Customer Experience and Brand Strategy with T-Mobile's President | CXOTalk

In Episode 811 of CXOTalk, host Michael Krigsman speaks with Jon Freier, President of the Consumer Group at T-Mobile, in a thought-provoking conversation focusing on the dynamics of customer experience and brand strategy in wireless. This episode provides deep insights into how a major telecom company navigates market challenges and opportunities.
Key insights you will learn in this episode:
Disruptive Strategies in Telecom: Gain an understanding of how T-Mobile's 'Un-carrier' strategy, initiated in 2013, disrupted the traditional telecom industry, emphasizing customer-centric policies over conventional norms.
Leveraging Data for Customer Engagement: Learn about the role of data analytics, and personalization in crafting customer experiences. Freier discusses the nuances of serving a diverse customer base and the importance of aligning technology with user needs.
Social Responsibility in Tech: The conversation extends beyond business strategies to examine the broader social implications of technological advancements. Freier touches on topics like youth safety in the digital world, showcasing how a telecom giant contemplates its societal impact.
Watch this important discussion and go behind the scenes of T-Mobile’s strategies, for valuable lessons on customer engagement, technological innovation, brand strategy, and social responsibility in the fast-evolving telecom industry.
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Read the complete transcript: www.cxotalk.com/episode/customer-experience-and-brand-strategy-at-t-mobile
Jon Freier is the President of T-Mobile’s U.S. Consumer Group, leading consumer-facing brands and operations for both postpaid and prepaid customer segments. He’s responsible for thousands of employees spread across teams that lead consumer strategy and experience, consumer marketing, consumer operations, go-to-market planning, branded retail and customer service and the portfolio of independently owned and operated sales and distribution channels.
Starting with T-Mobile’s originating company, Western Wireless, Jon began on the frontline when the company had fewer than 75,000 customers. Since that time, he has transformed T-Mobile’s Consumer Group into an award-winning team, contributing to one of the largest and fastest retail expansions in American history and garnering countless customer-experience accolades. This extraordinary growth allowed the Un-carrier to reach tens of millions of additional customers throughout America’s largest cities and smallest towns over the last few years.
Michael Krigsman is an industry analyst and publisher of CXOTalk. For three decades, he has advised enterprise technology companies on market messaging and positioning strategy. He has written over 1,000 blogs on leadership and digital transformation and created almost 1,000 video interviews with the world’s top business leaders on these topics. His work has been referenced in the media over 1,000 times and in over 50 books. He has presented and moderated panels at numerous industry events around the world.
#cxotalk #customerexperience #brandstrategy #tmobile

[@rayhere7925]

Super insightful discourse. Especially how he hammers in on EX and CX being intertwined

[@reginamemoriesforever-vc8ql]

Why do they organise by geography and not customer segments? I think the strategy is very traditional

[@CXOTalk]

Great question. I think their consumer customer base is so large and diverse that segmenting would be hard. However, they do offer business services, which is under the umbrella of a different group. Bear in mind that the interviewee is president of the consumer group and business groups fall outside his responsibility.