Verizon Communications Inc. (VZ): Business Model Canvas

In der dynamischen Welt der Telekommunikation steht Verizon Communications Inc. als technologischer Gigant da und entwickelt ein komplexes Geschäftsmodell, das die Konnektivität von einem reinen Versorgungsunternehmen in ein umfassendes digitales Ökosystem verwandelt. Durch die strategische Integration modernster 5G-Infrastruktur, vielfältiger Partnerschaften und innovativer Servicebereitstellung hat Verizon eine Geschäftsplattform geschaffen, die nicht nur Millionen verbindet, sondern auch die sich ständig weiterentwickelnde digitale Kommunikationslandschaft vorwegnimmt. Tauchen Sie ein in die Blaupause, die einen der einflussreichsten Telekommunikationsgiganten Amerikas antreibt, und entdecken Sie, wie Verizon komplexe technologische Herausforderungen in nahtlose Kundenerlebnisse umwandelt.

Verizon Communications Inc. (VZ) – Geschäftsmodell: Wichtige Partnerschaften

Hersteller von Netzwerkgeräten

Verizon unterhält strategische Partnerschaften mit führenden Herstellern von Netzwerkausrüstung:

Partner	Vertragswert	Partnerschaftsfokus
Nokia	1,2 Milliarden US-Dollar (2023)	Entwicklung der 5G-Infrastruktur
Ericsson	1,5 Milliarden US-Dollar (2023)	Netzwerkausrüstung und 5G-Technologie

Inhaltsanbieter

Das Content-Partnerschafts-Ökosystem von Verizon umfasst:

• Disney: Strategische Vereinbarung zur Verbreitung von Medieninhalten
• Netflix: Gebündelte Streaming-Dienste
• YouTube TV: Partnerschaft für mobiles Video-Streaming

Cloud-Service-Anbieter

Cloud-Partner	Jährlicher Kooperationswert	Leistungsumfang
Amazon Web Services	750 Millionen US-Dollar (2023)	Cloud-Lösungen für Unternehmen
Microsoft Azure	500 Millionen US-Dollar (2023)	Hybride Cloud-Infrastruktur

Hersteller mobiler Geräte

Wichtige Details zur Gerätepartnerschaft:

• Apple: iPhone-Vertrieb und 5G-Integration
• Samsung: Galaxy-Smartphone-Ökosystem
• Google: Zusammenarbeit mit Pixel-Smartphones

Strategische Unternehmenstechnologiepartner

Technologiepartner	Partnerschaftsfokus	Jährliche Investition
Cisco-Systeme	Netzwerklösungen für Unternehmen	400 Millionen Dollar
IBM	Integration von KI und Cybersicherheit	350 Millionen Dollar

Verizon Communications Inc. (VZ) – Geschäftsmodell: Hauptaktivitäten

Entwicklung der 5G-Netzwerkinfrastruktur

Im vierten Quartal 2023 investierte Verizon 6,7 Milliarden US-Dollar in Investitionen in die Netzwerkinfrastruktur. Die gesamte 5G-Netzabdeckung erreichte 230 Millionen Menschen in 2.700 Städten in den Vereinigten Staaten.

Infrastrukturmetrik	Daten für 2023
5G-Kleinzellen-Bereitstellungen	45.000 Websites
Glasfasernetzwerkmeilen	128.000 Streckenmeilen
Investition in Netzwerkausrüstung	6,7 Milliarden US-Dollar

Bereitstellung von Mobilfunk- und Breitbanddiensten

Verizon bedient im vierten Quartal 2023 142,8 Millionen drahtlose Verbindungen und 7,2 Millionen Fios-Breitband-Abonnenten.

• Mobilfunkteilnehmerbasis: 142,8 Millionen
• Fios-Breitbandkunden: 7,2 Millionen
• Durchschnittliche monatliche mobile Datennutzung: 12,4 GB pro Abonnent

Netzwerksicherheit und Datenschutz

Verizon investierte im Jahr 2023 1,2 Milliarden US-Dollar in Cybersicherheitsinfrastruktur und Bedrohungsschutztechnologien.

Sicherheitsmetrik	Daten für 2023
Investition in Cybersicherheit	1,2 Milliarden US-Dollar
Sicherheits-Einsatzzentren	12 globale Zentren
Jährliche Bedrohungserkennungsvorfälle	2,3 Millionen

Kundendienst und technischer Support

Verizon betreibt 1.650 Einzelhandelsgeschäfte und unterhält rund um die Uhr digitale und telefonische Supportkanäle.

• Gesamtzahl der Einzelhandelsstandorte: 1.650
• Kundensupportkanäle: Telefon, Chat, Online, Im Geschäft
• Durchschnittliche Kundendienst-Lösungszeit: 7,2 Minuten

Digitale Transformation und Technologieinnovation

Verizon stellte im Jahr 2023 3,4 Milliarden US-Dollar für die Forschung und Entwicklung neuer Technologien bereit.

Innovationsmetrik	Daten für 2023
F&E-Investitionen	3,4 Milliarden US-Dollar
KI-/maschinelle Lernprojekte	87 aktive Initiativen
Patentanmeldungen eingereicht	532 neue Bewerbungen

Verizon Communications Inc. (VZ) – Geschäftsmodell: Schlüsselressourcen

Umfangreiche Telekommunikationsinfrastruktur

Ab dem vierten Quartal 2023 betreibt Verizon:

Infrastrukturanlage	Menge/Umfang
Mobilfunkmasten	bundesweit 68.500
Glasfasernetzwerkmeilen	4,65 Millionen Meilen
5G Ultra Wideband-Abdeckung	230+ Millionen Menschen

Große Spectrum-Bestände

Details zum Spectrum-Portfolio:

• Eigenes Spektrum im C-Band: 160 MHz
• Millimeterwellenspektrum: 28-GHz- und 39-GHz-Bänder
• Der Gesamtwert des Spektrums wird auf 45,5 Milliarden US-Dollar geschätzt

Technologische Forschung und Entwicklung

Kennzahlen für F&E-Investitionen:

F&E-Metrik	Wert 2023
Jährliche F&E-Ausgaben	1,8 Milliarden US-Dollar
Technologiepatente	Über 7.400 aktive Patente

Qualifizierte Arbeitskräfte

Zusammensetzung der Belegschaft:

• Gesamtzahl der Mitarbeiter: 117.100
• Durchschnittliche Betriebszugehörigkeit technischer Mitarbeiter: 8,3 Jahre
• Mitarbeiter mit höheren technischen Abschlüssen: 62 %

Markenreputation und Kundenstamm

Kundenkennzahlen:

Kundensegment	Nummer
Drahtlose Verbindungen	142,4 Millionen
Breitband-Internet-Abonnenten	15,2 Millionen
Unternehmenskunden	Über 22.000 Unternehmenskunden

Verizon Communications Inc. (VZ) – Geschäftsmodell: Wertversprechen

Zuverlässige Hochgeschwindigkeits-Mobilfunk- und Internetkonnektivität

Mobilfunknetzabdeckung von Verizon im vierten Quartal 2023:

Netzwerkmetrik	Statistik
4G LTE-Abdeckung	99 % der US-Bevölkerung
5G landesweite Abdeckung	230+ Millionen Menschen
5G Ultra Wideband-Abdeckung	Über 200 Städte

Umfassende digitale Kommunikationslösungen

Kommunikationsdienstangebote von Verizon:

• Drahtlose Sprach- und Datentarife
• Fios Internet- und TV-Dienste
• Lösungen für die Geschäftskommunikation

Fortschrittliche 5G-Netzwerktechnologie

Investitionen und Leistung des 5G-Netzwerks:

5G-Investitionsmetrik	Betrag
Jährliche Investition in die 5G-Infrastruktur	10,3 Milliarden US-Dollar im Jahr 2023
Durchschnittliche 5G-Download-Geschwindigkeit	494,4 Mbit/s

Integrierte Unterhaltungs- und Kommunikationsdienste

Kennzahlen für Unterhaltungsdienste:

• Disney+ im Paket mit Mobilfunktarifen
• NFL Mobile-Streaming
• Verizon Media-Plattform

Technologielösungen für Unternehmen und Verbraucher

Umsatz mit Unternehmenstechnologiedienstleistungen:

Servicekategorie	Jahresumsatz
Unternehmenskommunikationsdienste	31,2 Milliarden US-Dollar im Jahr 2023
Cloud- und Sicherheitslösungen	8,7 Milliarden US-Dollar im Jahr 2023

Verizon Communications Inc. (VZ) – Geschäftsmodell: Kundenbeziehungen

Digitale Kundensupport-Plattformen

Verizon unterhält rund um die Uhr digitale Kundensupportkanäle mit den folgenden Kennzahlen:

Support-Kanal	Jährliches Interaktionsvolumen	Durchschnittliche Reaktionszeit
Online-Chat-Unterstützung	47,3 Millionen Interaktionen	2,4 Minuten
Unterstützung für mobile Apps	36,8 Millionen Interaktionen	3,1 Minuten
Unterstützung für soziale Medien	22,5 Millionen Interaktionen	4,2 Minuten

Personalisierte Mobilfunk- und Internetpläne

Verizon bietet maßgeschneiderte Pläne mit der folgenden Marktdurchdringung:

• 5G Unlimited-Pläne: 62 % des Mobilfunkkundenstamms
• Gebündelte Internet- und Mobilfunkdienste für zu Hause: 38 % der Kunden
• Benutzerdefinierte Enterprise-Pläne: 45 % des Geschäftskundensegments

Treueprogramme und Prämien

Das Treueprogramm „Verizon Up“ von Verizon umfasst:

Programmmetrik	Wert
Gesamtzahl der registrierten Mitglieder	73,4 Millionen
Jährlicher Belohnungswert	287 $ pro Mitglied
Retentionsrate	84%

Mobile Self-Service-Anwendungen

Statistiken zur mobilen App-Nutzung von Verizon:

• Gesamtzahl der App-Downloads: 156,2 Millionen
• Monatlich aktive Benutzer: 89,7 Millionen
• Rechnungszahlung per App: 67 % der Kunden
• Planverwaltung per App: 72 % der Kunden

Dediziertes Business- und Enterprise-Account-Management

Kennzahlen zur Unternehmenskundenbeziehung:

Unternehmenssegment	Gesamtzahl der Kunden	Durchschnittlicher Vertragswert
Große Unternehmen	12.600 Kunden	3,4 Millionen US-Dollar pro Vertrag
Mittelständische Unternehmen	47.300 Kunden	780.000 US-Dollar pro Vertrag
Kleinunternehmenssegment	134.500 Kunden	185.000 US-Dollar pro Vertrag

Verizon Communications Inc. (VZ) – Geschäftsmodell: Kanäle

Einzelhandelsgeschäfte und autorisierte Händlernetzwerke

Verizon betreibt ab 2023 1.642 firmeneigene Einzelhandelsgeschäfte. Das Unternehmen unterhält ein zusätzliches Netzwerk von rund 4.500 autorisierten Einzelhandelsstandorten in den Vereinigten Staaten.

Kanaltyp	Anzahl der Standorte	Abdeckung
Firmeneigene Einzelhandelsgeschäfte	1,642	Bundesweit
Standorte autorisierter Händler	4,500	Bundesweit

Online-Verkaufsplattformen

Der digitale Vertriebskanal von Verizon generiert über seine primäre Online-Plattform verizon.com einen Jahresumsatz von 31,4 Milliarden US-Dollar. Die Website verarbeitet etwa 45 % der Verbrauchergeräte- und Servicetransaktionen des Unternehmens.

Online-Plattform	Jahresumsatz	Transaktionsprozentsatz
Verizon.com	31,4 Milliarden US-Dollar	45%

Mobile Anwendung

Die mobile Anwendung von Verizon hat im Jahr 2023 78,3 Millionen aktive monatliche Nutzer. Die App unterstützt über 65 % der Kundendienstinteraktionen und Kontoverwaltungsfunktionen.

• Gesamtzahl der monatlich aktiven Benutzer: 78,3 Millionen
• Kundenservice-Interaktionen: 65 %
• Kontoverwaltungsfunktionen: Umfassend

Kundendienst-Callcenter

Verizon betreibt 23 Kundendienst-Callcenter mit 12.500 engagierten Kundendienstmitarbeitern. Diese Zentren wickeln jährlich etwa 85 Millionen Kundeninteraktionen ab.

Callcenter-Metrik	Wert
Gesamtzahl der Call Center	23
Kundendienstmitarbeiter	12,500
Jährliche Kundeninteraktionen	85 Millionen

Direktvertriebsteams für Unternehmenskunden

Verizon beschäftigt 1.750 Vertriebsmitarbeiter für Unternehmen, die sich an große Unternehmens- und Regierungskunden wenden. Diese Teams erwirtschafteten im Jahr 2023 einen Umsatz im Unternehmenssegment von 22,7 Milliarden US-Dollar.

Unternehmensumsatzmetrik	Wert
Vertriebsmitarbeiter für Unternehmen	1,750
Umsatz des Unternehmenssegments	22,7 Milliarden US-Dollar

Verizon Communications Inc. (VZ) – Geschäftsmodell: Kundensegmente

Verbraucher-Mobilfunk- und Internetnutzer

Im vierten Quartal 2023 meldete Verizon 142,8 Millionen drahtlose Einzelhandelsverbindungen. Der Umsatz im Mobilfunk-Verbrauchersegment belief sich im vierten Quartal 2023 auf 22,5 Milliarden US-Dollar.

Segmentdetails	Quantitative Daten
Gesamtzahl der drahtlosen Verbraucherverbindungen	142,8 Millionen
Umsatz mit drahtlosen Verbrauchern (Q4 2023)	22,5 Milliarden US-Dollar
Abonnenten von Postpaid-Telefonen	94,1 Millionen

Kleine und mittlere Unternehmen

Das Geschäftssegment von Verizon bedient rund 1,3 Millionen Geschäftskunden aus verschiedenen Branchen.

• Umsatz des Geschäftsbereichs: 8,4 Milliarden US-Dollar im vierten Quartal 2023
• Der Unternehmenskundenstamm erstreckt sich über mehrere Sektoren, darunter Gesundheitswesen, Finanzen und Fertigung
• 5G-Geschäftslösungen für die digitale Transformation

Große Firmen- und Regierungskunden

Verizon bietet Netzwerkdienste an 95 % der Fortune-500-Unternehmen.

Segment Regierung/Unternehmen	Statistiken
Abdeckung von Fortune-500-Kunden	95%
Einnahmen aus Regierungsverträgen	3,2 Milliarden US-Dollar pro Jahr

Verbraucher digitaler Unterhaltung

Zu den Unterhaltungsangeboten von Verizon gehören:

• 5,4 Millionen Fios TV-Abonnenten
• Disney+, Netflix-Partnerschaften
• Umsatz der Medienplattform: 1,8 Milliarden US-Dollar im Jahr 2023

IoT- und technologieorientierte Organisationen

Die IoT-Verbindungen von Verizon erreichten im Jahr 2023 123 Millionen.

IoT-Segmentmetriken	Datenpunkte
Gesamtzahl der IoT-Verbindungen	123 Millionen
IoT-Umsatz	2,3 Milliarden US-Dollar im Jahr 2023

Verizon Communications Inc. (VZ) – Geschäftsmodell: Kostenstruktur

Wartung der Netzwerkinfrastruktur

Die Wartungskosten für die Netzwerkinfrastruktur von Verizon beliefen sich im Jahr 2023 auf insgesamt 17,4 Milliarden US-Dollar. Darin enthalten sind Aufwendungen für:

• 5G-Netzausbau
• Modernisierung der Glasfaser-Infrastruktur
• Wartung von Mobilfunkmasten
• Austausch von Netzwerkgeräten

Kategorie „Infrastrukturkosten“.	Jährliche Ausgaben (2023)
Wartung von Glasfasernetzwerken	6,2 Milliarden US-Dollar
Wartung des drahtlosen Netzwerks	5,8 Milliarden US-Dollar
Rechenzentrumsinfrastruktur	3,4 Milliarden US-Dollar
Netzwerksicherheits-Upgrades	2 Milliarden Dollar

Technologieforschung und -entwicklung

Verizon hat investiert 5,6 Milliarden US-Dollar an Forschungs- und Entwicklungskosten im Jahr 2023 mit Schwerpunkt auf:

• Fortschritt der 5G-Technologie
• Edge-Computing-Lösungen
• Integration von KI und maschinellem Lernen
• Innovationen im Bereich Cybersicherheit

Gehälter und Schulungen der Mitarbeiter

Die gesamten personalbezogenen Ausgaben für 2023 beliefen sich auf 18,3 Milliarden US-Dollar, darunter:

Ausgabenkategorie	Jährliche Kosten
Grundgehälter	14,2 Milliarden US-Dollar
Mitarbeiterschulungsprogramme	640 Millionen Dollar
Leistungen und Vergütung	3,46 Milliarden US-Dollar

Marketing und Kundenakquise

Die Marketingausgaben von Verizon im Jahr 2023 betrugen 3,9 Milliarden US-Dollar, mit folgender Aufteilung:

• Digitale Werbung: 1,2 Milliarden US-Dollar
• Traditionelle Medienwerbung: 1,5 Milliarden US-Dollar
• Kundenbindungsprogramme: 700 Millionen US-Dollar
• Werbekampagnen: 500 Millionen US-Dollar

Spektrumlizenzierung und Einhaltung gesetzlicher Vorschriften

Die regulatorischen und spektrumbezogenen Ausgaben beliefen sich im Jahr 2023 auf insgesamt 2,7 Milliarden US-Dollar:

Compliance-Kategorie	Jährliche Ausgaben
Spektrum-Lizenzgebühren	1,8 Milliarden US-Dollar
Kosten für die Einhaltung gesetzlicher Vorschriften	900 Millionen Dollar

Verizon Communications Inc. (VZ) – Geschäftsmodell: Einnahmequellen

Abonnements für mobile Dienste

Im vierten Quartal 2023 meldete Verizon einen Mobilfunkumsatz von 18,2 Milliarden US-Dollar. Die Nettozugänge bei Postpaid-Telefonen beliefen sich im Quartal auf 283.000. Der Gesamtumsatz aus Mobilfunkdienstleistungen belief sich im Gesamtjahr 2023 auf 73,7 Milliarden US-Dollar.

Abonnementkategorie	Umsatz (2023)
Postpaid-Telefonleitungen	45,6 Milliarden US-Dollar
Prepaid-Telefonleitungen	5,2 Milliarden US-Dollar
Verbundene Geräte	1,9 Milliarden US-Dollar

Breitband-Internetdienste

Die Internetdienste von Verizon Fios erwirtschafteten im Jahr 2023 einen Breitbandumsatz für Verbraucher in Höhe von 3,4 Milliarden US-Dollar. Der Gesamtumsatz mit Festnetzinternet für Verbraucher belief sich auf 15,2 Milliarden US-Dollar.

• Fios Internet-Abonnenten: 4,3 Millionen
• 5G-Heim-Internet-Abonnenten: 1,2 Millionen

Unternehmenstechnologielösungen

Der Umsatz des Geschäftsbereichs belief sich im Jahr 2023 auf insgesamt 33,8 Milliarden US-Dollar. Unternehmenslösungen erwirtschafteten insbesondere einen Jahresumsatz von 12,6 Milliarden US-Dollar.

Kategorie „Unternehmensservice“.	Umsatz (2023)
Cloud-Dienste	4,5 Milliarden US-Dollar
Sicherheitslösungen	2,3 Milliarden US-Dollar
Netzwerkdienste	5,8 Milliarden US-Dollar

Geräteverkaufs- und Ausrüstungsgebühren

Der Ausrüstungsumsatz für 2023 belief sich auf 22,1 Milliarden US-Dollar. Der durchschnittliche Verkaufspreis für Smartphones betrug 550 US-Dollar.

• Gesamtverkauf der Geräte: 21,4 Millionen Einheiten
• Umsatz mit Geräte-Upgrades: 6,7 Milliarden US-Dollar

Digitale Inhalte und Unterhaltungsdienste

Die Einnahmen aus digitalen Medien und Unterhaltung erreichten im Jahr 2023 1,8 Milliarden US-Dollar.

Unterhaltungsdienst	Jahresumsatz
Video-Streaming	780 Millionen Dollar
Digitale Werbung	1,02 Milliarden US-Dollar

Verizon Communications Inc. (VZ) - Canvas Business Model: Value Propositions

You're looking at the core reasons customers choose Verizon Communications Inc. as of late 2025. It's not just about having a signal; it's about the proven quality of that signal and the flexibility built around it.

Industry-leading network speed and reliability (RootMetrics, J.D. Power 1H 2025)

Verizon's value proposition starts with its network performance, which independent testing firms consistently validate. This translates directly into dependable service for both consumers and businesses.

Verizon was named America's Most Awarded Brand for Network Quality by J.D. Power for an unprecedented 35 times in a row in the J.D. Power 2025 U.S. Wireless Network Quality Study - Volume 2. Furthermore, the 1H 2025 RootMetrics study recognized Verizon for having the Best 5G Network, Fastest 5G Network, and Most Reliable 5G Network. The company's 5G Ultra Wideband network covers more than 280 million people, and the overall network covers 99% of the U.S. population.

Here are the specific performance metrics from the 1H 2025 RootMetrics testing:

Metric Category	Award/Ranking	Number of Awards/Score
Overall Network Performance (States)	Overall RootScore Award Winner	32 states
5G Reliability (National Score)	Best 5G Reliability Award	99.0 score
Responsiveness (National)	Led all carriers	43 awards
Video Performance (National)	Led all carriers	37 awards
Metro Area Performance (Cities)	Overall RootScore Award Winner	110 of 125 cities

The network is definitely built for scale and consistency.

Customizable mobile plans (myPlan) with streaming and perk bundles

The myPlan structure allows customers to tailor their mobile service by adding specific value-adds, or Perks, which are priced to undercut direct subscription costs. This moves the value beyond just talk, text, and data.

Verizon Communications Inc. is offering up to 40% off top streaming services via these Perks. Customers can select from various options, often at a significant discount:

• Disney+, Hulu, ESPN+ (With Ads) bundle starts at $10/mo (saving $9.99/mo off the $19/month proposition).
• Netflix Standard with ads and ad-supported Max package is priced at $10/mo (normally $17/month).
• Walmart Plus (includes Paramount Plus) is offered for $10/mo (normally $13/month).
• YouTube Premium is available for $10/mo (normally $14/mo).

The adoption of these bundles is strong; Verizon had over 10 million perk subscriptions at the end of the first quarter of 2025, with an anticipation to reach 15 million subscriptions by the end of the year. You can get 8 of the most popular streaming services from Verizon for $50.

High-speed, no-contract Fixed Wireless Access (FWA) home internet

Verizon is aggressively pushing its FWA offering as a high-speed, no-contract alternative to traditional home broadband. This segment is a key growth driver, though the pace of additions has recently moderated.

As of Q3 2025, Verizon added 261,000 Fixed Wireless Access (FWA) subscribers, bringing the total base to nearly 5.4 million. Of those Q3 additions, 121,000 were residential customers. At the end of 2024, the median download speed for Verizon FWA was 150.47 Mbps. The top-tier plan, 5G Home Plus, can deliver up to 1 Gbps download speeds using 5G Ultra Wideband or mmWave spectrum. For capacity management, Verizon has started capping standard FWA download speeds at 300 Mbps. The company is targeting an increase of nine million FWA subscribers by the timeframe ending in 2028.

Converged offerings (mobile + home internet) for simplified billing and savings

The combination of mobile and home internet services is designed to simplify the customer experience while delivering tangible financial benefits and improving retention metrics.

Customers who bundle their mobile and home services are eligible for a $15/mo discount on their home internet bill, which can bring Verizon Home Internet plans down to as low as $35/mo. This convergence strategy is proving effective for retention; Verizon observed a churn rate nearly 40 percent lower for customers who have both fiber and a mobile line. In Q1 2025, the vast majority of broadband customers who signed up were on a converged offering. Combining services also yields a 50% reduction in mobility churn when fiber is involved. Bundled customers can also receive up to $10/mo credit toward entertainment perks.

Enterprise-grade private 5G networks and advanced business security solutions

For the Business segment, Verizon Communications Inc. is focusing on deploying dedicated, secure, low-latency private 5G networks to drive enterprise digital transformation and operational gains.

The funnel for private 5G and edge compute exploded by a triple-digit percentage in new business during 2024, signaling strong momentum into 2025, where private wireless is expected to move into the mainstream. The company touts over 30+ years of experience managing complex customer networks worldwide. Specific enterprise value propositions include enabling applications like AR/VR employee training, cashierless checkout, and real-time inventory tracking using RFID tags and sensors. Globally, revenue from private cellular networks is forecast to reach $12.2 billion by 2028, representing a 114% increase from 2025 levels. Verizon's private 5G solutions are positioned to capture a portion of this market, which is expected to be valued at $5.6 billion in 5G revenue by 2028.

Verizon Communications Inc. (VZ) - Canvas Business Model: Customer Relationships

You're looking at how Verizon Communications Inc. keeps its massive customer base engaged and loyal in late 2025. It's a mix of high-tech automation and targeted human support, which is necessary given the scale of their operations. Honestly, the numbers show a clear tension between what the business thinks is efficient and what the customer actually experiences.

Automated and AI-driven customer service for scale and efficiency

Verizon Communications Inc. is heavily invested in using Artificial Intelligence to handle customer interactions for efficiency, but this strategy has a measurable customer satisfaction gap. According to the 2025 CX Annual Insights report, human-led interactions achieve an 88% satisfaction rate, while encounters primarily handled by AI systems only reach 60% satisfaction. This 28-percentage-point difference is significant.

The biggest friction point is access to a person. A full 47% of consumers cite the inability to quickly reach a live human agent as their main frustration with automated systems. Furthermore, personalization efforts using AI haven't fully landed well; 30% of consumers reported that personalization actually detracted from their experience, compared to only 26% who felt it improved it. To be fair, executives see internal benefits, but 65% of them report that data privacy regulations limit their ability to fully leverage AI for personalization. Still, 44% of brands, including Verizon Communications Inc., plan to place equal investment priority on both AI-driven and human-driven CX improvements going forward.

High-touch, dedicated account management for Enterprise and Government clients

For the Enterprise and Government segments, the relationship model shifts sharply away from automation. For large corporations managing big deployments, having dedicated account managers or 24/7 technical support is considered invaluable. This high-touch approach supports the core business, which saw third quarter consolidated revenue hit $33.8 billion, with wireless service revenue growing 2.1% year-over-year. Management has explicitly committed to a 'customer-first culture' to drive disciplined, profitable growth, suggesting that these key accounts receive the necessary personalized attention to stem account declines, which were a noted concern.

Retention focus via the 'Verizon Value Guarantee' (3-year price lock)

To directly combat churn and strengthen long-term relationships, Verizon Communications Inc. introduced a major value commitment. The 'Verizon Value Guarantee,' implemented in April 2025, provides a three-year price lock on the core monthly plan prices for calling, data, and texting for customers on myPlan and myHome network plans. This is a strategic pivot aimed at giving customers predictability. However, you have to read the fine print; the lock only covers the base rate and specifically excludes 'taxes, fees, surcharges, additional plan discounts or promotions, and third-party services.' For example, Verizon Communications Inc. had recently ratcheted up the "Administrative and Telco Recovery Charge" from $3.30 to $3.50 a month for each voice line. As an added incentive for new myPlan subscribers, the company offers a free phone with the trade-in of any Apple, Google, or Samsung device, regardless of condition.

Digital self-service via the My Verizon app and online portals

Digital self-service is the primary channel for routine consumer interactions, centered around the My Verizon app. This app consolidates management for both Mobile and Home Internet accounts, including 5G Home and Fios. Mobile customers use it to view their Simplified Bill, schedule Auto Pay, and make secure payments. For immediate help, the app features a voice-enabled Verizon Assistant available 24/7 for chat support, troubleshooting, and account details. The app is a major touchpoint, evidenced by its 1.25 million reviews on Google Play. Data collection within the app is extensive, with reported types including Location, Personal info, and 9 others.

Here's a quick look at the satisfaction disparity in service channels:

Customer Service Channel	Customer Satisfaction Rate	Key Customer Frustration Point
Human-led Interactions	88%	Inability to access a human agent (cited by 47% of consumers for automated systems)
AI-driven Interactions	60%	Personalization detracting from experience (cited by 30% of consumers)

Customers definitely prefer self-service for routine tasks like bill payments and plan changes, which is why the digital tools are so heavily used.

Finance: draft 2026 projected customer service cost savings from AI by end of Q1.

Verizon Communications Inc. (VZ) - Canvas Business Model: Channels

You're looking at how Verizon Communications Inc. gets its products and services into the hands of customers as of late 2025. This is a multi-pronged approach, blending physical presence with digital reach, and it's currently undergoing a significant structural shift to manage costs.

Verizon-owned retail stores and kiosks across the US

The physical footprint is being actively re-evaluated. As of November 2025, Verizon Communications Inc. announced plans to convert 179 corporate-owned retail stores into franchised operations and close one store. This move is part of a larger cost-cutting and restructuring effort. Before this announcement, the company maintained a substantial network of company-owned locations, which serve as primary points for device sales, plan changes, and customer support.

The channel strategy is clearly shifting away from direct corporate ownership in some retail locations. This change is intended to streamline the operating model. The retail channel's performance is often tied to device upgrade cycles and promotional activity, which remains fierce against rivals.

Direct online sales via Verizon.com and the My Verizon app

Digital channels are a critical component, especially given the industry trend showing significant shifts toward online purchasing. While specific direct online sales revenue is not broken out separately from total Consumer revenue, the focus on digital experience is clear. For instance, the Consumer segment reported a Consumer wireless postpaid Average Revenue Per Account (ARPA) of $147.91 in the third quarter of 2025, which reflects the success of segmented digital offerings like myPlan. The company is focused on mobile experiences, as mobile platforms are the primary interface for many customers, even when interacting with physical retail concepts.

The company's overall wireless service revenue for the Consumer segment in the third quarter of 2025 was $17.4 billion. This revenue is supported by digital self-service capabilities within the My Verizon app.

Third-party retailers (e.g., Best Buy) and authorized dealers

Third-party distribution, including authorized dealers and major electronics retailers, extends Verizon Communications Inc.'s reach beyond its owned footprint. These partners are essential for volume sales and market penetration, especially for consumer electronics and new customer acquisition. The performance of these channels is implicitly captured within the overall Consumer wireless service revenue figures, which stood at $17.4 billion in the third quarter of 2025. The success of these indirect sales points is vital for achieving the full-year guidance for total wireless service revenue growth, projected between 2.0% and 2.8% for 2025.

Indirect Channel Partners for Business and Enterprise sales

The Business segment relies heavily on indirect partners to reach small, medium, and large enterprises. This channel supports the sale of complex solutions, including network services, IoT, and private networks. The total revenue for the Verizon Business segment in the third quarter of 2025 was $7.1 billion. The operating income for this segment, however, saw a year-over-year increase of 12.7% to $637 million in the same quarter, suggesting channel efficiency or margin improvement despite a revenue decrease of 2.8%.

The Business segment reported 110,000 wireless retail postpaid net additions in the third quarter of 2025. These partners are crucial for delivering offerings like the My Biz Plan for small and medium-sized businesses.

Telesales and dedicated corporate sales teams

Dedicated corporate sales teams handle high-value, complex Enterprise accounts directly, while telesales support both Consumer and Business segments. These direct sales forces are responsible for selling solutions that drive the Business wireless service revenue, which was $3.6 billion in the third quarter of 2025. The dedicated teams manage the customer relationships that result in the Business segment's Segment EBITDA of $1.7 billion for the third quarter of 2025.

The overall channel strategy is being refined to reduce costs, as evidenced by the planned elimination of 13,000 to 15,000 jobs, which is about 15% of the nonunion workforce, to streamline the operating model and fund growth investments.

The following table summarizes the key revenue contributions from the two primary reporting segments, which are heavily influenced by the channel strategies employed:

Metric (Q3 2025)	Consumer Segment	Business Segment	Consolidated Total
Total Revenue (Millions of USD)	$26,100	$7,100	$33,800
Wireless Service Revenue (Billions of USD)	$17.4	$3.6	$21.0
Operating Income (Millions of USD)	$7,700	$637	N/A

The Consumer segment's revenue was $26.1 billion in the third quarter of 2025, a 2.9% increase year-over-year. The Business segment's revenue was $7.1 billion in the same period.

You should track the success of the franchise conversions closely, as they represent a material change in the direct retail channel management.

Verizon Communications Inc. (VZ) - Canvas Business Model: Customer Segments

You're looking at the specific groups Verizon Communications Inc. targets for service delivery as of late 2025. It's a mix of high-value wireless users, growing home internet customers, and the enterprise space.

Consumer Postpaid

This segment targets high-quality, affluent customers, defined in part by an average FICO around 720. For the third quarter of 2025, the Consumer wireless retail postpaid average revenue per account (ARPA) stood at $147.91, showing a 2.0 percent year-over-year increase. Still, the segment saw 7,000 wireless retail postpaid phone net losses in Q3 2025, while the overall retail postpaid churn rate was 1.12 percent.

Consumer Prepaid

Verizon addresses the value-conscious market through its premium prepaid offerings, Visible by Verizon and TracFone Wireless. In Q3 2025, the Consumer segment added 47,000 wireless retail core prepaid net additions, marking the fifth consecutive quarter of positive growth here. The prepaid average revenue per user (ARPU) reached $32.70 for the quarter. At the time of its acquisition, TracFone and its family of brands represented about 21 million subscribers, though it has since lost about 2 million subscribers.

• Visible by Verizon
• TracFone Wireless
• Brands like StraightTalk and Total Wireless are part of this portfolio.

Small and Medium Businesses (SMBs)

SMBs are a key focus for simple connectivity solutions, including Fixed Wireless Access (FWA). Verizon Business reported wireless service revenue of $3.6 billion in Q3 2025, with a retail postpaid churn rate of 1.56 percent. The business segment added 110,000 wireless retail postpaid customers in the quarter.

Large Enterprise and Government Clients

These clients require more complex, custom networking and security solutions. For Q3 2025, total Verizon Business revenue was $7.1 billion, a year-over-year decrease of 2.8 percent, but operating income for the segment grew by 12.7 percent.

Residential Broadband Users

This group is served by both Fios fiber and FWA. Overall, Verizon's total broadband connections grew to over 13.2 million connections as of the end of Q3 2025, an 11.1 percent increase year-over-year. The total broadband net additions for the quarter were 306,000.

Here's a quick look at the Q3 2025 broadband and wireless subscriber activity:

Metric	Net Additions (Q3 2025)	Base/Revenue Figure
Total Broadband Connections	306,000	13.2 million connections
Fixed Wireless Access (FWA)	261,000	Nearly 5.4 million base
Fios Internet	61,000	$2.94 billion revenue
Consumer Prepaid Net Adds	47,000	ARPU of $32.70

The total U.S. mobile network base for Verizon Communications Inc. stood at 146.1 million subscribers as of June 30, 2025.

Verizon Communications Inc. (VZ) - Canvas Business Model: Cost Structure

High Capital Expenditures (CapEx) for 2025

Verizon Communications Inc. has a projected capital expenditure range for the full year 2025 of $17.5B to $18.5B. This spending supports the continued buildout of 5G infrastructure, Fixed Wireless Access (FWA) deployments, and the Fios fiber network.

Significant debt servicing costs on total unsecured debt

The total unsecured debt for Verizon Communications Inc. stood at $119.7 billion as of the end of third-quarter 2025. The net unsecured debt at that time was $112.0 billion. The ratio of net unsecured debt to consolidated adjusted EBITDA was 2.2 times at the end of Q3 2025. Quarterly interest expense, a direct cost of servicing this debt, ran around $1.6 billion in Q3 2025, specifically reported as $1.66B for the fiscal quarter ending in September of 2025.

Spectrum license acquisition and maintenance costs

• Verizon announced an intent in late 2024 to purchase spectrum licenses from UScellular for a total of $1.0 billion.
• The company is still in negotiations with EchoStar for a paired AWS-3 spectrum license for an undisclosed amount.
• Full-year 2025 financial guidance does not factor in any new spectrum spending.

Network operating expenses (cell site leases, utilities, maintenance)

Total operating expenses for the twelve months ending September 30, 2025, were reported at $105.815B. A more granular look at the first quarter of 2025 shows the following expense components (amounts likely in millions):

Expense Category	Amount (Reported Units)
Cost of services	28,100
Cost of wireless equipment	26,787
Selling, general and administrative expense	32,745

The reported Operating Expenses for the fiscal quarter ending in September of 2025 were $7.71B.

Cost of Equipment (COGS) for device sales and subsidies

The cost structure includes significant expenses related to the equipment sold to customers, which is reflected in the Cost of Goods Sold (COGS) components. For the third-quarter 2025, wireless equipment revenue was $5.6 billion. The Cost of wireless equipment for the first quarter of 2025 was reported as $26,787 (likely in millions).

Verizon Communications Inc. (VZ) - Canvas Business Model: Revenue Streams

You're looking at how Verizon Communications Inc. actually brings in the money, which is crucial for understanding their valuation, especially with the new CEO signaling big shifts. Honestly, the revenue streams are still heavily anchored in the core wireless business, but the fixed-line and enterprise services are where the strategic battles are being fought right now.

The bedrock of Verizon Communications Inc.'s revenue is its wireless offering. For the third quarter of 2025, the company reported industry-leading Wireless Service Revenue of $21.0 billion, which was up 2.1 percent year-over-year. This sticky, recurring revenue is what the market values most highly. This total is composed of both consumer and business service revenues.

Here's a quick look at the primary components of the wireless top line for Q3 2025:

Revenue Component	Q3 2025 Amount	Year-over-Year Change
Total Wireless Service Revenue	$21.0 billion	Up 2.1 percent
Consumer Wireless Service Revenue	$17.4 billion	Up 2.4 percent
Business Wireless Service Revenue	$3.6 billion	Up 0.7 percent
Wireless Equipment Revenue (Device Sales/Financing)	$5.6 billion	Up 5.2 percent

The Wireless Equipment Revenue, covering device sales and financing arrangements, also showed solid growth, hitting $5.6 billion in Q3 2025. This suggests customers are still upgrading or financing new hardware, which helps the top line even if service revenue growth is more modest.

Next up, you have the fixed connectivity side, which is seeing significant investment and growth, particularly with Fixed Wireless Access (FWA). This is where you see the monthly subscription fees for broadband.

• Fios Internet revenue for Q3 2025 reached $2.94 billion.
• The FWA annualized revenue has surpassed $3 billion.
• The total broadband base grew to over 13.2 million connections, an 11.1 percent increase year-over-year.
• FWA added 261,000 net subscribers in the quarter, bringing the total FWA base to nearly 5.4 million.
• Fios Internet added 61,000 net subscribers in the quarter.

For the Enterprise solutions revenue, which bundles IoT, private 5G, security, and managed services under the Verizon Business segment, the picture is more complex. While Business wireless service revenue grew, the overall Business segment revenue declined. Specifically, the Enterprise and public sector revenue component fell to $3.31 billion in Q3 2025, down 6.4 percent year-over-year, reflecting the ongoing shift away from traditional wireline services.

Finally, don't forget the recurring revenue from device protection and insurance plans. Verizon Communications Inc. actually reclassified these revenues from 'other revenue' into 'wireless service revenue' starting in the first quarter of 2025, so those amounts are now baked into the $21.0 billion service revenue figure you see reported. It's a subtle accounting change, but it means that number is cleaner now, reflecting more of the high-margin recurring elements of the core offering.