How the Un-Carrier is Disrupting Norms with Digital Advice
T-Mobile USA embodies a customer-centered philosophy with some bold moves that have turned the mobile carrier market in the USA upside down. The company introduced a new streamlined plan structure for new customers which drops contracts, subsidized phones, overage fees for data, and early termination fees. The self-proclaimed “Un-Carrier” leveraged their customer-facing redesign to transform nearly every part of the organization, create a simple customer experience and deliver outstanding business results.
Peter Francis will explore how T-Mobile integrates Digital Advice in its digital experience to win customers through high-quality personalized interactions.
- Key trends in conversational commerce and its effects on winning and losing the customer in the digital marketplace
- The value of incorporating the human element into digital experiences
- The importance, expectation and emotional perspective of personalized content and recommendations
- A global brand’s perspective on what it takes to create successful digital advisors
About the speaker
Peter Francis is Vice President of Digital Growth & Acquisition at T-Mobile, where he is responsible for online discovery, marketing and direct sales, generating $2B+ in revenue for T-Mobile through eCommerce and telesales, served by a global team of 1,600 amazing digital marketers and frontline agents.
Prior to this role, Peter has served T-Mobile as VP Operations Management, Chief of Staff to the CEO and COO, and in an earlier stint, as Director of T-Mobile’s Corporate Strategy & Analysis group. In these roles, Peter has helped relaunch T-Mobile’s Challenger Strategy after the AT&T deal breakup, drove T-Mobile’s channel and distribution strategy, next generation network investment valuation, handset reverse logistics, and helped launch products like the Certified Open Box program and Walmart Family Mobile.
Peter joined T-Mobile from Amazon.com, where he led ecommerce for the Kindle device category (US .com sales), with additional responsibility for worldwide Kindle market planning. Peter draws on 20+ years of industry and consulting experience in ecommerce and operations management and enjoys innovating in the high tech space – from launching the world’s first open source production webserver on the IBM S390 mainframe to the early prototypes of the Kindle Fire. He has a Ph.D. in decision sciences from Northwestern University.