Tuesday, October 24, 2023

PLDT, Smart value internal audit’s role in boosting customer experience

In celebration of their Customer Experience (CX) Month, PLDT Inc. (PLDT) and Smart Communications, Inc. (Smart) brought their “CX Congress on the Road” back to the headquarters in Makati with the Internal Audit Group as audience, underscoring the value of internal audit to customer service.

“As a customer-obsessed company, we continue to evangelize our CX Charter to all corners of our company so that we deliver excellent experience to our customers. We value the contribution of our colleagues from the Internal Audit group who analyze and review internal data that help us identify areas for service improvements,” said Jeanine R. Rubin, FVP and Head of Customer Care at PLDT and Smart.


Following earlier rollouts in Bulacan, Caloocan, Pampanga, and in the Integrated Operations Center in Makati, and Davao, the CX Congress on the Road caravan is a testament to the PLDT Group’s commitment to lift the quality of customer experience, to help achieve its overall goal of uplifting the lives of Filipinos. 


“We are one with the company in pursuing excellent customer experience, and in ensuring that we deliver fast, reliable, accessible, secure, and personable service, not only in the perspective of governance, risk, and compliance, but also in the perspective of our customers,” said Gina B. Santos, VP and Head at Internal Audit.


For Christine Carlos, an internal auditor who attended the seminar, this program enabled her to understand better how they can support the transformation journey of the company.


“We may not be in the frontlines facing the customers, but we are here to help the management and the business by providing reliable and value-adding audit recommendations, to help them strategize and reach our goals in our customer obsession journey,” she shared.


Aside from the CX Congress on the Road campaign, PLDT and Smart had also set up several on-site and digital activities to promote their initiatives and engage the workforce in their mission to deliver meaningful connections and experiences for customers to live a fuller life, in celebration of October which PLDT had designated as Customer Experience Month.


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, one of the five pillars of PLDT’s multi-year, transformational business strategy.  

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