Devouring all kinds of phone use after a few years one is ready to move to the next thing -- especially when nearing one’s final phone payment. At the time, customer look to switch services, even if it doesn’t mean buying a new phone. Verizon was looking for ways to keep those customers around, and it used data insights via SMS and “personalized dynamic” email -- well before the final payment -- to reduce that negative churn. What came from this was a 101% improvement in device upgrade conversion rate. Don’t hang up!