What does it take to scale customer-centric culture across an entire company? In this episode of The Modern Customer Podcast, Kimberly Wyman, VP of Customer Support at T-Mobile for Business, shares how T-Mobile empowers employees, streamlines operations, and uses AI to enhance customer service.
Kimberly has been with T-Mobile for nearly 20 years, witnessing the company’s evolution from a traditional wireless carrier to a technology-driven customer experience leader.
Top 5 Takeaways from the Episode
📌 2:27 | Customer-Centric Culture at T-Mobile
T-Mobile’s “Un-carrier” strategy put the customer at the center of every decision. Employees are empowered to solve customer problems autonomously, creating a culture of trust and innovation.
📌 5:28 | Operations as a CX Advantage
Scaling great experiences requires flexible guidelines, not rigid scripts. Operations at T-Mobile reduces complexity, ensuring frontline teams have the tools and freedom to best serve customers.
📌 7:02 | Customer-Centric vs. Business Impact
Customer-first decisions may cost more upfront but drive long-term loyalty and growth. T-Mobile balances customer experience, business goals, and risk management to ensure smart investments.
📌 9:08 | The Ultimate Problem-Solving Question
Kimberly’s go-to question for tackling tough challenges:
“What would have to be true to make this possible?”
This mindset shifts perspectives, breaks problems into manageable steps, and fuels innovation.
📌 16:45 | Using AI to Enhance Human-Centered Customer Support
T-Mobile for Business uses AI to power the human touch, giving employees faster, more comprehensive access to information to better serve customers. AI streamlines insights, enabling teams to deliver faster, more personalized support while keeping interactions human.
Building a customer-centric culture starts with smart operations, empowered teams, and a commitment to innovation. Kimberly shares how T-Mobile for Business aligns operations with CX to reduce complexity, give employees the tools to succeed, and ultimately deliver exceptional customer experiences at scale.
Tune in now to learn how T-Mobile for Business drives CX through operations, innovation, and culture.
Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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