Outgoing T-Mobile product chief Mike Katz says what many customers already feel: the Un-carrier era changed because it wasn’t sustainable. Katz recounts how “pain-free wireless” helped T-Mobile grow from low-double-digit share to roughly a third of the market—but now the focus is retention, not acquisition. T-Mobile has dropped several Un-carrier policies and is leaning into AI (IntentCX) to proactively reduce churn. Dealers should prepare for more bill predictability and ret