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. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

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Go behind the scenes with customer experience leader Blake Morgan to explore the secrets of the world’s most customer-centric companies. Blake is one of the world’s top keynote speakers, authority on customer experience and the bestselling author of “The Customer Of The Future” The Modern Customer reaches thousands of people each week conveying a message of how we make people feel - in business and in life - matters. Her weekly show explores how businesses can make customers’ lives easier and better, featuring experts that provide simple, tangible advice you can immediately apply at your own organization. Today’s customers have the luxury of choice. The answer is simple; choose customer experience and customers will choose you. Learn how to put a stake in the ground on customer experience by tuning into The Modern Customer Podcast each week with Blake Morgan.