North America

June 7 – 9, 2022  |  Nashville & Digital Experience

Denise Vidal

VP of Customer Care, T-Mobile

Denise Vidal, Vice President, T-Mobile Customer Care, is a visionary leader who recently took on an expanded role leading the T-Mobile National Customer Care teams including Social Media Care, Executive Customer Relations, Messaging, Prepaid Customer Care, and Global Care. Over the course of her T-Mobile career, she has held many roles across operations and support teams. As a result, she brings a great depth of Customer Care experience and focus, and knows how to work with back office partners to deliver meaningful initiatives that support the frontline, and ultimately improve the customer experience.

Denise joined T-Mobile in 2003 as the Director of the Ft. Lauderdale Call center until 2011. In 2012 she moved to a support role, leading the team responsible for Retention, and Methods and Procedures, where she drove the launch of T-Mobile’s first ‘no contract’ Un-carrier move. Most recently, Denise led an important team evolution, helping Learning & Development teams, Quality and Insights teams, and Customer Experience teams transform how critical aspects of the business are measured. Key wins include the introduction of NPS, scaling partnerships with CX benchmarking industries, and launching a new learning platform. Denise is a thought-leader, innovator, and avid business problem solver who is always ready to challenge the status quo. Her success in Care has come her passion for serving both customers and the frontline. Denise lives to challenge what is, to achieve greater!

Denise holds a Masters in Executive Leadership and serves on the University of South Florida’s Academic CX Steering Team.