This time it's personal

T-MOBILE PRIORITIZES HUMAN CONNECTIONS IN ITS INNOVATIVE APPROACH TO CUSTOMER SERVICE

T-Mobile has long positioned itself as an outsider and disruptor in the wireless industry. The “Un-carrier” moniker adopted by T-Mobile in 2013 was a nod to its non-traditional approach, which prioritized customer service in an industry that too often seemed to treat customers as antagonists. T-Mobile’s customer-focused innovation efforts have helped set the company apart from its competitors—and have earned it a spot on Fast Company’s list of the Best Workplaces for Innovators.

Callie Field, executive vice president of customer care at T-Mobile, explains the evolution of Team of Experts, the company’s signature customer service program that launched nationwide in 2018. The goal: to give customers a more personalized—and human— call-center experience.

What’s the idea behind Team of Experts?