T-Mobile Focused Feedback at the Speed of Business


Today’s customers desire personalized and relevant experiences that go far beyond simply resolving their issues or answering questions. T-Mobile, the Un-carrier, set out to revolutionize the industry using a customer experience obsessed approach, and the results speak for themselves.

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Susanna Hadley leads the Front Line Experience Quality Programs Team within the T-Mobile Care organization, and is in charge of managing programs that drive insights and customer experience initiatives. Watch to hear how she drives T-Mobile's service experiences over mobile messaging and feedback, and leverages a unique community of specialized customer care agents who deliver a truly ground-breaking and tailored customer experience.

Watch to learn:

  • How real-time mobile messaging and feedback via Medallia Conversations can speed the pace of service delivery and improvement
  • A simple four step process for focusing feedback on key business questions
  • How to turn a traditional model for customer care on it’s head to deliver truly exceptional experiences at the frontline



Susanna Hadley, CCXP
Sr. Manager
Frontline Experience Program Management Operations
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