Jerome Cheatham, East Area President, Verizon

Invest: spoke with Jerome Cheatham, East area president of Verizon, about how Charlotte’s growth is reshaping connectivity demand, why customer experience remains the company’s top priority, and how Verizon is investing in network capacity, partnerships, and talent across the Southeast. As Cheatham told Invest:, “The priority is the experience, and we’re never going to walk away from that,” underscoring Verizon’s approach to growth in one of the country’s most dynamic markets.

How have the past year and the start of 2026 shaped Verizon’s priorities in Charlotte and across the Southeast?

We remain focused on two things. The first is delivering a world-class customer experience. The second is making sure customers understand the value of the full range of products and services we offer, from mobile to home internet and broader convergence solutions.

When I look at the Southeast, and Charlotte in particular, population growth stands out immediately. Charlotte continues to attract people and businesses, and that changes the demands on connectivity. As more people move into fast-growing hubs, we have to think carefully about how we deliver service, support customers, and continue to raise the bar on experience.

The other major factor is AI. It is no longer just a concept people are discussing. It is already shaping how companies operate and how customers expect to interact with brands. For us, the question is how we use technology, including AI, to improve customer experience and respond to growing connectivity needs in smarter ways.

As Charlotte grows as a business and population hub, how is that affecting demand for Verizon’s services?

Charlotte is an important market for us. It is a center of commerce, a place people continue to move to, and a city that plays an increasingly important role in the Southeast and nationally. That means demand keeps growing, both from residents and from businesses.

We feel good about our ability to meet that demand because we have an extensive footprint of physical locations and a strong presence in the market. Just as importantly, we want our teams in those stores to reflect the customers we serve. As Charlotte’s demographics evolve, we believe it matters that customers walk into our locations and see people who understand them and can meet them where they are.

We are also planning ahead. We are not waiting for demand to become visible before we respond. We are investing in the network in anticipation of continued growth, so Charlotte customers have the level of service and reliability they expect from Verizon.

What does that investment look like in practical terms across network infrastructure?

Our approach is to get there before the population does. We track trends closely, and when we see growth coming, we move early. In Charlotte, that has meant targeted upgrades to strengthen the Verizon network and improve both coverage and capacity.

That includes different use cases. Whether someone is streaming a Panthers game downtown, working remotely from home, or running a business that depends on reliable connectivity, we want the network to perform seamlessly.

One of the ways that is happening is through more creative infrastructure deployment. Instead of relying only on traditional towers, we have installed hundreds of smaller antennas on utility poles and streetlights to build dense 5G Ultra Wideband coverage. That gives us the flexibility to support the kind of connectivity people increasingly expect in a growing city like Charlotte.

How do you balance infrastructure investment with cost discipline and return expectations?

It comes back to strategic priorities. Customers expect a great network from Verizon, and for us, that is not optional. If we are not delivering on that promise, then we are not aligned with what the brand stands for.

That means our investment decisions start with the experience we want customers to have. We look at how to expand capacity, how to improve coverage, and how to do so in thoughtful and targeted ways. But the guiding principle is constant. The priority is the experience, and we’re never going to walk away from that.

That focus drives how we think about investment. We are disciplined, but we are also clear that network quality and customer experience remain fundamental to long-term success.

How are enterprise client needs evolving, especially around AI, cloud, and real-time data?

AI is definitely reshaping the conversation. It is here, and it is not just another tool sitting on the sidelines. Customers are already thinking about practical applications, real-time operations, and how technology can help them serve their own customers more effectively.

For Verizon, that means making sure our network can support those moments. Enterprise customers need connectivity that is fast, secure, and dependable enough to handle increasingly sophisticated use cases. Whether that involves high-volume traffic, real-time data processing or more connected environments, the underlying requirement is the same: the network has to perform.

A good example is Bank of America Stadium. It is a flagship connected venue for us. Between Panthers games, concerts, and other large events, you are talking about supporting tens of thousands of people in one place. That requires high-capacity infrastructure and a network designed for dense environments.

What role do partnerships play in expanding access and closing connectivity gaps?

Partnerships are essential. We work closely across the public and private sectors to understand needs and help build infrastructure that supports growth. That happens through our public sector teams, our small business teams, and our broader engagement with local communities.

On the small business side, initiatives like Small Business Digital Ready are important because they provide access to resources such as free AI training for business owners. That helps smaller companies adapt as technology continues to evolve.

We also believe our role goes beyond commercial service. As a technology company, we have a responsibility to support long-term digital readiness. That is why we invest in programs that expose students to STEM, virtual reality, and augmented reality tools. Building stronger connectivity ecosystems starts early, and education is part of that equation.

How important is Verizon’s work with first responders and public safety agencies in Charlotte?

That is a key part of the story. In a market like Charlotte, connectivity is not just about consumer convenience or business productivity. It is also about supporting public safety and resilience.

We have worked with local agencies and emergency services to reinforce network capabilities and support first responders during major events. That includes temporary mobile assets and permanent site reinforcement designed to ensure network priority and dependable service when demand spikes.

Whether it is a large sporting event, a festival, or another high-traffic moment, that work reflects our broader commitment to the market.

How are your talent needs evolving as technology changes?

Charlotte is an attractive market for talent because of its growth, its economic diversity, and the opportunities it offers. For us, attracting talent starts with making sure we look like the communities we serve. That matters in a customer-facing business.

The skills we need are also evolving. Technical expertise remains important, but durable skills matter just as much. Problem-solving, communication, agility, and the ability to meet customers where they are all remain essential.

We want people who can navigate technology, but who also understand how to build trust, solve problems, and create a positive experience in every interaction, whether that is in a retail store, over the phone, or in a business meeting.

Looking ahead, where do you see the biggest opportunities for Verizon in Charlotte?

The biggest opportunity is to make sure the experience we deliver keeps pace with Charlotte’s growth and stays ahead of it. As the market becomes even more dynamic, we want our retail experience, our network performance, and our use of technology to keep improving.

That means continuing to invest in a best-in-class retail footprint, a best-in-class network, and the tools that help us operate more effectively. AI will be part of that, along with ongoing infrastructure expansion and continued attention to customer needs.

Charlotte matters a great deal to us. We see it as a barometer for what is happening across the country. The feedback we receive here and the experience we deliver here help inform how we serve customers across the broader enterprise. That is why we see significant opportunity in the market, and why we expect to keep investing in it.