Building A Customer-Centric Culture Through Operations At T-Mobile

This week on The Modern Customer Podcast, Kimberly Wyman, VP of Customer Support at T-Mobile for Business, shares how operations and customer experience work hand in hand to create a customer-centric culture at scale.

With nearly 20 years at T-Mobile—she’s seen firsthand how empowered employees and streamlined operations drive exceptional customer service.

The conversation explores the balance between CX investments and business impact, the role of AI in enhancing human interactions, and how T-Mobile empowers employees at all levels to take ownership of the customer experience.

Listen now for insights on building a scalable, customer-centric culture through smart operations and innovation.

Top 5 Takeaways from the Episode

📌 2:27 | Customer-Centric Culture at T-Mobile

📌 5:28 | Operations as a CX Advantage

📌 7:02 | Customer-Centric vs. Business Impact

📌 9:08 | The Ultimate Problem-Solving Question

📌 16:45 | Using AI to Enhance Human-Centered Customer Support

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

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