In this episode, Ellie sits down with Don Spaulding, a seasoned innovation and product leader with over 17 years at Verizon. Don shares his remarkable journey from educational psychology to tech leadership, bringing a unique human-centered perspective to digital transformation. We explore how his background helps him develop data-driven strategies that improve customer experiences while maintaining trust and security. Don dives deep into the evolving landscape of AI in customer service, the growing threats of voice fraud, and the delicate balance between security and user experience.
The Elusive Consumer