Verizon Communications is making a strategic pivot under the leadership of Dan Schulman, who became CEO in late 2025. The company, traditionally known for its emphasis on “network superiority,” is now prioritizing a more customer-centric model. Schulman has outlined a vision where customer experience and retention become the core drivers of future growth.
Schulman’s appointment marks a break from the company’s past strategy, where network reliability and scale were the main points of differentiation. The new direction puts the emphasis on improving customer experience, reducing friction, and increasing subscriber lifetime value.
Verizon has reported significant progress in its subscriber retention. Postpaid phone net losses have decreased sharply, from over 100,000 in early 2024 to near-zero by late 2025. Schulman aims to further strengthen customer loyalty by using technology, particularly artificial intelligence, to address issues proactively and simplify service offerings.
AI and Personalization: Verizon’s Plan for Customized Services
A central aspect of Verizon’s revamped strategy is the integration of artificial intelligence into its service offerings. The company has expanded its “myPlan” platform, which allows customers to select individualized services tailored to their needs. As of April 2026, Verizon introduced a 3-year price lock on Unlimited Welcome plans, alongside a range of discounts on popular streaming services, all designed to improve the value customers receive.
Verizon’s use of AI goes beyond customized pricing. The company has incorporated AI to detect potential service disruptions, such as billing problems or network issues, and resolve them before they escalate. This proactive approach aims to reduce customer frustration and foster long-term trust in the Verizon brand.
By providing customers with the ability to tailor their plans, Verizon is not only enhancing customer satisfaction but also increasing the likelihood of long-term retention. The company is committed to expanding these AI-driven services further, with plans to offer more personalized suggestions based on individual usage patterns.
Verizon’s Acquisition of Frontier Communications to Boost Broadband Growth
A key element of Verizon’s future strategy is the acquisition of Frontier Communications, which is set to close in the second quarter of 2026. This acquisition is vital for Verizon’s ambition to dominate the broadband market, particularly in the areas of fixed wireless and fiber connectivity.
Verizon is targeting 8 to 9 million fixed wireless access subscribers by 2028, and the integration of Frontier’s fiber assets with Verizon’s own 5G Ultra Wideband network will allow Verizon to offer a more integrated service to its customers. The expanded network will provide a seamless high-speed internet experience across both mobile and home broadband services.
The Frontier acquisition is part of Verizon’s broader strategy to compete more effectively with cable providers and increase its broadband footprint. The move is already proving to be a significant asset, particularly in rural markets where Verizon’s broadband services can now reach more households. With broadband subscriptions growing steadily, the merger with Frontier gives Verizon the tools to capture more of the market share in this rapidly expanding space.
Enterprise Solutions: Verizon’s Push for AI-Driven Business Infrastructure
Verizon is evolving from a telecommunications provider into a leader in enterprise solutions with a focus on AI-driven infrastructure. Verizon’s Business division is offering private 5G networks and edge computing solutions that support critical functions such as real-time inventory management and employee training. These technologies are designed to address the needs of businesses in sectors like retail, where high bandwidth and low latency are essential.
By partnering with companies like Cisco and DigiPower X, Verizon is working to help businesses transition to more data-intensive models. Its AI-powered solutions provide faster, more reliable connectivity, enabling businesses to streamline operations and improve efficiency. For Verizon, this shift represents a move away from traditional telecom services toward a broader focus on digital infrastructure.
Verizon’s 5G Business Internet, with its high bandwidth capabilities, is essential for supporting the growing number of AI and machine learning applications in the retail and logistics sectors. By expanding into this high-demand market, Verizon aims to diversify its revenue streams and reduce its reliance on the saturated consumer smartphone market.
Financial Strategy and Cost-Cutting Measures to Support Growth
To support its new customer-first approach, Verizon has initiated a multi-year cost-cutting program. The goal is to streamline operations, exit underperforming legacy businesses, and reallocate savings toward core growth initiatives such as customer retention, service improvements, and marketing.
The company’s financial outlook for 2026 reflects optimism, with Verizon projecting an earnings per share (EPS) between $4.90 and $4.95. Despite these efforts to cut costs, Verizon remains committed to its dividend yield, which currently stands at approximately 6.2%, reflecting the company’s dedication to providing steady returns to its shareholders.
The success of Verizon’s strategy will depend on its ability to balance financial discipline with innovation and customer satisfaction. If Schulman’s vision proves successful, Verizon could become a model for telecom companies looking to adapt to a rapidly changing business environment.
