Case Study: AT&T Mobility achieves unified internal and external customer experience with Loyalty360

AT&T - Customer Case Study

AT&T Mobility engaged Loyalty360 (via its Inside CX / CX Advisors approach) to tackle a fragmented customer experience: the company needed to align internal teams, external partners, and technology around a truly customer‑centric, omnichannel journey. The challenge was cultural and operational — moving from siloed processes and survey‑only Voice of the Customer programs to an agile, measurable system that saved customers time, effort, and money while keeping employees and executives engaged.

Loyalty360 helped AT&T Mobility implement a three‑pronged program of strategy, execution capability and change management, including cross‑team workshops, a five‑stage Collaborative Maturity Model, employee immersion curricula, a CX Scoring Tool, and a CX Change & Readiness Plan. The result was measurable organizational alignment: teams progressed through the maturity stages, CX metrics and scoring became embedded in decision‑making, and “data rich” inputs were converted into actionable customer intelligence and stories — driving noticeable, ongoing improvements in end‑to‑end customer experience under Loyalty360’s guidance.

AT&T Mobility