T-Mobile started an extraordinary journey five years ago. From losing one million customers every year, they shifted focus to try and disrupt the industry, and in the US alone, they have added over one million customers per quarter for 21 consecutive quarters.
One contributing factor to this ongoing success is a keen focus on trying to understand customers' digital behaviors, why they behave the way they do, and to act upon that understanding.
To do this, T-Mobile partnered with Clicktale to gain a deep and accurate understanding of customer wants and needs, and to have personalized conversations with individuals on a huge scale.
In the video below, T-Mobile’s VP of Customer Journeys, Giles Richardson, discusses just one example of how this has been achieved, and the value that he places on understanding customers’ digital behaviors.
To hear more from Giles, and how digital experience analytics has helped T-Mobile understand and optimize their customers’ digital journeys, click on the banner below: