How Culture and “Big Data” Enable Customer Experience Success: Inside Scoop with Rob Strickland, Former CIO of T-Mobile USA


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CustomerThink Founder Bob Thompson interviews Rob Strickland, President of Strickland Consulting and former CIO of T-Mobile USA, about how business strategy, technology and customer experience can come together to drive business performance.

Key discussion topics:

  • How social media is driving interest in real-time analytics of “Big Data”
  • Why executives must “get out of the ivory tower” to lead a truly customer-centric organization
  • The proper role for technology to enable and empower front-line employees
  • How to analyze and resolve cross-channel experience issues that span organization silos
  • The emerging strategic role for CIOs to help deliver superior customer service experiences that drive business results

Interview recorded June 29, 2011.

Rob Strickland
Rob Strickland is President of Strickland Consulting LLC, which advises companies surrounding the ecosystem of carrier service providers focusing on the use of technology to achieve strategic business results. Previously, Rob was SVP and CIO of T-Mobile USA, Inc., and was responsible for an operation that supported 33.8M wireless subscribers in North America. Strickland has also held senior executive technology positions at EchoStar Communications Corporation and Landmark Communications.


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