Summary

Relive the Revolution: How T-Mobile’s Innovative “TEX” Model Transformed the Customer Service Landscape

Featured Guest Speaker:

Mark Nolan – Vice President, Global Care with T-Mobile

In the past 24 months, T-Mobile has been ranked the number one wireless company for customer service by Nielsen, and then JD Powers gave them the highest score ever awarded to a wireless-provider in customer service quality. The “Un-carrier” recipe for success? T-Mobile’s cross-functional customer service “Team of Experts,” or “TEX,” model.

T-Mobile’s cross-functional customer service TEX model has been all the rage since inception. It has challenged conventional wisdom, busted myths and is a game changer. And clearly the results speak for themselves. The “TEX” model has achieved higher CSAT, FCR and Upsells; drastically reduced agent attrition; reduced customer churn rate; and a decrease in overall cost to serve.

The TEX model mimics an “account management” structure commonly adopted in the B2B environment, and entirely untested in a B2C environment. And it has to scale across thousands of customer service agents globally, servicing over 40 million customers.

See the moves that got them to where they are today. Join Mark Nolan, Vice President, Global Care with T-Mobile and hear:

• Insights to the innovative “TEX” model
• Journey to transforming the customer service landscape
• Best practices and how they managed the change
• Impact and outcomes

Mark leads our Global Care organization which includes 20+ call centers in six countries with more than 15,000 employees. As the VP of Global Care, Mark is also responsible for strategic planning, operations, contract negotiation and overall performance of T-Mobile partners. Under his leadership, Global Care has gone through a significant consolidation into larger super centers, developed an industry first win-win commercial construct and implemented T-Mobile’s first ever ex-pat program to support the roll-out of T-Mobile’s Team of Expert with our partners. The transformation of Global Care has allowed T-Mobile’s customers to receive a 24/7 Famous for Care experience. Prior to T-Mobile, Mark spent 17 years with MBNA/ Bank of America where he held multiple leadership roles.

With the objective of curating a dynamic customer experience ecosystem, the TP Talks webinar series is focused on inspiring ideas on how companies can adapt to become truly customer-centric. You will learn from best practices, big trends, innovations and real-world success stories for managing ever-changing customer expectations.

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