Case Study: T-Mobile achieves a seamless multichannel customer experience with ForeSee

T-Mobile - Customer Case Study

T-Mobile, the Bellevue-based wireless provider, has measured its online customer experience with ForeSee since 2006 as its business expanded from a static marketing site into a complex web, mobile, and telesales journey. As traffic shifted heavily to mobile and customers moved across channels during research and purchase, T-Mobile needed a clearer view of the full customer lifecycle and more reliable insight into where the experience was breaking down.

Using ForeSee’s voice-of-customer platform, including the Executive Portal and cxReplay, T-Mobile shared satisfaction data across teams, identified funnel drop-offs, and quickly resolved issues such as mobile login problems. ForeSee helped T-Mobile improve decision-making, increase internal alignment, and act faster on customer insights, leading to measurable gains in customer experience visibility and more targeted improvements to conversion and satisfaction.

T-Mobile

Christy Bauman

Sr Web Analyst, T-Mobile