The Un-Carrier Initiative by T-Mobile Revamps a Caller’s Customer Experience

“We’ve moved beyond a time when people were satisfied with being treated like transactions, to an Era of Relationship where humans are an irreplaceable asset in providing memorable (and profitable) customer experiences. According to our recent CX Trends Report, nearly 70% of consumers report that “staff interaction” is highly influential in their decisions to buy more products, while another 65% reported that access to educators and experts is highly influential. So for brands committed to bringing humans back, ensuring they’re properly trained and supported must also be a priority. The data also showed that employees who aren’t well-informed don’t just deliver disappointing experiences, they can actually drive the once-loyal customer into the arms of competitors.”

Read more at Martech Advisor

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