Thursday, July 6, 2023

Fastest, most reliable network powers PLDT and Smart's customer obsession journey

Recognizing that network services are a crucial part of customer centricity, PLDT and its wireless unit Smart Communications, Inc. held their nationwide “Customer Experience (CX) On the Road” workforce transformation initiative right at the Integrated Operations Center (IOC) in Makati City, which hosts a large number of network personnel. 

“It was important for us to touch base with our network team at the IOC because customer centricity and leveling up customer service are ultimately powered by the fastest and most reliable network of PLDT and Smart. We are here to share the message with our network partners because we need their help in ensuring that our customers will get the connectivity that they need, for them to embrace our customer experience charter, and to recognize the important role that they play in our journey to customer obsession,” said Jeanine R. Rubin, Head of Customer Experience at PLDT and Smart.

Following the initial rollout in Bulacan, Caloocan, and Pampanga, over a hundred PLDT and Smart network employees convened at the IOC to commit and contribute to the telco’s overall goal of uplifting the lives of Filipinos by providing the fastest and most reliable network.

“We owe it to our customers to provide them optimum and efficient network services. We are the guardians of our CX, thus we continue to roll out initiatives to improve our network to excellently serve our customers whenever and wherever they need us, as well as our thrust to narrow the digital divide by making connectivity and digital services accessible to more Filipinos," according to Eric Santiago, Head of Network at PLDT and Smart.

The ongoing caravan is also set to visit Davao in July to rally more employees on the ground to embrace the new CX charter and improve the way customers experience the telco group’s services across all platforms and channels.

The PLDT group has been constantly improving its customer service by streamlining its ways of working and focusing squarely on customers’ needs – 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; protecting customers from fraud and cyber threats; and responding quickly to restore services and provide relief during times of disasters or emergencies.

The “Customer Experience (CX) On the Road” caravan is part of a broad range of activities undertaken by PLDT and Smart in their continuing drive to further improve customer experience.

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