T-Mobile’s dynamic approach to the customer experience is best encapsulated by its ‘un-carrier’ strategy. Officially debuting in 2013, this philosophy saw the company actively seeking to ‘break the rules’ of industry tradition, eliminating everything that has no (or even negative) consequence to the customer, including contracts and international roaming fees.

In early 2020, T-Mobile and Sprint merged to create a much-needed transformational nationwide 5G network, drive innovation in the US, and bring wireless access to people throughout the country*. The merger presented a significant challenge to its already monolithic supply chain technology and its ability to create a seamless experience across its retail landscape for both brands. T-Mobile’s cultural approach to supply chain solutions and their importance in the enablement of a unique and desired customer experience is what drives their competitiveness and agility today.

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