From Data to Loyalty: How Verizon Uses Insights to Retain Customers with Subhasish Nanda
July 15, 2025
How Data Science is Revolutionizing Customer Retention: Moving from Reactive Analytics to Predictive Strategy
In this episode of The Curiosity Current, host Stephanie speaks with Subhasish Nanda, Director of Customer Insights and Analytics at Verizon, exploring how data science and customer analytics have evolved to drive retention strategies and shape customer experiences in the telecommunications industry.
In this insightful episode of The Curiosity Current, host Stephanie sits down with Subhasish Nanda, Director of Customer Insights and Analytics at Verizon, to explore the evolving landscape of data-driven customer retention. Discover how AI and analytics are revolutionizing customer experience, why traditional loyalty programs are being reimagined, and what really drives customer decisions beyond price. Whether you're a business leader, analytics professional, or curious about the future of customer engagement, this conversation offers valuable insights into how major telecom companies are leveraging data to build stronger customer relationships. Tune in to learn why understanding your product and customers remains paramount even in an AI-driven world.
- Key customer retention insights from Verizon's data analytics leader
- Evolution from data-supported to data-driven decision making
- Why customer experience trumps price in retention strategy
- Future of AI-powered personalization in customer loyalty
- Essential career advice for aspiring analytics professionals
What You’ll Learn:
- Why data science has evolved from a support function to the primary driver of marketing strategy
- How AI tools are transforming anomaly detection and freeing analysts to focus on strategic interpretation
- The truth behind price sensitivity myths and why customer experience matters more than discounts
- Why three-year device commitments are replacing two-year cycles and how this reflects changing consumer behavior
- How to approach retention strategies for specialized markets like public safety, where network reliability trumps price
- The delicate balance between personalization and privacy in AI-driven customer engagement
- Why understanding core business operations and customer behavior is more crucial than technical expertise alone
- How to leverage behavioral triggers and customer signals to predict and prevent churn without appearing intrusive
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Episode Resources:
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