Callie Field

Executive Vice President, Customer Care T-Mobile

Callie Field is the executive vice president of Customer Care for T-Mobile and Metro by T-Mobile where she leads more than 30,000 customer-experience obsessed experts who have racked up more JD Power awards in customer service than any other wireless provider and achieved the highest scores in JDP history!

Callie’s T-Mobile journey started in 2002. After getting her law degree and MBA from Texas Tech, Callie launched her career—not as a civil rights attorney as planned—but as a wireless sales rep in a mall kiosk. Since then, Callie has taken on a variety of leadership roles at T-Mobile, including the retail team where she drove record-setting growth before eventually joining the award-winning Customer Care team. Today, Callie is the architect behind Team of Experts, a radically new care model that continues to break records, ensuring customers are happier, staying longer, deepening their relationship with T-Mobile, and doing all of it with less effort.

Callie prefers to spend most of her time visiting directly with her teams all around the world to celebrate their big wins and dreams. She loves to sing in her church choir, visit her family in Texas, and experience the outdoors.

Wednesday, August 26, 2020

Wednesday, August 26th, 2020

8:20 AM Take Ownership of Your End-to-End Customer Experience

Far and beyond the contact center alone, CCW 2020 addresses the complex and interconnected nature of the end-to-end customer experience. Beyond each of our individual, day-to-day responsibilities to the customer, how are we working to collaborate internally and rethink customer experience for the future. How can the contact center advocate for customer centricity and become the glue for a connected, end-to-end experience? 

In this dynamic opening panel, we will explore how:
  • Highly successful companies adapt to the blurred boundaries between products, services, and environments
  • Take an integrated view to design end-to-end experiences that are valuable to their customers and successful in the market
  • Breaking down silos and organizational collaboration is key to transforming experience delivery