PLDT and its wireless unit Smart Communications Inc. are rolling out a nationwide Customer Experience (CX) on the road to transform their workforce and level up customer service.
PLDT said hundreds of employees in Bulacan, Caloocan, and Pampanga gathered to learn from leaders and experts to further improve their customer service in their areas
“This is a follow-through of our initial group-wide CX Congress held last year where we committed to find ways to ensure that we deliver our service promise. When we make decisions with our customers at the core, it will create meaningful connections and will define who we are as an organization; one that deeply embraces “Count on Us” as our expression of customer obsession,” said Jeanine Rubin, PLDT and Smart head of customer experience.
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; protecting customers from fraud and cyber threats; and responding quickly to restore services and provide relief during times of disasters or emergencies.
With internationally certified world-class facilities, PLDT and Smart are also better positioned to serve enterprises and international clients, including hyperscaler companies, boosting the country’s ambition to become the hyperscaler hub of the region.
As of end-2022, PLDT’s fiber infrastructure reached approximately 1.1 million kilometers, consisting of over 231,000 kilometers of international fiber and around 866,000 kilometers of domestic fiber.
