Verizon- Adapting to a Contactless World

Verizon- Adapting to a Contactless World
Case Code: BSTR613
Case Length: 7 Pages
Period: 2019-2020
Pub Date: 2020
Teaching Note: Available
Price: Rs.300
Organization: Verizon Communications Inc.
Industry: Technology & Communications
Countries: United States
Themes: Technology in Retailing, Contactless World, Contactless Payments, RetailTech
Verizon- Adapting to a Contactless World
Abstract Case Intro 1 Case Intro 2 Excerpts


The case ‘Verizon – Adapting to a Contactless World’ is about the digitalization initiatives taken by Verizon Communications Inc. (Verizon). With changing customer expectations, the Covid-19 pandemic, and increasing trend of digitalization by its competitors, Verizon came up with ‘Touchless Retail’ at its stores to stay relevant.

The case deals with the digital elements Verizon introduced in its stores as part of the various measures it implemented to enhance customer experience. The measures would reduce the physical touch points and at the same time provide for a superior customer shopping experience. The impact of Covid-19 was visible in the changing shopping patterns of customers across the globe. The case next dwells upon the challenges faced by Verizon due to the Covid-19 pandemic and its ‘Touchless Retail’ strategy. The competitors’ response to the Covid-19 pandemic is discussed further on. The case ends with the plans of Verizon to continue with its ‘Touchless Retail’ strategy, to open more of the closed stores, and invest in 5G and fiber technology for a better customer experience.


The case is structured to achieve the following teaching objectives:

  • Analyze the retail digitalization framework and its dimensions.
  • Evaluate the importance of digitalization of retail in the present and future scenario.
  • Understand the erosion of traditional retail functions due to digitalization.



COVID-19, Touchless Retail, Digitalization, Customer Experience, Retail, Digital Technology, Digital Transformation, Contactless World, Contactless Payment, Retail Digitalization, My Verizon App, Mobile Check-in, Augmented Reality, Virtual Reality

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