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Verizon Plans Retail Restructuring, AI Risks Loom

11/2/2025

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Summary

Story summary

Verizon is weighing a retail restructuring that could close corporate-owned locations and shift more business to third-party retailers.
Some predict deep cuts across operations, including stores and call centers, which may result in longer customer wait times.
The company is likely to increase its use of artificial intelligence (AI) for customer service, but the approach could backfire if customers find it impersonal.

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Story summary

Verizon is weighing a retail restructuring that could close corporate-owned locations and shift more business to third-party retailers.
Some predict deep cuts across operations, including stores and call centers, which may result in longer customer wait times.
The company is likely to increase its use of artificial intelligence (AI) for customer service, but the approach could backfire if customers find it impersonal.