Omnichannel
Video: Reimagining the Retail Store and Mobile Device Experience
MCE staff
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
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