Executive Summary (This is a document excerpt)

As part of an analysis of 16 firms, Forrester evaluated the customer experiences delivered by four large wireless carriers: Cingular (now AT&T), Verizon Wireless, Sprint, and T-Mobile. Overall, the carriers ended up with the lowest average score compared with other industries. In particular, the experiences these firms delivered were worse than other firms when it came to certain email and phone agent criteria. But while each of the wireless carriers suffered from a different set of problems, our analysis also uncovered a number of good practices as well, such as T-Mobile's flexible shopping cart and Cingular's helpful phone agents.

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