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Customer obsession ‘done with a twinkle in your eye’

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Customer obsession ‘done with a twinkle in your eye’

Hello and welcome to Modern CEO! I’m Stephanie Mehta, CEO and chief content officer of Mansueto Ventures. Each week this newsletter explores inclusive approaches to leadership drawn from conversations with executives and entrepreneurs, and from the pages of Inc. and Fast Company. If you received this newsletter from a friend, you can sign up to get it yourself every Monday morning.

When I was a tech reporter in the early and mid-2000s, T-Mobile was the runt of the telecom litter. The carrier was one of the smallest and arguably the scrappiest player, embracing its challenger status by marketing itself starting in 2013 as “the un-carrier” as it rolled out streamlined wireless service plans aimed at grabbing share from bigger rivals. 

Thanks in part to its 2020 merger with Sprint, T-Mobile is no longer the little guy. Last week, the company announced stronger-than-expected third-quarter earnings, raised profitability and cash flow guidance, and said it now expects to add approximately 1.0 million postpaid accounts in 2026. The company reported total revenue of $88.3 billion in 2025, up 8.5% annually, and ended last year with 142.4 million customers across all its services. T-Mobile’s current market capitalization is about $167 billion, behind Verizon at about $186 billion but ahead of AT&T at roughly $144 billion. 

But Srini Gopalan, who became CEO of T-Mobile a year ago after an eight-month stint as chief operating officer, says the company has no intention of shedding its spunky mentality—or its quest for growth—despite its scale.



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