Case Study: T-Mobile achieves 18,000+ engaged frontline users and 800+ experience improvements with Medallia Ideas

Improving employee and customer experiences through crowdsourcing ideas

T-Mobile, the consumer-focused “Un‑carrier,” needed to scale and increase engagement in its frontline feedback program so retail employees’ ideas could more easily reach headquarters teams. Early efforts using spreadsheets, SharePoint and a program management tool only reached about 600 users, so T‑Mobile partnered with Medallia—building on its Medallia Experience Cloud success—and adopted Medallia Ideas to create a more engaging idea-crowdsourcing program.

Using Medallia Ideas to launch the T‑Action portal, T‑Mobile enabled commenting, voting, targeted prompts and moderator-led discussions, backed by a dedicated manager and executive sponsorship. The Medallia-powered solution grew to 18,000+ users in under two years, generated 3,000+ ideas in 2021 and delivered 800+ experience improvements (including 60 pain points resolved, 150 new ideas implemented and 600+ knowledge gaps redirected), proving measurable impact on employee and customer experience.

T-Mobile

Jeff Whitney

Senior Program Manager