To elevate customer experience, the country’s largest fully integrated network PLDT Inc. (PLDT) and its wireless unit Smart Communications, Inc. (Smart) launched their first-ever nationwide Customer Experience Congress to transform the group’s entire workforce, reiterating their commitment to put the customers at the heart of the organization.
Attended virtually by thousands of PLDT and Smart employees, PLDT Group President and CEO Alfredo S. Panlilio and the rest of the top management team faced tough questions from customers, shared various insights on customer service, and presented a CX Charter as a group-wide guiding principle in their ways of working.
“In recent years, we have taken bold steps to ensure telco leadership in many aspects: from our aggressive network transformation to our continuous product and service innovations. At the end of the day, we must remember that everything that we do is not just because we love technology: We are here to serve our customers and remain relevant to them, assuring them that they can count on us,” Panlilio said.
“Customer obsession will forge the path in ensuring we deliver our service promise. This will differentiate us in everything that we do. Our customers are the reason we are here, and it is our duty to ensure they can count on us every step of the way,” said Noel C. Lorenzana, Chief Customer Advisor at PLDT and Smart.
The PLDT group has been constantly improving its customer service by streamlining its ways of working – from enhancing customer care channels to launching digital hubs nationwide; deploying digital solutions and tapping partners to accelerate payment services; continuously expanding its fiber and wireless networks; creating innovative products and services; and responding quickly to restore services and provide relief during times of disasters or emergencies.
In addition, PLDT and Smart invested nearly ₱3 billion in cybersecurity infrastructure in 2021 to safeguard their customers against emerging cyberthreats and other online criminal activities. They have also launched regular customer education campaigns to help subscribers identify red flags that indicate fraud.
“It’s all about our customers. When we make decisions with our customers at the core, it creates meaningful connections and defines who we are as an organization; one that deeply embraces “Count on Us” as our expression of customer obsession,” said Jeanine Rubin, Head of Customer Experience at PLDT and Smart.
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