verizon

Placeholder for
Tami’s slides.

Mobility & 5G Panel.
Moderator: Justin Blair
Executive Director
IoT & Wireless Business Products
Verizon
Jason Elliott
5G Market Development Director
Nokia

The future is now.
2015 2016
Apr 25 - The expected commercial launch is based on
customer experience and on Verizon’s confidence in new
technology powered by millimeter-wave spectrum.
Mar 28 - Verizon unveils public safety private core,
preemption and mobile broadband priority services
Feb 1 – Verizon carries successful data session on new
NB-IoT Guard band network
2018
Verizon to launch 5G Wireless residential
broadband services to 3-5 markets in 2018
Feb 22 - 5G pilot in 11 Markets
Mar 30 – Launches first industry LTE
CatM1 nationwide network for IoT
Apr 6 – 4G LTE Flying cell site drone
Jun 30 – Conducts first successful live
OTA VoLTE call using Cat M1
Aug 2 – Wireless speed reaches 953
MBPS in real world
Jun 11 – Verizon claims first in 5G
radio specification
Verizon continues to lead the
industry by completing the first 5G
radio specification which provides
guidelines to test and validate
crucial 5G
technical components
Aug 29 - 2-3 Channel carrier
aggregation
Verizon launches carrier
aggregation bringing 50% faster
peak data speeds to customers in
461 cities.
Sept 8 - Verizon presents 5G
technology roadmap
Ahead of industry expectations,
Verizon commits to begin 5G
technology field trials, introducing a
new era of technology
Apr 28 - Software defined network
strategy
Verizon transforms its network with
the implementation of a software
defined network (SDN) architecture.
Services and applications delivered
rapidly
to customers
Aug 21 – Gigabit LTE reaches speeds of
1.07 Gbps
Aug 28 – Showcases first end-end band
48 CBRS (3.5Ghz)
Sep 11 – Demonstrates 5G intelligent
video surveillance
Oct 17 – Expedites trials of 5G NR
mmWave Technology
Dec 12 – Opens 5G incubator in NYC
Dec 27 – MIMO trial for 5G
This slide is from the METS CAB (MAY
2018) and has had previous marcom
and legal approval
2017

Be prepared to act fast to deal with accelerated speed of change
Accelerating speed
of change in technology
t2019 2020 2021 2022
Be prepared to act fast to deal with accelerated speed of
change
Nokia slides, do
not format

The power of connectivity and data, addressing your business
challenges
Challenges
Consistent, reliable connectivity
Providing information that is accurate and In
context
Taking timely actions and improving experiences
Solution
Multi-access (wi-fi, LTE small cells) moving to 5G
Open, programmable & flexible network
Data processing at the edge
Venue or Enterprise campus
Voltage overload!
4 offers discovered!
The power of connectivity and data, addressing your business
challenges
Nokia slides, do
not format

Mobility & 5G Panel.
Moderator: Justin Blair
Executive Director
Verizon
Jason Elliott
5G Market Development Director
Nokia
Stephen Escher
Vice President, IT and Security
Diamond Resorts Holdings, Inc.
name
title
Company
name
title
company

5G: The future is closer than you think.
5G
High speed
Near instantaneous
response
Connecting
Internet of Things
Application
delivery network
Intelligent
edge network
Innovating and
evolving 4G Security
and legal approval

Live Poll.
5G & Internet of Things Wireless Panel.
What 5G technologies do you see having
the biggest impact on your business
and customers?

Live Poll.
What are your current challenges when
deploying emerging technology use cases?

Live Poll.
Concerning mobile security, which of the
following actors are you most
concerned about?

Unleashing the
potential of 5G…
1. Addresses a diverse set of business challenges
2. Encompasses a broad set of technology capabilities
3. Development and planning is now

RTD CAB Peer
Breakout Ballot
Title:
Rank
(1 – 4)
Industry disruptors in the Digital World
What industry disruptors do you see now and anticipate in the next three
years? What new competitors have or soon will enter the market? What
new capabilities or technologies or other changes are required today for
you to be prepared for the identified disruptors?
Frontiers of Customer Experience
Is it science or art? The frontiers of CX embrace technologies like
analytics, AI, AR/VR, Blockchain, IoT, Edge Applications, open API’s and
5G. That is not enough. To be successful these technologies need to be
combined with concepts of Design Thinking, the “continuous” test and
release of software and even societal change. They also need to
affordable, scalable, and secure. Which technologies and what
methodologies need to combine to have the most impactful, immersive
experiences for customers and enterprise users?
Capitalize on a Data Driven World
Users expect personalized and instantaneous experiences. What tools,
techniques and tech is needed to enable compelling digital customer
experiences? Customers want to be in catered based on their
preferences, trends. How does the enterprise grapple with the real time
status and location of customer, order/booking/inventory along with the
context?
Balancing Security & Friction
As security threats evolve and digital transformation continues, there may
be a fine line between appropriate risk management and the friction that
consumers, enterprise users and partners tolerate. What are the
technologies and techniques needed to protect privacy, data, identities,
and systems? How much risk is there to the brand to protect customer
and loyalty data?
Please rank the options on your
ballot from 1 – 4 in order of
preference. You will be grouped
according to your 1st or 2nd choice.

Innovation Showcase Experience.
A trusted advisor at every stage of your digital journey.
Conversational Commerce
Conversational IVR
Critical Asset Management
Fleet & Asset Tracking/Mgmt
Nokia
• 5G for Enterprise
Art of the Possible Use Cases Experiences Partner
LTE Digital Signage
Digital Signage Platform w/
Oath integration
* Complementary One Talk demo to
be available.

Hosts: Michele Dupre and
Mike Ruhnke
Table
Table
Table
Table
Hosts: Mark Sidwell and
Howard Faber
Table
Table
Table
Table
Group 1 – location Group 2 – location

• Download The Event App via the Apple App Store® or
Google Play Store®
• Enter your email address that you registered with to access
the event
• Agenda
• Live Polls
• Event Survey
The Event App.
2018 Media, Entertainment & Technology CAB
Kyle Hamilton to update for RTD

September 25, 2018
Retail Travel &
Distribution CAB.

Welcome back.
Mark Sidwell
Director
Wireless Business Group
Verizon
Marcom please ensure title slides are consistent throughout

This document and any attached materials are the sole property of Verizon and are not to be used by you
other than to evaluate Verizon's service.
This document and any attached materials are not to be disseminated, distributed or otherwise conveyed
throughout your organization to employees without a need for this information or to any third parties
without the express written permission of Verizon.
© 2017 Verizon. All rights reserved. The Verizon name and logo and all other names, logos and slogans
identifying Verizon's products and services are trademarks and service marks or registered trademarks
and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other
countries.
All other trademarks and service marks are the property of their respective owners.
Proprietary statement

• Download The Event App via the Apple App Store®
or Google Play Store®
• Enter your email address that you registered with
to access the event
• Agenda
• Live Polls
• Event Survey
The Event App.
2018 Retail, Travel & Distribution CAB
Kyle to provide updated slide

Introductions
• Name
• Role in organization
• Biggest challenge / Area of opportunity
• Customer advisory board (CAB) expectations

Agenda
1. State of the Business George Fischer
2. Strategic Discussion Breakouts Tim Stevens, Ravi Krishnamurthy
3. Lunch
4. Peer breakout groups Mark Lira, Tim Stevens, Ravi Krishnamurthy
5. Peer breakout groups readout Mike Ruhnke
6. Closing comments and next steps Michele Dupre, Mark Sidwell

Member expectations.
Understand
Verizon Roadmap
– learn what’s
coming next
Staying ahead of
trends: AI,
machine learning
and predictive
analytics
Peer networking
Retiring of legacy
systems and
integration
Agility and speed
to market
5G and
mobile first strategy
Enhancing
customer and
employee
experience
Digitization /
automation of
processes
Best practices for
digital
transformation
Learn how to do
things better and
more efficiently

State of the Business.
We don’t wait for the future.
We build it.
George Fischer
Senior Vice President & Group President

Placeholder for
Fischer Slides

Strategic
Discussions
Mark Sidwell
Director
Wireless Business Group
Verizon

8:30 am – 10:00 am (attend 1 of 2):
Topic 1: Network strategies to create compelling customer
experiences
Presenters: Tim Stevens / Viraj Parekh
Table Captains:
Location: Cambridge III
Topic 2: Mobile infrastructure strategies for the evolving
needs of the digital customer in a 5G world.
Presenters: Ravi Krishnamurthy / Justin Blair
Table Captains:
Location: Devonshire IV
10:30 am – 12:00 pm (attend 1 of 2):
Topic 3: Advances of AI and machine learning to power
the next generation contact center.
Presenters: Ravi Krishnamurthy / Alla Reznik
Table Captains:
Location: Cambridge III
Topic 4: Future of Cyber Security and brand protection.
Managing risk.
Presenters: Tim Stevens / Alex Schlager
Table Captains:
Location: Devonshire IV
Strategic Discussion Groups – see back of name
tag for your assigned sessions.

Strategic Discussion:
Network strategies to
create compelling
customer experiences.
Tim Stevens
Global Leader
Vertical Marketing

4
RTD Outcomes
• Compelling experiences.
• Business Agility
• Empowered employees
• Predictable revenue
• Ecosystem security
Industry Outcomes.

Confidential and proprietary materials for authorized Verizon personnel and outside
agencies only. Use, disclosure or distribution of this material is not permitted to any
unauthorized persons or third parties except by written agreement.
Virtual Network enables
business agility.
Business agility
Architect my network infrastructure to drive
business agility, speed, and scalable growth.
Virtualize my connections and utilize cloud
services to rapidly deploy new services and
content.
Advanced communications platforms that
support call center, customer experience, and
workforce enablement goals.

Network strategies to
create compelling
customer experiences.
Viraj Parekh
Executive Director
Global Products and Solutions
Verizon

Placeholder Viraj
slides (Spring
CAB Slides below)

Which is the strongest driver to move to a
software defined architecture?
Do we want to use
this poll?Live Poll.
Customer Experience Roundtable – Group 1.

Portfolio evolution.
Back-office Automation
(2003-2010)
eCommerce
(2010-2020)
Industrial IoT
(2020-)
Network Private Internet Edge
Business
impact
• Employee productivity
• HQ & Contact centers
• Office Worker
• Expanding sales channels
• Field Office
• Remote Worker
• Asset utilization & efficiency
• Core operations
• Field Worker
Key tech
trends
• IP networking
• VoIP
• Open systems
• SDN
• Cloud computing
• Cybersecurity
• Massive IoT / Sensors
• AI / ML
• Industrial AR, VR
Products
• Voice (Trunks / PBX)
• Data (Point to Point, Mesh)
• Private Compute
• Internet (Fixed, Mobile)
• IP Applications
• Public cloud
• Wireless - 5G
• Real time controllers
• Edge apps & compute
and legal approval

Converged Platform Architecture.
2018) and has had previous legal
approval

Verizon offers true Network-as-a-Service
Design|Orchestration|Assurance
Public | Private | Wireless
Deployment
Models
Managed SD-WAN
White box Grey box
Universal CPE
Hosted Network
Services Cloud
Verizon Cloud Platform
Cloud
Automated
Service
Chains Software-defined
Secure Branch
Secure Cloud
Interconnect
Secure Cloud
Interconnect
SD-WAN Security
Private IP
Internet
Micro-
services
OptimizeSecurityRouting Voice WirelessSD-WAN
Integrity
Platform
Application
Intelligence
Self Service
Digital
Experience
Extreme
Automation /
Machine
Learning
End to End
Security
Outcome
Based
Services
Closed Loop
Service
Assurance
Unified
Management
2018) and has had previous legal
approval

Lessons learned from customer deployments.
Customers want transparency
and control.
Service chain interoperability is important;
pre-validation of designs needed.
Customers can tune policies to optimize the user to
application experience based on cost, performance
and security.
Simplifies use of VNS services and reduces physical
footprint of devices and provides business agility.
Client’s need freedom of choice within
a large SDN partner ecosystem.
Security needs to be embedded as part
of these services.
Lorem ipsum dolor sit amet, consectetur adipiscing
elit. Donec fermentum, massa eget imperdiet gravida,
ipsum ex pulvinar libero, quis auctor nisl. Donec
fringilla sed nibh ut consectetur. Etiam in lectus at
mauris mollis egestas id at odio.
Security policy and network policy are not separate
elements.
Having API first strategy is critical for
machine to machine integration.
Closed loop Assurance and Automation
is a must but complex to deploy.
Customers want to integrate their applications
development environment with virtual
network functions.
Ability to deliver Always Up and in real time services
significantly improves customer’s business
productivity.
1 2 3
4 5 6

Multi-year journey.
Virtualized Network
Services
Expanded Hardware Choices
• uCPE – WhiteBox (Adva, Dell, Advantech)
Expanded Software Choices
• Versa, Checkpoint
New Service Options
• SD WAN based Amazon Cloud Access
• Hosted Network Services Full Release
• Pre integrated Service Chains
• Software Defined Perimeter
More Sophisticated Platform
• Additional nodes
• Orchestration with Closed Loop Service
Assurance
• Analytics integration
Automated-Service
Orchestration
More hardware choice
• Bring your own hardware
• Additional white box suppliers
• ThinCPE trials
More Software Choices
• SD WAN – Silverpeak, Riverbed
• SD WLAN – Mist
• Wan Op – Silverpeak, Hitachi
• SBCaaS - Ribbon
• BlockChain – GuardTime
New Service Options
• Virtual MPLS overlay
• SD WAN / SDN Integration
• SD WAN / VoIP integration
• 5G trials
Platform expansion
• Device / Policy Abstraction
• Visual Service Designer
• Service Chain based Policy Management
• AppDynamics Application Analytics
Integrated
Ecosystem
• Single Service Chain / Multi
Provider
• Data Center integration
• SD LAN / SD WAN Integration
• Container deployment options
• Network DevOps for SDDC to
SDN Orchestration
• NetDevOps for SDN/NFV
services
• Intent based policies
• AI/ML driven assurance
• 5G Integration
2019 2020+2017 2018
Any to Any Adaptive
Behavior
• IoT Integration
• Automated policies across
software defined boundaries and
providers

Table Discussion.
Customer Experience.
Does your current customer experience give you
a competitive advantage over your industry
peers?
Need 2-3 questions from
Viraj/Vickie/Ravi

Mobile infrastructure
strategies for the evolving
needs of the digital
customer in a 5G world.
Ravi Krishnamurthy
Global Practice Lead
Retail Travel and Distribution

6
RTD Outcomes
Industry Outcomes.

RTD 5G Use Cases.
•Connected
Trucks
•Smart cities
•Higher quality
media at
properties
•Untethered
enterprise
•Wearables –
fitness
•Shipping,
inventory mgmt
Human IoT
Interactions
Broadband
everywhere
Infrastructure
Media On
Demand

Mobile infrastructure
strategies for the evolving
needs of the digital
customer in a 5G world.
Justin Blair
Executive Director
Verizon

Placeholder for
Justin slides
(spring CAB slides
below)

How will 5G have the most impact on your
business and customers?
Do we want to use
this poll?Live Poll.
Strategic Discussion group xx

Security
Solutions 5G
Historical Roadmap
Future Roadmap
4G LTE
NextGen
Mobile
Private Network
Mobile to Cloud
One Talk
Digital Signage
VZ MDM
PTT+
Public Safety
SDN/NFV
Small cells
LTE-M
#1
Overall
network U.S.
$180B
Investment
since 2000
2.57M
sq. miles of
coverage
98.1%
video
reliability
99.9%
availability
Business Wireless Roadmap
4x4 MIMO
Carrier aggregation
256 QAM
Encryption
Quality of Service
Unlicensed, Shared Spectrum
Private LTE
Multi-access Edge Computing
Narrowband-IoT
High bandwidth
Ultra-low latency
Massive scale
Mobility
&
Fixed
Wireless
Access
2018) and has had previous
marcom/legal approval

Mobile security risks are increasing
86%
of respondents said
employees are the greatest
risk when it comes to mobile
devices.
of respondents agreed
mobile devices present a
serious and growing threat.
93% 2.4x
Those who sacrificed mobile
security were over twice as
likely to have experienced
data loss or downtime.
of respondents said employees’
lack of understanding of threats
and solutions is a significant
barrier to mobile security.
78%

Digital transformation requires control and
customization of connectivity.
Video Surveillance
• 360O 4K cameras with AI
performed at edge to analyze
environment
• >60Mbps Bandwidth
Ambient Environmental Sensors
• High reliability, rapid response time
• Wireless installations require long
battery life (multi-year)
Autonomous Mobile Robots
• 1-10ms latency
• 400-600Mbps peak throughput
• Dedicated QoS
Real-time Quality
Inspection
• 8K cameras with computer
vision, near real-time
analytics
• <20ms latency
AR on-the-job Support
• <20ms Latency
• 200-600Mbps Throughput
• Cognitive apps (ML, AI)
Holographic Communications
• 5 - 10ms latency
• >1 Gbps throughput
• 360O 8K cameras with computer
vision
Medium Bandwidth / Medium Latency
High Bandwidth / Low Latency
Low Bandwidth / High Latency
Legend:
Product Tracking
• Extremely low module cost
• Module embeamed in product
requires extremely low power
consumption (90+ month lifespan)

Shifting complexity from devices to the Network
Edge helps improve capabilities and economics
Thin devices enabled with private network can enable innovative business processes at lower costs
Content
Processing
AL/ML
Mapping
Content
Platforms (Processing, Computer
Vision, Mapping, AI/ML)
Sensors
MEC
• Device: complex, expensive, short battery life, capability limited
• Connectivity critical for transport of bits but capabilities and
processing resides on devices
• Enabling use cases requires innovations in battery life, mobile
chipsets for AI/ML, computer vision, sensing, etc.
• Thin device: low cost, light-weight, long battery life
• Network Edge provide compute, AI, mapping, computer vision, etc.
• Single device can perform wide-range of capabilities though levering
different capabilities located at network edge
• Requires high reliability, low latency, high bandwidth network
Current Approach
Expensive and Complex Devices
Future Approach
Low Cost Networked Devices with Wide-ranging Capabilities
Latency, Reliability, Bandwidth
High Bandwidth, Best Effort

Table Discussion.
Customer Experience.
Does your current customer experience give you
a competitive advantage over your industry
peers?

Powering the next
generation
contact center
with AI & ML
Ravi Krishnamurthy
Global Practice Lead
Retail Travel and Distribution

RTD Outcomes
Industry Outcomes.

Transactional
Behavioral
• Voice of the Customer
• Customer Understanding & Insights
• Moments of Truth
• Personas
• Frictionless
Key to customer
experience
– personalization.
• Searches
• History
• Profile
• Duration
• Frequency
• Location
• Preferences
• Interests
• Lifestyle

Powering the next
generation
contact center
with AI & ML
Alla Reznik
Director
Product Development
Verizon

Deliver digital
to the customer
experience.
Sept 2018
Optional
cover slide

Customer Experience give
retailers the new path to vitality.
• Walmart is employing 25,000 ‘personal shoppers’ to select and
package groceries for
curbside pickup.
• Target shoppers can order sunscreen or Tokidoki Unicorno T-Shirt,
pull up to the parking lot and have the items brought to their car.
• Nordstrom lets customers in some stores make returns by dropping
their items into a box and walking out – no human interaction required
• “The retailers that get it recognize that Amazon has forever changes
consumer behavior: I shouldn’t have to work to shop.” Barbara
Kahan, Wharton Business School
note the case studies are from NYT – public source

Clothing retailer leverages AI to go local.
Case study is from WSJ – public source
Detecting trends
• Analyzes blogs, search
terms, returns
• Fashion experts use
quantitative analysis to
make better decisions
Stocking stores
• Algorithms analyze
inputs including historical
data on every product in
every store
• Stocks local stores to
align with local demand
Pricing
• Algorithms efficiently
calculate price elasticity
on each product
• Tax, currencies,
competition are taken
into account
Feel free to redesign the slide to make more impactful

We must meet high expectations.
Our customers expect seamless, integrated, tailored and instant interactions.
81
Personalized Consistent Contextual Immediate
Power is shifting toward end-customers and away from brands.
Artificial intelligence in retail market
is estimated to be US$ 27,238.6
million by 2025 from US$ 712.6
million in 20162
Want to switch brands.
After a bad customer service
experience, most people will likely
purchase from the competition1.
90%$27.2BN
2 Artificial Intelligence in Retail Market 2025 – Global Analysis and Forecasts by
Deployment Type, Retail Type, Technology and Application

Enterprises need help with new
CX
technologies that can:
82
• Automate high-volume
inquiries
• Sift through noise and
identify influencers
• Increase agent efficiency
and consistency through
intelligent augmentation

83
Verizon Wireless Use Case – build or buy?
CX Consultants/
Expertise
Analytics &
Reporting
AI Software
Tools

It takes a lot to set up the right customer
experience.
You can’t set up a contact
center overnight.
You can’t tackle all possible use cases
with AI-automation out of the gate.
You need to think through exactly what you’ll need.
• Engage different partners and third-party support systems
• Add new on-premises telephony, connectivity and space
Hire, train and manage new agents and IT staff
• Integrate center with current customer service systems
• Manage multiple contact centers and remote agents
• Provide channels of communication used by customers
• Stay focused, start small and expand from learnings
• Be channel-smart, ensuring responses are suitable for the
appropriate channel
• Don’t launch a solution and forget it
• Determine if you have the expertise in house to build and
manage, if not buy an end-to-end product and service and not
a developer toolkit
.
Security is a balancing act.
• Enterprises struggle to stop treating customers
like criminals

85
Blending Human and AI to Enhance Customer Engagement.
Virtual
Agent
Knowledge
Assist
Live
Agent
Command
Center
Digital CX
Social
Intelligence
Outbound
Campaigns
Ongoing implementation enhancements.
Introducing
Product launch update.
Chat SMS PhoneEmail Online Social Video Forums

distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 9
Back to basics – where do you
start?
• Hosting your contact center in the cloud with CCaaS may be an
option
- Control Costs
- Flexibility to easily add scale when you need to
• Get quick wins by adding AI automation to frequent and
repeatable tasks
- Gain quick return on investment
- Get buy-in from the rest of the organization, then expand
capability over time
Your brand is global.

Contact Center as a service.
Expected results
 Keep pace with mobile consumers
 Deliver data-driven personalized
customer experiences
 Satisfy customers and employees around the world
 Control costs
 Integrated pure-cloud contact center as a service
 Best-in-class feature functionality
 Scalable from 1- 10,000 agents
 Global, Fed RAMP certified
Grow Contact Center Service business through expansion to new markets and capabilities
Customer needs
Solution
 CCaaS: 300 organizations, 40,000 agents
 IPTF/IVR: 1000 organizations, 2.8B Min’s month
 Total $485M in 2019; $100M of which is CCaaS

IPCC
VCC TF SecurityUCX
Digital CX
Outbound
EMEA
Asia Pac
EMEA
Asia Pac
FedRAMP ATO
Global
Availability
#1
Market position in IPCC
and IVR
In the process of implementing a
digital transformation strategy, or are
developing one.
2.8B
Hosted IVR minutes
per month
1000
Enterprises
on IPCC
Have replaced over 20% of
customer service representatives
with technology-enabled solutions
such as AI powered robots.
265
Enterprises &
on VCC
Plan to adopt a hosted /
cloud contact center
solution in the next 2 years
35,000
Agents on
CCaaS
Of fraud
originates in the
call center
$14
Billion
Lost to fraud
each year
Over the past twelve months
.
respondents say that
talk time has increased
respondents claim
number of voice calls
have increased
Conversational IVR
CCaaS offer for SMB
Verizon Customer Experience
Products & services roadmaps.
20192018

Cutting-edge technologies on integrated network
Voice validation
Verizon Network
Suspicious
voice detection
Device validationSuspicious
device validation
Suspicious
behavior detection
Behavior validation
Caller ID validationSpoof detection
Anti-Fraud
Authentication
& hi/low risk
indicators
Authentication
Fraud prevention
& analysis

Conversational IVR.
Turning IVR into “a
speaker and
a microphone”.
Tying it into
Verizon’s AI or our
Customer’s investment.
Option 1 Option 2
PSTN Internet PSTN Internet
IVR+
Speech to text
Verizon AI
“I’d like to…”
• Plans
• Help desk
• Provisioning
• Shipping
• New orders
• Upgrades
• Billing
• Change orders
• FAQs
• Lost/stolen Prepaid
• Trouble reporting
IVR+
Speech to text
Customer AI
“I’d like to…”
• Plans
• Help desk
• Provisioning
• Shipping
• New orders
• Upgrades
• Billing
• Change orders
• FAQs
• Lost/stolen Prepaid
• Trouble reporting

Table Discussion – AI & ML.
• What are the biggest challenges cross-functionally across marketing,
digital, IT and support teams to gain consensus and alignment on the
customer experience strategy?
• Many SaaS solutions are relying on the hosting services offered by
Amazon Web Services, but understanding the competitive nature of
Amazon in the retail space what impact does this play in your decision
making process for these type of solutions?
• Artificial Intelligence is all the buzz around customer experience, but
technology is only a small piece of the puzzle. What are the top
considerations when deciding whether to invest in building a strong team
in house responsible for deploying, analyzing and optimizing these
solutions vs. buying outside industry expertise?

Future of cyber security
and brand protection.
Tim Stevens
Global Leader
Vertical Marketing

Confidential and proprietary materials for authorized Verizon personnel and outside
agencies only. Use, disclosure or distribution of this material is not permitted to any
unauthorized persons or third parties except by written agreement.
9
RTD Outcomes
• Compelling experiences
Industry Outcomes.

Verizon’s view ecosystem
security.
9
• Making your plant and control system cyber-secure is
an evolution
• By conducting a plant risk assessment and leveraging that
assessment, you can prioritize your cybersecurity
implementation to strategically mitigate many risks upfront
• Adopt a risk-based approach to Cybersecurity
• Tighten system access
• Establish strong policies

Future of cyber
security and brand
protection.
Alex Schlager
Executive Director
Security Solutions

Do you have a clear understanding
of the ROI on your security
initiatives?
Live Poll.
Customer Experience Roundtable – Group 1.

The security landscape is a
battlefield and the battle
is intensifying.
● Expanding global IP, wireless, IoT networks are the attack
surfaces on which battles are being fought
● Cyber crime is a multi-billion dollar business attracting
professional, nation-state and opportunistic hackers alike
● Continually shifting adversaries and attack vectors limit
efficacy of any defense; threat actors will exploit every
weakness
● Company IP, customer data, critical infrastructure, financial
assets and more are all in the cross-hairs
$150Average cost of a data
breach by 2020.
Million
$6Expected costs of cyber
crime by 2021.
Trillion
20-50Internet connected
devices by 2020.
Billion

The challenges are compounded
by other external and
internal pressures.
● Staffing and skills challenges
● Regulatory pressures
● Increasing mobility/remote workforce
● Migration to cloud technologies
● Vendor overload
● New digital ecosystems
● Disruptive business models
2Projected shortage of cyber
security professionals by
2019
Million
1600number of different cyber
security companies
4%of global revenue, max penalty
for GDPR non-compliances
Approximatel
y

The traditional security
model is broken.
● Stacking the latest and greatest in technology in
hope of being secure is not a strategy
● Unlike in other technology spaces, Security lacks a
clear and quantifiable outcome
● Absence of breach therefore is either due to a
strong Security posture or simply luck
● Lack of quantifiable outcome denies enterprises
ROI view on Security
● Senior executives (non security executives)
require comprehensive assessment of security
maturity in order to assess overall enterprise risk
impact

Quantifying Security Posture.
Information
Problem
Quantified
Security
Posture
Usage of breach
data fed into ML to
optimize selection
and weighting
Prevention,
Detection &
ResponseData Selection
Data Correlation
Data Aggregation
Weighting
Presentation
Drive-By
Nation State
Data
Quantified Security Posture
High
Sophistication
Low
Sophistication
Score

Verizon Risk Report Demo.

Verizon Security’s strategic evolution.
2017 2018 2019 2020
Analytics and advanced
threat detection
Integrated detection
and response
Adaptive
Response
Security
Automation
• Refinement of open analytics
platform for enhanced analysis
and contextualization
• Integration of multi-layer threat
intelligence including NetFlow
• Expansion of Managed SIEM
and hybrid SOC capabilities
• Delivery of fully virtualized
network gateway security
solutions
• Significant expansion of cyber
risk scoring and third party
services
• Increasing data aggregation
and analysis and management
of
• Deployment of automated
threat detection and hunting
solutions
• Integration of cloud application
security solutions
• “Incident-Response-as-a-
Service” capability
• Security PaaS – integrated,
orchestrated security services -
all elements of prevention,
detection & response
• Delivery of full-suite managed
IoT, mobility, OT, voice-
oriented security solutions
• Increasing deployment of user
and entity behavioral analytics
and predictive modeling
• “Intelligence Hub” - Managed
Intelligence Platform
• Increasing automation of SOC
functionality
• Automated delivery of
integrated security solutions
leveraging cyber scoring
• Extension of automation
and machine learning
capabilities, predictive analytics
• Increasing virtualization of
security functions

Thank
you.
Leading in
the
Digital Age

Table Discussion.
Cyber Security
Need questions from
Alex

Peer group
breakout
introduction.
Michael Ruhnke
Vertical Sales
Verizon

Peer breakout groups.
Group 1:
Facilitator: Mark Lira
Topic: Emerging Technologies
Group 2:
Facilitator: Tim Stevens
Topic: Balancing Security & Friction
Group 3:
Facilitator: Ravi Krishnamurthy
Topic: Delivering Digital Dexterity
Nada Bradbury
Lee Crump
John Graefe
Tim Lemieux
Jeff Leopold
Bill Martin
Bill Pratt
Mark Samuels
Matt Shafer
Matt Thomlinson
Verizon: Debbie Wishart
Kevin Apperson
John Bell
Rick Belsky
PV Kannan
Stephen Lowe
Steve Mills
Andre Mutovic
Vince Saavedra
JP Saini
Verizon: Mike Ruhnke
Kelly Clark
Tom Countryman
Vinny Degennaro
Rich Kulesa
Jim Haskin
Pete Sattler
David Slaviero
Andy Sriubas
Mike Thompson
Verizon: Andre Green
Populate onsite

General Session.
Event Survey.

Peer group
sessions readout.
Michael Ruhnke
Vertical Sales
Verizon

Peer group sessions readout.
Group 1:
Facilitator: Mark Lira
Topic: Emerging Technologies
Group 2:
Facilitator: Tim Stevens
Topic: Balancing Security & Friction
Group 3:
Facilitator: Ravi Krishnamurthy
Topic: Delivering Digital Dexterity
Nada Bradbury
Lee Crump
John Graefe
Tim Lemieux
Jeff Leopold
Bill Martin
Bill Pratt
Mark Samuels
Matt Shafer
Matt Thomlinson
Verizon: Debbie Wishart
Kevin Apperson
John Bell
Rick Belsky
PV Kannan
Stephen Lowe
Steve Mills
Andre Mutovic
Vince Saavedra
JP Saini
Verizon: Mike Ruhnke
Kelly Clark
Tom Countryman
Vinny Degennaro
Rich Kulesa
Jim Haskin
Pete Sattler
David Slaviero
Andy Sriubas
Mike Thompson
Verizon: Andre Green
Populate onsite

Summary and
next steps.
Michele Dupre / Mark Sidwell

Member expectations.
Understand
Verizon Roadmap
– learn what’s
coming next.
Staying ahead of
trends: AI,
machine learning
and predictive
analytics.
Peer networking
Retiring of legacy
systems and
integration.
Agility and speed
to market.
5G and
mobile first strategy
Enhancing
customer and
employee
experience
Digitization/
automation of
processes
Best practices for
digital
transformation
Learn how to do
things better and
more efficiently
Update onsite

Ongoing engagement/ future
discussion topics.
•
Update onsite

IP / Optical
Networks
Nokia
Software
Nokia
Technologies
Nokia
Bell Labs
Global
Services
We create the technology to connect the world
Mobile
Networks
Fixed
Networks
Nokia slide, do
not re-brand

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