Bala Maddali serves as the Head of Conversational AI and Generative AI Customer Experience Product Management at Verizon, where he plays a pivotal role in redefining how customers interact with technology. With a strong focus on human-centered AI, Bala is committed to bridging the gap...
Bala Maddali serves as the Head of Conversational AI and Generative AI Customer Experience Product Management at Verizon, where he plays a pivotal role in redefining how customers interact with technology. With a strong focus on human-centered AI, Bala is committed to bridging the gap between digital solutions and human experiences, ensuring that Verizon’s offerings resonate deeply with users. His leadership is instrumental in spearheading the vision and strategy for AI-powered conversational experiences, including chatbots, voice interactions, messaging, and search functionalities tailored for the Verizon Consumer Group.
Under Bala's guidance, the team has successfully pivoted traditional chatbot functionalities from merely cost-saving tools to dynamic revenue-generating assets. By implementing innovative strategies that emphasize earning the right to sell and cross-sell, Bala has unlocked new avenues for business growth and customer engagement. His insights-driven approach combines rigorous data analysis with a deep understanding of customer experience, enabling Verizon to enhance its service offerings while driving operational efficiency.
Bala's expertise spans various domains, including telecommunications, software project management, and agile methodologies, making him a versatile leader in the tech landscape. His ability to influence and innovate is complemented by his storytelling skills, which help communicate complex ideas in a relatable manner. As the industry increasingly leans towards AI-driven solutions, Bala Maddali stands at the forefront, championing a future where technology and humanity coexist harmoniously, ultimately enriching the customer journey and driving sustainable business success.
