Verizon Communications Inc. (VZ): Lienzo del Modelo de Negocio [Actualizado en Ene-2025]

En el mundo dinámico de las telecomunicaciones, Verizon Communications Inc. se erige como un titán tecnológico, tejiendo un intrincado modelo de negocio que transforma la conectividad de una mera utilidad a un ecosistema digital integral. Al integrar estratégicamente la infraestructura 5G de vanguardia, las diversas asociaciones y la entrega innovadora de servicios, Verizon ha creado un lienzo comercial que no solo conecta millones, sino que también anticipa el panorama de la comunicación digital en constante evolución. Sumérgete en el plan de que impulsa a uno de los gigantes de telecomunicaciones más influyentes de Estados Unidos y descubre cómo Verizon convierte desafíos tecnológicos complejos en experiencias perfectas de los clientes.

Verizon Communications Inc. (VZ) - Modelo de negocio: asociaciones clave

Fabricantes de equipos de red

Verizon mantiene asociaciones estratégicas con los principales fabricantes de equipos de red:

Pareja	Valor de contrato	Enfoque de asociación
Nokia	$ 1.2 mil millones (2023)	Desarrollo de infraestructura 5G
Ericsson	$ 1.5 mil millones (2023)	Equipo de red y tecnología 5G

Proveedores de contenido

El ecosistema de asociación de contenido de Verizon incluye:

• Disney: Acuerdo de distribución de contenido de medios estratégicos
• Netflix: servicios de transmisión agrupados
• TV de YouTube: asociación de transmisión de video móvil

Proveedores de servicios en la nube

Socio de la nube	Valor de colaboración anual	Alcance del servicio
Servicios web de Amazon	$ 750 millones (2023)	Soluciones de nube empresarial
Microsoft Azure	$ 500 millones (2023)	Infraestructura de nubes híbridas

Fabricantes de dispositivos móviles

Detalles de la asociación del dispositivo clave:

• Apple: distribución de iPhone e integración 5G
• Samsung: ecosistema de teléfonos inteligentes de Galaxy
• Google: colaboración de teléfonos inteligentes de píxeles

Socios de tecnología empresarial estratégica

Socio tecnológico	Enfoque de asociación	Inversión anual
Sistemas de Cisco	Soluciones de redes empresariales	$ 400 millones
IBM	IA e integración de ciberseguridad	$ 350 millones

Verizon Communications Inc. (VZ) - Modelo de negocio: actividades clave

Desarrollo de infraestructura de red 5G

A partir del cuarto trimestre de 2023, Verizon invirtió $ 6.7 mil millones en gastos de capital para infraestructura de red. La cobertura total de la red 5G alcanzó los 230 millones de personas en 2.700 ciudades en los Estados Unidos.

Infraestructura métrica	2023 datos
5G despliegues de celdas pequeñas	45,000 sitios
Millas de red de fibra	128,000 millas de ruta
Inversión en equipos de red	$ 6.7 mil millones

Entrega de servicios móviles y de banda ancha

Verizon atiende a 142.8 millones de conexiones inalámbricas y 7.2 millones de suscriptores de banda ancha FIOS a partir del cuarto trimestre de 2023.

• Base de suscriptores inalámbricos: 142.8 millones
• Suscriptores de banda ancha de fios: 7.2 millones
• Uso promedio de datos móviles mensuales: 12.4 GB por suscriptor

Seguridad de la red y protección de datos

Verizon invirtió $ 1.2 mil millones en infraestructura de ciberseguridad y tecnologías de protección de amenazas en 2023.

Métrica de seguridad	2023 datos
Inversión de ciberseguridad	$ 1.2 mil millones
Centros de operaciones de seguridad	12 centros globales
Incidentes anuales de detección de amenazas	2.3 millones

Servicio al cliente y soporte técnico

Verizon opera 1.650 tiendas minoristas y mantiene canales de soporte digital y telefónico 24/7.

• Ubicaciones totales de tiendas minoristas: 1.650
• Canales de atención al cliente: teléfono, chat, en línea, en la tienda
• Tiempo de resolución de servicio al cliente promedio: 7.2 minutos

Transformación digital e innovación tecnológica

Verizon asignó $ 3.4 mil millones para la investigación y el desarrollo en tecnologías emergentes durante 2023.

Métrica de innovación	2023 datos
Inversión de I + D	$ 3.4 mil millones
AI/proyectos de aprendizaje automático	87 iniciativas activas
Solicitudes de patente presentadas	532 nuevas aplicaciones

Verizon Communications Inc. (VZ) - Modelo de negocio: recursos clave

Infraestructura de telecomunicaciones extensa

A partir del cuarto trimestre de 2023, Verizon opera:

Activo de infraestructura	Cantidad/alcance
Torres celulares	68,500 a nivel nacional
Millas de red de fibra	4.65 millones de millas
Cobertura de banda ultra ancha 5G	230 millones de personas

Grandes tenencias de espectro

Detalles de la cartera de espectro:

• Espectro de propiedad a través de la banda C: 160 MHz
• Espectro de onda milimétrica: bandas de 28 GHz y 39 GHz
• Valor total del espectro estimado en $ 45.5 mil millones

Investigación y desarrollo tecnológico

I + D Métricas de inversión:

I + D Métrica	Valor 2023
Gastos anuales de I + D	$ 1.8 mil millones
Patentes tecnológicas	Más de 7.400 patentes activas

Fuerza laboral hábil

Composición de la fuerza laboral:

• Total de empleados: 117,100
• LIMIENTO TÉCNICO DEL EMPLEADO PROMEDIO: 8.3 años
• Empleados con títulos técnicos avanzados: 62%

Reputación de marca y base de clientes

Métricas del cliente:

Segmento de clientes	Número
Conexiones inalámbricas	142.4 millones
Suscriptores de Internet de banda ancha	15.2 millones
Clientes empresariales empresariales	Más de 22,000 clientes empresariales

Verizon Communications Inc. (VZ) - Modelo de negocio: propuestas de valor

Conectividad confiable de móviles e internet de alta velocidad

La cobertura de la red móvil de Verizon a partir del cuarto trimestre 2023:

Métrico de red	Estadística
Cobertura 4G LTE	99% de la población estadounidense
5G Cobertura a nivel nacional	230 millones de personas
Cobertura de banda ultra ancha 5G	Más de 200 ciudades

Soluciones integrales de comunicación digital

Ofertas de servicio de comunicación de Verizon:

• Planes de datos y datos inalámbricos
• Fios Servicios de Internet y TV
• Soluciones de comunicación empresarial

Tecnología de red 5G avanzada

5G Inversión y rendimiento de la red:

Métrica de inversión 5G	Cantidad
Inversión anual de infraestructura 5G	$ 10.3 mil millones en 2023
Velocidad de descarga promedio de 5G	494.4 Mbps

Servicios integrados de entretenimiento y comunicación

Métricas de servicio de entretenimiento:

• Disney+ incluido con planes inalámbricos
• Transmisión móvil de la NFL
• Plataforma de medios de Verizon

Soluciones de tecnología empresarial y de consumo

Ingresos de servicios de tecnología empresarial:

Categoría de servicio	Ingresos anuales
Servicios de comunicación empresarial	$ 31.2 mil millones en 2023
Soluciones de seguridad en la nube y de seguridad	$ 8.7 mil millones en 2023

Verizon Communications Inc. (VZ) - Modelo de negocios: relaciones con los clientes

Plataformas de atención al cliente digital

Verizon mantiene canales de atención al cliente digital 24/7 con las siguientes métricas:

Canal de soporte	Volumen de interacción anual	Tiempo de respuesta promedio
Soporte de chat en línea	47.3 millones de interacciones	2.4 minutos
Soporte de aplicaciones móviles	36.8 millones de interacciones	3.1 minutos
Apoyo en las redes sociales	22.5 millones de interacciones	4.2 minutos

Planes móviles e internet personalizados

Verizon ofrece planes personalizados con la siguiente penetración del mercado:

• 5G Planes ilimitados: 62% de la base de clientes móviles
• Servicios de Internet y móviles en casa agrupados: 38% de los clientes
• Planes personalizados de Enterprise: 45% del segmento de clientes comerciales

Programas de fidelización y recompensas

El programa de fidelización de Verizon 'Verizon Up' incluye:

Métrico de programa	Valor
Miembros totales inscritos	73.4 millones
Valor de recompensa anual	$ 287 por miembro
Tasa de retención	84%

Aplicaciones móviles de autoservicio

Estadísticas de uso de la aplicación móvil de Verizon:

• Descargas totales de aplicaciones: 156.2 millones
• Usuarios activos mensuales: 89.7 millones
• Pago de factura a través de la aplicación: 67% de los clientes
• Gestión de planes a través de la aplicación: 72% de los clientes

Gestión de cuentas empresariales y empresariales dedicadas

Métricas empresariales de la relación con el cliente:

Segmento empresarial	Total de clientes	Valor de contrato promedio
Grandes empresas	12.600 clientes	$ 3.4 millones por contrato
Negocios de mercado medio	47,300 clientes	$ 780,000 por contrato
Segmento de pequeñas empresas	134,500 clientes	$ 185,000 por contrato

Verizon Communications Inc. (VZ) - Modelo de negocio: canales

Tiendas minoristas y redes autorizadas de distribuidores

Verizon opera 1,642 tiendas minoristas propiedad de la compañía a partir de 2023. La compañía mantiene una red adicional de aproximadamente 4.500 ubicaciones de concesionarios minoristas autorizados en los Estados Unidos.

Tipo de canal	Número de ubicaciones	Cobertura
Tiendas minoristas propiedad de la empresa	1,642	A escala nacional
Ubicaciones de distribuidores autorizadas	4,500	A escala nacional

Plataformas de ventas en línea

El canal de ventas digitales de Verizon genera $ 31.4 mil millones en ingresos anuales a través de su plataforma principal en línea Verizon.com. El sitio web procesa aproximadamente el 45% de los dispositivos de consumo y las transacciones de servicio de la compañía.

Plataforma en línea	Ingresos anuales	Porcentaje de transacción
Verizon.com	$ 31.4 mil millones	45%

Aplicación móvil

La aplicación móvil de Verizon tiene 78.3 millones de usuarios mensuales activos a partir de 2023. La aplicación admite más del 65% de las interacciones de servicio al cliente y las funciones de administración de cuentas.

• Usuarios activos mensuales totales: 78.3 millones
• Interacciones de servicio al cliente: 65%
• Funciones de gestión de cuentas: integral

Centros de llamadas de servicio al cliente

Verizon opera 23 centros de llamadas de servicio al cliente con 12.500 representantes dedicados de atención al cliente. Estos centros manejan aproximadamente 85 millones de interacciones de clientes anualmente.

Métrico del centro de llamadas	Valor
Centros de llamadas totales	23
Representantes de atención al cliente	12,500
Interacciones anuales del cliente	85 millones

Equipos de ventas directos para clientes empresariales

Verizon mantiene 1.750 representantes de ventas empresariales dirigidas a grandes clientes corporativos y gubernamentales. Estos equipos generaron $ 22.7 mil millones en ingresos por segmento empresarial en 2023.

Métrica de ventas empresariales	Valor
Representantes de ventas empresariales	1,750
Ingresos de segmento empresarial	$ 22.7 mil millones

Verizon Communications Inc. (VZ) - Modelo de negocio: segmentos de clientes

Usuarios de consumo móvil e internet

A partir del cuarto trimestre de 2023, Verizon reportó 142.8 millones de conexiones minoristas inalámbricas. Los ingresos del segmento de consumo inalámbrico fueron de $ 22.5 mil millones en el cuarto trimestre de 2023.

Detalles de segmento	Datos cuantitativos
Conexiones inalámbricas totales del consumidor	142.8 millones
Ingresos inalámbricos del consumidor (cuarto trimestre de 2023)	$ 22.5 mil millones
Suscriptores de teléfono pospago	94.1 millones

Empresas pequeñas y medianas empresas

El segmento de negocios de Verizon atiende a aproximadamente 1.3 millones de clientes comerciales en varias industrias.

• Ingresos del segmento de negocios: $ 8.4 mil millones en el cuarto trimestre 2023
• La base de clientes empresariales abarca múltiples sectores que incluyen atención médica, finanzas y fabricación
• Soluciones comerciales 5G dirigidas a la transformación digital

Grandes clientes corporativos y gubernamentales

Verizon proporciona servicios de red para 95% de las compañías Fortune 500.

Gobierno/segmento empresarial	Estadística
Cobertura del cliente Fortune 500	95%
Ingresos del contrato gubernamental	$ 3.2 mil millones anualmente

Consumidores de entretenimiento digital

Las ofertas de entretenimiento de Verizon incluyen:

• 5,4 millones de suscriptores de TV Fios
• Disney+, asociaciones de Netflix
• Ingresos de la plataforma de medios: $ 1.8 mil millones en 2023

IoT y organizaciones centradas en la tecnología

Las conexiones IoT de Verizon alcanzaron los 123 millones en 2023.

Métricas de segmento IoT	Puntos de datos
Conexiones totales de IoT	123 millones
Ingresos de IoT	$ 2.3 mil millones en 2023

Verizon Communications Inc. (VZ) - Modelo de negocio: Estructura de costos

Mantenimiento de infraestructura de red

Los costos de mantenimiento de infraestructura de red de Verizon para 2023 totalizaron $ 17.4 mil millones. Esto incluye gastos para:

• Expansión de la red 5G
• Actualizaciones de infraestructura de fibra óptica
• Mantenimiento de la torre celular
• Reemplazo de equipos de red

Categoría de costos de infraestructura	Gasto anual (2023)
Mantenimiento de la red de fibra	$ 6.2 mil millones
Mantenimiento de la red inalámbrica	$ 5.8 mil millones
Infraestructura del centro de datos	$ 3.4 mil millones
Actualizaciones de seguridad de red	$ 2 mil millones

Investigación y desarrollo de tecnología

Verizon invirtió $ 5.6 mil millones en gastos de I + D Durante 2023, centrándose en:

• 5G Avance de la tecnología
• Soluciones informáticas de borde
• IA e integración de aprendizaje automático
• Innovaciones de ciberseguridad

Salarios y capacitación de los empleados

Los gastos totales relacionados con el personal para 2023 alcanzaron $ 18.3 mil millones, que incluyen:

Categoría de gastos	Costo anual
Salarios base	$ 14.2 mil millones
Programas de capacitación de empleados	$ 640 millones
Beneficios y compensación	$ 3.46 mil millones

Marketing y adquisición de clientes

El gasto de marketing de Verizon en 2023 fue $ 3.9 mil millones, con desglose de la siguiente manera:

• Publicidad digital: $ 1.2 mil millones
• Publicidad de medios tradicional: $ 1.5 mil millones
• Programas de retención de clientes: $ 700 millones
• Campañas promocionales: $ 500 millones

Licencias de espectro y cumplimiento regulatorio

Los gastos regulatorios y relacionados con el espectro para 2023 totalizaron $ 2.7 mil millones:

Categoría de cumplimiento	Gasto anual
Tarifas de licencia de espectro	$ 1.8 mil millones
Costos de cumplimiento regulatorio	$ 900 millones

Verizon Communications Inc. (VZ) - Modelo de negocios: flujos de ingresos

Suscripciones de servicios móviles

En el cuarto trimestre de 2023, Verizon reportó ingresos de servicios inalámbricos de $ 18.2 mil millones. Las adiciones de la red telefónica pospago fueron 283,000 para el trimestre. Los ingresos totales de servicio inalámbrico para el año completo 2023 fueron de $ 73.7 mil millones.

Categoría de suscripción	Ingresos (2023)
Líneas telefónicas pospago	$ 45.6 mil millones
Líneas telefónicas prepagas	$ 5.2 mil millones
Dispositivos conectados	$ 1.9 mil millones

Servicios de Internet de banda ancha

Los servicios de Internet de Verizon FiOS generaron $ 3.4 mil millones en ingresos de banda ancha de consumo en 2023. Los ingresos totales de Internet fijos del consumidor alcanzaron los $ 15.2 mil millones.

• Suscriptores de Internet de fios: 4.3 millones
• 5G suscriptores de Internet en casa: 1.2 millones

Soluciones de tecnología empresarial

Los ingresos del segmento de negocios totalizaron $ 33.8 mil millones en 2023. Las soluciones empresariales generaron específicamente $ 12.6 mil millones en ingresos anuales.

Categoría de servicio empresarial	Ingresos (2023)
Servicios en la nube	$ 4.5 mil millones
Soluciones de seguridad	$ 2.3 mil millones
Servicios de red	$ 5.8 mil millones

Tarifas de ventas y equipos de dispositivos

Los ingresos por equipos para 2023 fueron de $ 22.1 mil millones. El precio promedio de venta de teléfonos inteligentes fue de $ 550.

• Ventas totales del dispositivo: 21.4 millones de unidades
• Ingresos de actualización del dispositivo: $ 6.7 mil millones

Contenido digital y servicios de entretenimiento

Los ingresos por medios digitales y entretenimiento alcanzaron los $ 1.8 mil millones en 2023.

Servicio de entretenimiento	Ingresos anuales
Transmisión de video	$ 780 millones
Publicidad digital	$ 1.02 mil millones

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.