The telco consumer’s preferences are evolving constantly. With that, carrier leadership must adapt its channel service strategy to meet expectations. Retail, a more traditional channel of service, must adapt as well. Aleeta Willcuts, former T-Mobile VP of Retail Experience & Strategy, gives her insights into how carriers should adapt.
Key takeaways:
- Carrier retail stores need to shift from transactional focus to experience focus
- The app and retail stores should address mobile device care as a competitive differentiator
- AI will help standardize rep customer management and introduce more up/cross-sell
- Carriers need to instill journey or process continuity as customers transition from app service to store service
