Verizon's recent changes are negatively impacting its customer experience.

Verizon is implementing a cost-cutting strategy, including layoffs of non-union staff, to address customer losses. The company expects this to reduce labor expenses by approximately 20%.

The workforce reduction, the largest in the company's history, is underway and affecting operations.

Key retail positions have been cut, changing store operations. Some locations and service units are understaffed, while third-party locations struggle to assist customers and redirect them to corporate stores, worsening the problem.

In a survey, 43% of 990 respondents believed customer service had declined due to the layoffs. 27% had not observed any changes, and 30% felt it was too early to judge.

CEO Dan Schulman stated in November 2025 that Verizon needs to be more efficient and that cost reductions are now a priority.

Employee morale is reportedly declining, with both laid-off and remaining staff feeling negative impacts. This compounds existing customer complaints about Verizon's service and AI chatbots.

Schulman aims to improve efficiency and create a customer-focused culture.

While it is early to assess Schulman's performance, customers will focus on service quality. Excellent customer service was a key aspect of Verizon's success. Further deterioration due to layoffs could encourage customers to switch providers.