We worked with T-Mobile to improve key journeys for the customer experience. Conducting in-depth interviews with customers helped us break down key journeys into discrete modes and transactions between staff, customers and channels. Our work with a large cross functional team identified quick wins to improve key journeys and create more alignment between the delight-oriented brand and the customer experience.

Testimonial
Working with Brandinstinct exposed us to a rigorous approach to help understand and improve how our customers experience the T-Mobile brand. The strength of their methodology allowed us to generate creative and exciting ideas for enhancing brand-experiences, which were also grounded in the reality of customers' everyday lives.

- Lorna Farrar, Brand Experience Manager

Research & strategy, customer experience, front-line brand engagement

* Other telecom clients