T-Mobile: Customer UX Strategy Starts with Happy Employees

Callie Field is the Executive Vice President and Chief Customer Experience Officer of T-Mobile. After graduating from Texas Tech University with a Master of Business Administration degree and a Juris Doctor degree, Callie joined T-Mobile as a frontline employee selling cell phones to customers. After rising through the company’s ranks over the past 18 years, Callie leads a team of digital technologists and 30,000 experts in customer experience. She also serves as the executive sponsor of T-Mobile’s Multicultural Alliance Network, where she advocates for the company’s diversity, equity, and inclusion efforts.

Callie joins me today to share her journey from working as a frontline employee at T-Mobile to leading a team of more than 30,000 customer experience experts. She discusses why it’s important for her to connect with customer-facing employees at T-Mobile and highlights how improving customer experience starts with happy employees. She explains what 5G is in addition to how it can help impoverished communities and promote diversity and inclusion. Callie also shares her advice for young women who find themselves struggling in their careers.

“You can have the greatest tech in the world, but if you don’t have relationships with the people who promote your product and talk to your customers, you’re going to miss the mark.” - Callie Field

This week on Girls in Tech:

• Cultivating a culture of connection at T-Mobile
• How Callie “grew up” in T-Mobile and how she progressed to becoming Chief Customer Experience Officer
• How Callie’s bringing her passion for civil rights into T-Mobile
• Appreciating hustle and grit, and why young people should give themselves time to grow in their careers
• How tech is transforming and improving customer experience
• Using machine learning and AI for connection while maintaining the human element
• Callie’s advice for women in tech who are interested in T-Mobile

Related Content:

• Blockchain!

Connect with Callie Field:

• T-Mobile
• T-Mobile on LinkedIn
• T-Mobile on Instagram
• T-Mobile on Facebook
• T-Mobile on Twitter
• Callie Field on LinkedIn
• Callie Field on Twitter
• Email: [email protected]

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