T-Mobile keeps pushing customers toward using its T-Life app despite clear frustration. The company wants people to handle more tasks themselves instead of talking with the staff. Many users complain online about this shift, which started last year when T-Mobile replaced older apps.
Customers visiting stores must use the app even for simple upgrades. CEO Mike Sievert claims people like the changes, though social media tells a different story. He boasted that twice as many customers upgraded phones digitally compared to three months ago. Employees feel pressure to make shoppers use the app rather than helping them directly.
The company partnered with OpenAI to create systems that solve problems before customers need human help. Workers worry about keeping their jobs as more services move to automation. T-Mobile never officially announced this strategy change, which adds to employee anxiety. The company could ease fears by explaining why these changes matter rather than just forcing them on everyone.
Customers visiting stores must use the app even for simple upgrades. CEO Mike Sievert claims people like the changes, though social media tells a different story. He boasted that twice as many customers upgraded phones digitally compared to three months ago. Employees feel pressure to make shoppers use the app rather than helping them directly.
The company partnered with OpenAI to create systems that solve problems before customers need human help. Workers worry about keeping their jobs as more services move to automation. T-Mobile never officially announced this strategy change, which adds to employee anxiety. The company could ease fears by explaining why these changes matter rather than just forcing them on everyone.
