PLDT Inc. (PLDT) and its wireless unit, Smart Communications, Inc. (Smart) Chairman and CEO Manuel V Pangilinan has reaffirmed the PLDT Group’s commitment “to putting customers at the heart of everything we do.”
In a message during the telcos’ celebration of Customer Care Month, Pangilinan emphasized the company's unwavering commitment to customer satisfaction, stating, "The success or failure of our company hinges on our customers, and we must always prioritize their satisfaction."
The PLDT Group has been actively working to improve customer service through various initiatives, including streamlining customer care channels and launching experience hubs nationwide, deploying digital solutions to accelerate payment services, expanding fiber and wireless networks, creating innovative products and value-packed services, protecting customers from fraud and cyber threats, providing swift service restoration and relief during disasters, and leveraging on technology to serve customers.
“It is clear that innovation like AI, bots, and recommendation engines are transforming the way we serve our customers. But it is our responsibility to ensure that while we leverage technology, our personal touch remains strong and unmistakable,” said Anastacio R. Martirez, Smart Chief Operating Officer.
PLDT and Smart also featured insightful sessions from industry experts like Merville Magtubo of Meralco and Paul Sears of Amazon Web Services and Venn Jude Francisco of Metro Pacific Tollways, who shared their knowledge of global CX best practices in a learning series that aims to upskill employees about customer service.
In celebration of Customer Care Month, various leaders of the PLDT group also gave their support for the companies to embrace customer centricity.
“We must dedicate ourselves to developing the competencies necessary for the future. As our customers evolve, we must continue to redefine what connectivity means for them, and deliver every service with pusong PLDT,” said Butch G. Jimenez, PLDT Chief Operating Officer.
Enterprise Business Head Jojo Gendrano also pointed out in a statement "Our commitment to providing exceptional service to our clients is what can set us apart. Customer Care is at the heart of our business, and it is your unwavering commitment that drives our success. Our customers are our top priority.”
Gina Ordoñez, Chief People Officer has pointed out that developing our capabilities is key to delivering exceptional customer service and stated, "Let us work together to ensure the success of our business today and for future generations, let us be the best Customer Experience champions for PLDT and Smart."
Atty. Marilyn A. Victorio-Aquino, Chief Legal Counsel and Head of Procurement and Risk and Privacy Groups, has stated for CX Month, "Serve our customer as faithfully and efficiently as we can. We will strive for sharp execution of our programs and timely development of products that respond to our customers aspirations and ever-changing needs and lifestyles."
These efforts align with the PLDT Group's broader goal of providing connectivity to all and contributing to the United Nations Sustainable Development Goals (UNSDGs), particularly SDG No. 9 – Industry, Innovation, and Infrastructure.
