Callie Field on retail strategy
From Keynote Remarks by Callie Field, EVP, Customer Care, T-Mobile · · RCR Wireless News
“Many brick‑and‑mortar stores are struggling but our customers told us they want a robust retail experience — we've opened almost 2,000 stores over the last two years and another 1,500 MetroPCS locations, bringing jobs and real estate development to over 800 new cities and 100 new markets.”
On , Callie Field, Strategic Advisor at T-Mobile US, spoke about retail strategy during Keynote Remarks by Callie Field, EVP, Customer Care, T-Mobile on RCR Wireless News.
About Callie Field
Callie Field, Strategic Advisor at T-Mobile US, has been involved in the company's earnings calls and customer experience initiatives. During T-Mobile's Q3 2023 earnings call, Field stated that the company delivered "one of our highest postpaid phone net adds and lowest phone churn quarters in history" and its "highest Enterprise postpaid net adds ever." She attributed this performance to network leadership and solutions built for enterprise and government clients, noting that these customers are choosing T-Mobile "not because we're the lowest price but because of solutions we've deployed, like the hybrid 5G network at Boston Children's Hospital." In a 2017 keynote, Field discussed T-Mobile's "uncarrier" strategy, which she described as breaking the rules of wireless carriers to simplify customer experiences. She highlighted that the company had invested billions in its network, covering 316 million pops of LTE, and was deploying 600 megahertz spectrum with 5G-ready equipment. Field also noted that T-Mobile had more than doubled its customer base and revenue in recent years, opened nearly 2,000 stores, and reduced calls per customer by almost 32% through self-service and digital tools. She emphasized that the company measures success by customer happiness, retention, deeper relationships, and reduced effort.