T-MOBILE
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LivePerson , Drake said : “ The frustration of endless robotic phone menus and transfers from rep to rep can ruin a customer ’ s experience – so we ended it . Now with T-Mobile ’ s Team of Experts , our customers can get assistance when and how they want to – including via messaging .”
In Drake ’ s interview with John Carney , he noted that the decision to introduce this service was driven by an understanding of modern smartphone usage , particularly the focus on messaging and video streaming . Today , the commitment to T-Mobile customers ’ love for watching video on their smartphones has seen the firm launch a free Netflix subscription with its T-Mobile ONE family package . This attention to detail can be traced back to John Legere ’ s influence as CEO , who has reportedly instructed each of the company ’ s executives to speak to customers every day , thereby instilling the laudable culture of customer-centricity through consulting with those customers about what they want from their network provider .
T-Mobile ’ s next major step in its digital journey is no secret : the much-
APRIL 2019