“Customer Is King:” PLDT Champions Customer-Centric Growth at ACC CXO Forum

Hong Kong – As enterprises accelerate their digital transformation journeys amid the rise of artificial intelligence (AI), PLDT Inc. underscored the importance of customer-centricity, strategic investment, and ecosystem partnerships in driving sustainable growth and long-term business resilience during the inaugural ACC CXO Forum in Hong Kong.

Led and organized by PLDT Global, the ACC CXO Forum in Hong Kong gathered international industry leaders, technology decision-makers, and enterprise executives to explore how organizations are rethinking investment priorities, modernizing infrastructure, and building resilient partnerships to create value in an increasingly digital economy.

For the PLDT Group, the discussion reflects the company's continuing evolution from a traditional telecommunications provider into an integrated digital services partner.

"Customer is king. The way we engage customers has evolved significantly over the years," said Leo I. Posadas, PLDT SVP and Treasurer and PLDT Global CFO. "Previously, customers managed separate relationships for connectivity, wireless, cloud, cybersecurity, and digital services. Today, we bring these together through a cohesive approach, creating one customer view and one integrated conversation."

This integrated engagement model supports the PLDT Group's broader commitment to helping organizations navigate increasingly complex technology environments while simplifying their transformation journeys.

"Going beyond the signal means delivering a full suite of capabilities that help customers achieve their business objectives," Posadas added. "Whether locally or globally, our focus remains on customer experience, customer choice, and customer success."

Procurement's evolving role as a growth enabler

A key theme from the forum was the changing role of procurement, which has evolved from a cost-management function into a strategic business enabler.

PLDT Chief Procurement Officer Louella F. Calixtro emphasized that organizations Today must evaluate suppliers based not only on price but also on their ability to contribute innovation, resilience, and long-term value.

"Procurement is no longer just about achieving savings. It is about shaping investment decisions, influencing where capital is deployed, and identifying partners that can help the organization create sustainable value," she said.

In an environment where supply chain disruptions and technology shifts have become increasingly common, building strong ecosystems has emerged as a strategic priority.

"The conversation has shifted from choosing the supplier with the lowest cost to identifying the partner that can support you throughout your business journey," Calixtro added. "The real measure of a partnership is not the contract itself, but how that partner behaves when challenges emerge."

She noted that resilient ecosystems help organizations maintain business continuity, accelerate innovation, and maximize returns on strategic investments.

Building the future through collaboration

The discussions at the ACC CXO Forum reinforced the importance of collaboration among enterprises, technology providers, and industry partners in shaping the future digital economy. And for the PLDT Group, this means continuing to evolve and serving as a trusted partner that enables growth, innovation, and resilience.

Globe ‘Just for You Goes Extreme’ With Fresh Customer Experiences to Connect, Care, and Delight

In August, The Blueprint by Globe brings together new technologies, partnerships, and customer experiences that make more personal moments matter. Focusing on connectivity with greater convenience and value personalized to each customer, Globe is making the overall experience even better.

The latest Blueprint builds upon the first two events this year, which explored the growing importance of connectivity and how it enables Filipinos to work, learn, earn, move and stay close to the people they care about. This time, the focus moves from simply being connected to getting more from that connection, whether through easier access to services, more relevant offers, added benefits or experiences built around what customers enjoy.

“Connectivity means different things at different moments for every customer. Sometimes it’s about being able to reach someone when it matters, while other times it’s about making everyday tasks easier or simply enjoying more of what they love,” said KD Dizon, Globe Chief Marketing Officer. “Our goal is to understand those moments and make the Globe experience work around them, strengthening the systems and applications customers use, making them more dependable and reliable. Together with Globe, customers can progress further than they could ever do so on their own.”

917 GDay 2026, Globe’s annual celebration of its customers, will return with more rewarding moments and surprises that give customers more reasons to feel valued. Globe also showcased the new Globe Circle, which recognizes customers who rely on Globe for both their mobile and home connectivity, giving them access to added benefits, rewards and experiences across their relationship with Globe.

As connectivity becomes increasingly intertwined with how people live, move, work, play and discover, Globe also unveiled new offers across roaming, digital lifestyle partnerships and home internet. Experiences with short-form entertainment platform ReelShort, fitness platform Strava and Meta AI give customers more ways to enjoy the things they love through their Globe connection, while new roaming and home internet offers bring greater flexibility and value whether they are traveling or staying connected at home.

Globe is also helping customers make more sustainable choices through Green GSM, an all-electric ride-hailing service using VinFast electric vehicles. The initiative gives customers access to a greener mobility option while creating opportunities for drivers to participate in the shift toward electric transportation.

As TM marks its 25th anniversary, customers can look forward to a year-long celebration with more rewards, everyday value, and shared experiences. Nationwide TeaM Fair caravans will bring games, activities and prizes closer to communities, culminating in the TeaM Fair Concert on September 12 with Dionela and SB19.

Together, these initiatives show how Globe is expanding what customers can get from their connectivity, from easier access and more personalized value to experiences, rewards and benefits that fit into the way they live.

Together, these initiatives reflect how Globe is expanding the role of connectivity beyond access to create greater value across customers’ everyday lives.

Eastern Communications Launches New Experience Center Showcasing Award-Winning Customer Experience

Eastern Communications has officially launched the Eastern Experience Center at Telecom Plaza, marking a significant step in its commitment to delivering immersive, customer-centric experiences. Anchored in its 148-year legacy of providing reliable connectivity, the company continues to evolve its approach to customer engagement by creating spaces that bring its brand and solutions closer to the people it serves.

The Eastern Experience Center is designed as a dynamic and technology-driven environment. It aims to deepen customer understanding of the company’s capabilities while showcasing its enduring brand story. The space also reflects Eastern’s customer-first philosophy, blending innovation with intentional design to communicate its promise of strong, dependable connections through multi-sensory storytelling.

“The Eastern Experience Center is a reflection of how we want to engage with our customers—more meaningfully and more memorably. By creating an environment that encourages exploration and understanding, we empower businesses to better appreciate how our solutions can support their growth and transformation,” said Jed Estanislao, Chief Marketing and Experience Officer at Eastern Communications.

The center reinforces Eastern’s “High Tech, High Touch” philosophy by showcasing the company’s advanced digital capabilities while underscoring the value of personalized service and genuine human connection. Customers are encouraged to engage at their own pace, fostering more authentic and productive conversations that go beyond traditional sales interactions.

The launch of the Eastern Experience Center further strengthens the company’s track record in customer experience excellence. It comes after the telco provider was recognized at the Asian Experience Awards 2025, where it received the Customer Experience of the Year distinction, and at the 2025 Asia-Pacific Stevie Awards for Achievement in Customer Satisfaction. These accolades underscore Eastern’s continued focus on elevating service standards while adapting to the evolving needs of enterprises and SMEs.

Eastern Communications remains committed to driving innovation while maintaining a strong customer focus. The Eastern Experience Center stands as a tangible expression of this commitment to bridging technology and human connection to deliver meaningful, lasting impressions.

To learn more about Eastern Communications and their upcoming initiatives, contact 5300-7000 or visit www.eastern.com.ph.

Consumers Deserve Safer, Cruelty-Free Eggs—Equitas Global Urges Goldilocks to Act

MANILA — As more food companies in the Philippines move toward higher animal welfare standards, international consumer protection group Equitas Global is calling on bakery giant Goldilocks to adopt a clear, time-bound commitment to phasing out battery cage eggs, emphasizing that consumers deserve food that is safe and humane.

This renewed call follows an investigation by Equitas that uncovered disturbing conditions at FJ Wegon Farms, a facility supplying eggs to SM Bonus, which are used in Goldilocks products. The footage revealed hens confined in overcrowded, unsanitary cages, many showing signs of distress, feather loss, and untreated injuries. Equitas warns that these conditions not only raise serious animal welfare concerns but also pose significant risks to food safety.

“These systems are not only deeply inhumane. They also threaten public health. It’s time Goldilocks followed the lead of more responsible companies,” said Dana Taborosi, Campaign Manager at Equitas Global.

Salmonella and public health risks

Eggs from battery cage systems have been repeatedly linked to contamination. Global studies show that caged egg farms carry up to 33 times higher risk of salmonella infection compared to cage-free systems.

The issue is especially pressing in the Philippines, where public health experts are raising alarms over multidrug-resistant salmonella. A recent study by the University of the Philippines Diliman – Institute of Biology identified these drug-resistant pathogens in chicken sold in local markets, highlighting the growing risk of foodborne illnesses that are increasingly difficult to treat.

In 2024, the Department of Science and Technology reported a 42% increase in salmonella cases, pointing to poor handling and contaminated production environments—including those for eggs and poultry—as contributing factors.

The case for cage-free reform

Over 30 countries have banned or are phasing out the use of battery cages, including the European Union, the United Kingdom, Canada, New Zealand, India, and several U.S. states. Companies globally are shifting to cage-free systems in response to consumer demand and evolving safety standards.

In the Philippines and across Asia, brands such as Red Ribbon, Dunkin Donuts, Krispy Kreme, Tim Hortons, BreadTalk Philippines, Cinnabon, and Auntie Anne’s have already committed to sourcing 100% cage-free eggs. Despite earlier public statements suggesting it was reviewing its sourcing, Equitas says Goldilocks remains one of the few major bakery chains in the country with no published timeline or commitment to ending its use of battery cage eggs.

“We urge Goldilocks to act responsibly and commit to ending the use of caged eggs in its supply chain. Customers deserve food that is not only safe but also ethically sourced,” said Taborosi.

CSR Week to Spotlight Diverse, Equitable, and Inclusive Programs at 2025 LCF CSR Conference and Expo

Manila, Philippines – The League of Corporate Foundations (LCF) is set to host the 2025 Corporate Social Responsibility (CSR) Conference and Expo from July 1 to 3 at Dusit Thani Manila and Glorietta Activity Center in Makati City. This year's event will focus on the growing importance of Diversity, Equity, and Inclusion (DEI) as key components of sustainable business practices. LCF aims to help empower companies to embed these values deeply into their operations, creating positive social impact while driving innovation.

With the theme “Diversity, Equity, and Inclusivity for Shared Prosperity,” the 2025 CSR Conference and Expo will bring together corporate and industry leaders, civil society, government representatives, community partners, and the general public for insightful dialogue and collaboration on DEI integration in business and social responsibility initiatives. The event is the culminating activity of CSR Week, a nationwide celebration of corporate citizenship and social good, further amplifying the call for inclusive and impactful action across sectors.

Attendees can look forward to engaging panel discussions, interactive exhibits, and thought-provoking keynotes. The program will cover a wide range of topics, including DEI leadership, inclusive education, climate resilience, and the role of technology in driving community development. Speakers and panelists will include sector leaders from across the private sector, civil society, and government.

Key highlights include a keynote session titled “Shared Prosperity, Shared Responsibility: The DEI Mandate in Nation-Building” by Senator Risa Hontiveros, Chairperson of the Senate Committee on Women, Children, Family Relations and Gender Equality, and closing remarks by Karen Davila, UN Women National Goodwill Ambassador.

Plenary discussions will explore:

• The Intersection of Financial Inclusion & Resilience: Protecting the Vulnerable and the Marginalized Sectors in the Philippines

• Integrating Mental Health for Diverse Populations into CSR Initiatives: Strategies and Impact

• Diversity in Creativity

• Empowering Informal Economies

• Green Cities, Equal Futures: Urban Ecology and Social Justice in Action

Shaping an Inclusive Future: Transforming Education for Vulnerable Learners with Foundations

“This event is a unique platform for businesses of all sizes to engage in meaningful conversations on CSR, share best practices, and collaborate on innovative solutions to social challenges,” said Shem Jose Garcia, Chairperson of LCF and Executive Director of Vivant Foundation, Inc. “Through DEI, we’re not just promoting fairness, we’re driving inclusive innovation and sustainable progress.” He added that this includes intentional efforts to ensure the inclusion of under-represented groups, particularly women, LGBTQIA+, people with disabilities, senior citizens, indigenous people, and people of various faiths and beliefs, and others.

Recognizing Excellence in CSR

The 2025 CSR Conference will coincide with the 2025 LCF Guild Awards, which recognize the outstanding CSR initiatives, organized by LCF members, that have significantly impacted local communities. Additionally, the 2025 Medal of Recognition will be awarded to non-member organizations that have demonstrated exceptional impact across various thematic areas, including Arts and Culture, Disaster Resilience, Education, Environment, Enterprise Development, Financial Inclusion, and Health.

“Over the years, the Guild Awards and the Medal of Recognition have become benchmarks of excellence in the CSR space,” said Jonathan Batangan, Executive Director of Cebuana Lhuillier Foundation, Inc. “These recognitions serve as a testament to the transformative power of purpose-driven programs across the country.”

LIFE Program Spotlight: Empowering Communities

A key highlight of the CSR Expo is an update on LIFE (LCF’s Initiative for Food Security, Nutrition, and Empowerment) program. Designed to address child malnutrition, LIFE brings together nutrition support, livelihood training, much-needed tools and facilities, and local capacity-building. It aligns with the Philippine Plan of Action for Nutrition (PPAN) and is currently being implemented in Basilan, in partnership with the provincial government and key stakeholders.

“We are excited to spotlight the strides that we have made in advancing LIFE in Basilan and we are excited to elicit even more support from various groups so we can collaborate.” said Austere Panadero, the LCF Trustee, and President of Zuellig Family Foundation, who oversees the inititative.

Philip Dy, LCF Trustee and Executive Vice-President of Metrobank Foundation, shared: “LIFE is testament to what is possible when businesses and communities collaborate toward shared goals.”

LCF’s 2025 CSR Conference and Expo is a call to action for the business sector to embrace purpose-driven growth, amplify its social impact, and help build a more inclusive and equitable future for all Filipinos.

The 2025 CSR Conference and Expo is co-presented by Cebuana Lhuillier Foundation, Inc. and co-organized with Metro Pacific Investments Corporation Foundation, Inc., and The SM, Henry Sy, and Felicidad T. Sy Foundations, Inc. It is also made possible through the support of BPI Foundation, Inc., Manila Water Foundation, Inc., Metrobank Foundation, Inc., Pilipinas Shell Foundation, Inc., and Vivant Foundation, Inc., with special thanks to Energy Development Corporation, Inc., Lopez Group Foundation, Inc., and Jollibee Group Foundation, Inc. LCF also thanks Ayala Foundation, Inc., BDO Foundation, Inc., and Citizen of the World Philippines Foundation, Inc. and acknowledges Aboitiz Foundation, Inc., (Don) Antonio O. Floriendo Sr. Foundation, Inc., Gokongwei Brothers Foundation, Inc., ICTSI Foundation, Inc., Ronald McDonald House Charities, SEAOIL Foundation, Inc., Security Bank Foundation, Inc., Toyota Motor Philippines Foundation, Inc., Unilab Foundation, Inc., and Zuellig Family Foundation, Inc. for their support. These and other partners help foster collaboration and knowledge-sharing on sustainability and inclusivity.

The Conference will take place from July 1 to 3 at Dusit Thani Manila, while the Expo will be held on July 1 and 2 at the Glorietta Activity Center in Makati City. For registration and program details, visit: https://2025csrconferenceandexpo.my.canva.site

LCF, whose members are operating and grant-making corporate and family foundations from around the Philippines, is the country’s leading network for fostering environmental, social, and governance-driven initiatives.

Banking Made Easier: EastWest Sets the Bar for Digital Innovation with Purpose

EastWest continues to purposefully shape the future of digital banking by delivering smart, intuitive solutions designed to make life easier. From seamless mobile experiences to AI-powered support, every innovation is built to go Further for You, making banking not just smarter, but simpler, more human, and easier to navigate.

“It’s not about flashy features, but about being intentional,” said Efren dela Cruz, Head of EastWest’s Innovation Center of Excellence. “What we’re building are not one-off features but ecosystems that do the work for customers, for employees, and for the Bank.”

EasyWay and EasyBiz: Everyday Banking Made Simpler

To mark its 30th anniversary, EastWest launched EasyWay, a modern mobile app that simplifies the banking experience with an intuitive design and advanced security features, including biometric authentication, real-time transaction alerts, and in-app customer service. For affluent clients, the app offers a dedicated EastWest Priority version, complete with personalized services and premium access.

Entrepreneurs and SMEs, meanwhile, can rely on EasyBiz, a business banking platform that allows users to manage cash flow, fund transfers, transaction tracking, and collections all in one secure, streamlined space.

Komo by EastWest: Straightforward Banking with ease

Komo, under EastWest Rural Bank, offers users access to their savings account with a clean, no-fuss interface. Users can manage their money with ease, from transfers and bill payments, to fund monitoring. 

Recent enhancements now allow over 95,000 EWRB account holders, many of them DepEd teachers, to access their savings accounts online for the first time. Komo has also introduced in-app salary loan applications for teachers, which brings financial empowerment closer to where it matters. These innovations show how EastWest makes banking more accessible by keeping things simple, mobile, and grounded in real needs.

EW Pay: Pay easier with Southeast Asia’s First Tap-to-Pay App

EastWest’s EW Pay app now holds the highest Google Play rating among local banks which points to how well it meets user needs in both design and performance. With built-in Near Field Communications (NFC) or contactless payments, EW Pay is the first and only mobile banking app in Southeast Asia that lets users tap to pay directly from their phones, no separate e-wallet needed. Customers can transfer funds, pay bills, and monitor accounts, all in just a few taps.

ESTA and GenAI: Smart Support, Simplified

ESTA, or EastWest System Tech Assistant, delivers 24/7 credit card support through a friendly, chat-based interface on Facebook Messenger. Customers can apply for a card, activate it, convert transactions, track balances, generate statements, book installments, redeem rewards, and request assistance, exceeding most chatbot functionalities in the region, all in one easy thread.

In 2025, EastWest also became the first local bank to launch GenAI technology for internal support, helping employees deliver faster, more consistent service across channels.

“Our north star has always been meaningful customer experience,” shared Harvey Libarnes, EastWest’s Chief Digital Officer. “Whether you’re banking from home or at work, our goal is to make things easier and more empowering for everyone.”

International recognition for Digital Excellence

EastWest’s customer-first efforts continue to gain international acclaim, with recent awards including:

• Most Customer-Centric Bank: ASEAN Fintech Forum Awards 2025 (for its digital channels)
• Mobile Banking & Payment Initiative of the Year: Asian Banking & Finance Awards 2024 (for ESTA)
• Outstanding Digital CX in Banking App Platform: Digital Banker CX Awards 2024 (for Komo)
• Most Innovative Smart Banking Services Provider: International Finance Awards 2023 (for Komo)

Innovation with a Human Touch

Across all its digital platforms, EastWest continues to build a digital ecosystem that’s easy to use, powerful behind the scenes, and always designed with intention around what matters most: you.

“Banking should never feel complicated,” added Libarnes. “Our role is to make it easier, so our customers can focus on the life they’re building, not the steps it takes to manage it.”

Globe Expands Customer Base to 61.6 Million; Focuses Innovation to Increase Customer Satisfaction

Globe President and CEO Carl Cruz believes in building a company around people and customers, not products. This mindset is shaping how the company grows and how it impacts the lives of millions of Filipinos.

In the first quarter of 2025, 87% of Globe’s total service revenues came from data, up from 85% the previous year—a strong sign that Filipinos are embracing a digital-first lifestyle, and Globe is enabling it at scale. Globe mobile customers also expanded to 61.6 million subscribers as of end-March 2025, up 5% from 58.8 million a year earlier. Globe broadband customers also grew to 1.83 million as of end-March 2025, up from 1.72 million in the same period last year.

"We’re not just going digital for the sake of it," said Cruz. "We’re building solutions that reflect real needs, real affordability, and real stories of connection. That means helping students with their online learning, helping an OFW see their family over a clear video call, or allowing small businesses to receive payments digitally. These moments are what matter.”

That approach is clearly resonating with customers. As of April, GFiber Prepaid (GFP) earned a standout Net Promoter Score (NPS) of 67—a strong indicator of satisfaction and trust among value-conscious households.

GFP continues to reshape the home connectivity market. With 70% reload rates—the highest among prepaid fiber brands—and a stellar 53% quarter-on-quarter subscriber growth, the product is expanding rapidly into income-challenged households—proof that affordable, on-demand fiber is unlocking real demand.

"These numbers are indicative that customers prefer our service," Cruz added. "We’ll keep innovating, investing, and pushing technology forward, but always with the customer in mind. When you build with empathy, the impact follows."

LCF Champions Dei-Driven Growth Among Businesses, Launches 2025 CSR Conference and Expo

Manila, Philippines — The League of Corporate Foundations (LCF) encourages the corporate sector to integrate Diversity, Equity, and Inclusivity (DEI) into their business strategies and their social responsibility (CSR) initiatives. To help drive this shift, LCF launches the 2025 CSR Conference and Expo, providing a platform for corporate leaders to collaborate, innovate, and advance sustainable growth.

The Conference will be held from July 1 to 3 at Dusit Thani Manila, while the Expo will take place from July 1 to 2 at Glorietta Activity Center in Makati City. With the theme, “Diversity, Equity, and Inclusivity for Shared Prosperity,” it highlights the vital role of businesses in embedding DEI into their core strategies, ensuring CSR initiatives are a catalyst for systemic change, sustainability, and shared prosperity.

“Integrating DEI into business strategies is not only about corporate responsibility,” said Shem Jose Garcia, Chairperson of LCF and Executive Director of Vivant Foundation, Inc. “Businesses that prioritize DEI do more than adapt, they lead. By embedding DEI into their core strategies, they unlock new opportunities, drive meaningful change, and contribute to a more equitable and sustainable future for all. This includes intentional efforts to ensure the inclusion of under-represented groups, particularly women, persons who are differently abled, senior citizens, and indigenous people and people of various faiths and beliefs, and others.”

McKinsey & Company emphasizes that DEI should go beyond representation and be embedded in a purpose-driven strategy to drive inclusive leadership, innovation, and long-term success. A Boston Consulting Group study found that 43% of Southeast Asian companies, including those in the Philippines, now have diversity programs which shows an increase from 36% in 2020, reflecting growing regional commitment.

Attendees of the 2025 CSR Conference and Expo can look forward to thought-provoking discussions, networking opportunities, and actionable insights on integrating DEI into both CSR initiatives and overall business operations.

Recognizing Outstanding CSR Initiatives

As part of LCF’s commitment to elevating CSR excellence, the 2025 Guild Awards will honor outstanding initiatives of its members that have significantly impacted communities. These awards will be presented during the 2025 CSR Conference and Expo, highlighting best practices in corporate social responsibility.

Additionally, the Medal of Recognition will celebrate the impactful interventions of non-LCF members. This special award acknowledges businesses and corporate foundations that have made a difference across seven thematic areas: Arts and Culture, Disaster Resilience, Education, Environment, Enterprise Development, Financial Inclusion, and Health.

The Expo will showcase CSR innovations that highlight how the tight integration of DEI into core organizational and business strategies has brought about change for the better for the communities they work with, providing a space for businesses, NGOs, academe, youth groups, and government agencies to engage and collaborate.

LCF will also highlight key milestones of its flagship effort called ”LCF’s Initiative for Food Security, Nutrition, and Empowerment” or LIFE at the Expo. LIFE combines nutrition support, livelihood programs, and local capacity-building to combat child malnutrition. Through targeted interventions, LCF aims to reduce stunting among Filipino children.

In line with the Philippine Plan of Action for Nutrition (PPAN), LIFE takes a province-by-province approach, starting with Basilan, where it is working alongside the provincial government and key stakeholders.

The 2025 CSR Conference and Expo is co-presented by Cebuana Lhuillier Foundation, Inc. and co-organized with Metro Pacific Investments Corporation Foundation, Inc., and The SM, Henry Sy, and Felicidad T. Sy Foundations, Inc. It is also made possible through the support of BPI Foundation, Inc., Manila Water Foundation, Inc., Metrobank Foundation, Inc., Pilipinas Shell Foundation, Inc., and Vivant Foundation, Inc., with special thanks to Energy Development Corporation, Inc., Lopez Group Foundation, Inc., and Jollibee Group Foundation, Inc. LCF also thanks BDO Foundation, Inc., and Citizen of the World Philippines Foundation, Inc. and acknowledges Ayala Foundation, Inc., Ronald McDonald House Charities, Security Bank Foundation, Inc., Unilab Foundation, Inc., and Zuellig Family Foundation, Inc. for their support. These and other partners help foster collaboration and knowledge-sharing on sustainability and inclusivity.

Enhancing CSR Practice for an Equitable Future

Through the 2025 CSR Conference and Expo, LCF calls on businesses to take action, rethink their CSR strategies, and champion DEI-driven growth to create lasting impact. “LCF stays committed to promoting responsible CSR, helping members and businesses embrace DEI as a key driver of sustainable development in our country,” added Garcia.

LCF, composed of operating and grant-making corporate and family foundations, is the Philippines’ leading network for fostering environmental, social and governance driven initiatives.

A New Way of Purposeful Giving: Globe Empowers Customers to Drive Positive Change With GoGIVE

In line with its mission to uplift the lives of Filipinos, Globe has launched an innovative way to engage its customers in its mission of doing good.

GoGIVE is an innovative feature within the GlobeOne app that enables Globe Prepaid users to support causes they deeply care about by using mobile data.

GoGIVE provides a seamless way to align Filipinos’ digital lifestyle with purpose-driven action. Globe Prepaid customers can now help their advocacy of choice just by using their mobile data. When they go about their daily online activities such as streaming, gaming, messaging, and browsing, they can earn "hearts" that they can send as support to the causes they care about.

For every GB of data used, Globe customers collect hearts that they can allocate to their chosen advocacy, including animal welfare, environmental protection, children's education, fighting hunger, and more.

“GoGIVE is designed to inspire our customers to create lasting change. By simply going online, they will be able to make a difference each day. Every post they create, every video they watch, every game they play, they can contribute to making our world a better place,” said Givielle Florida, Head of Globe Prepaid. “This campaign reinforces Globe's dedication to sustainability and aligns with our purpose of uplifting lives through technology.”

Through GoGIVE, users can select from a range of advocacies from Globe partners, including:

● Connect to Compassion: Saving More Animals with Technology - in Partnership with Philippine Animal Welfare Society

● Guardians of the Forest: Empower Indigenous Youth with Conservation Education - in Partnership with Philippine Eagle Foundation

● Strong Women, Stronger Connections: Digital Literacy for Women - in Partnership with Project PEARLS

● Every Child Safe, Every Child Seen: Building Stronger Communities Together - in Partnership with World Vision

● Supporting Healthcare Heroes: Advancing Medical Training and Research - in Partnership with PGH Medical Foundation

To join GoGIVE, Globe Prepaid users can simply download the GlobeOne app, click the GoGIVE banner, and select their preferred advocacy to begin making automatic donations.

GoGIVE is Globe's latest initiative in its commitment to nation-building and sustainability, expanding on programs such as the Hapag Movement, Globe's G-Gantic Goals, and Climate Champions, among other efforts.

By consistently engaging its stakeholders to help shape a better Philippines, Globe continues to redefine what it means to drive impact through digital innovation— providing customers with exceptional services and the means to foster lasting positive change as they “#GoForwardTogether.”

Download the GlobeOne app today and learn more about Globe, by visiting https://www.globe.com.ph/.

Smart, AUB HelloMoney Partner for Customer Convenience

Smart Communications, Inc. (Smart) has strengthened its partnership with Asia United Bank (AUB) to make Smart and TNT prepaid load more accessible to customers nationwide through the bank’s e-wallet app, HelloMoney.

This will enable Smart and TNT customers to conveniently purchase their prepaid load via AUB’s HelloMoney and Hello Pag-IBIG app. “This partnership will open more doors, allowing over six million HelloMoney customers to access e-load products and connect to Smart’s fastest mobile network, resulting in more amazing and meaningful experiences every day,” said Gia Palafox, head of Sales and Development at Smart.

Smart and AUB HelloMoney recently launched a consumer promo to encourage Smart and TNT customers to purchase load in-app for a chance to win an iPhone 15 Plus or cash credits. “These are examples of exciting campaigns that we can do not only to expand our market but especially to delight our customers,” added Ms. Palafox.

AUB HelloMoney allows customers to use their smartphones to open a Prepaid Banking Account, which can then function as an e-wallet, enabling users to enjoy convenient and secure 24/7 mobile banking transactions as long as they are connected to the internet.

"We are delighted to team up with Smart, with its expansive network coverage providing seamless connectivity to millions of our customers. Through our partnership with Smart, we are able to offer Smart products to HelloMoney and Hello Pag-IBIG app users with just a few taps of their fingers on a secure platform,” said Wilfredo E. Rodriguez Jr., executive vice president and Operations and Technology Group head of AUB.

Smart e-load has been one of the fastest-selling products for resellers and retailers across the country since introduced in 2003. A world-first innovation in mobile communication, Smart e-load marked the birth of prepaid services, democratizing access to mobile communication for Filipinos and enabling easier communication across the nation and overseas.

The partnership with AUB is a key part of a much broader PLDT and Smart commitment to narrowing the digital divide and enabling access to communications for more Filipinos across the country, contributing to the United Nations Sustainable Development Goals (UNSDG), particularly SDG 9 – Industry, Innovation, and Infrastructure.

ChatGenie Unveils AI Technology to Disrupt BPO Industry, Accelerating the Redundancy of Traditional Customer Service Roles

December 2024, Manila, Philippines — ChatGenie, a customer engagement solutions startup, has introduced a cutting-edge AI-driven multi-agent framework that can disrupt the Philippine Business Process Outsourcing (BPO) sector by elevating the roles of traditional customer service agents.

ChatGenie's multi-agent framework leverages multiple AI models designed to handle routine, repetitive interactions autonomously. This empowers agents to focus on more complex, high-value responsibilities, such as resolving intricate customer issues, building stronger client relationships, and driving strategic customer success initiatives.

Founded in 2020, ChatGenie’s solution uses advanced AI models, including OpenAI’s GPT-4o and Meta’s Llama 3.1, to perform essential operational tasks such as query identification, issue classification, message filtering, and response refinement. These capabilities can enable BPOs to adopt a hybrid workforce model where AI agents handle most customer interactions, while human agents address complex, high-touch cases.

“At ChatGenie, we’re not just automating processes; we’re redefining the future of work in customer service,” said Ragde Falcis, CEO and Co-founder of ChatGenie. “Our technology is accelerating the redundancy of traditional customer service roles, but this isn’t about job losses. It’s about elevating agents to focus on their intellectual edge — tackling complex scenarios that require critical thinking and human empathy. In this way, we help businesses operate more efficiently while enabling employees to grow in their careers.”

The Philippine BPO industry, valued at $38.7 billion and employing over 1.3 million Filipinos, faces a major shift as AI technologies rapidly advance. Many companies are transitioning to hybrid models where AI manages routine interactions, leaving human agents to handle specialized, strategic tasks. ChatGenie’s solution is accelerating this shift, offering a seamless transition for businesses navigating the AI era.

Research reveals growing anxiety within the BPO workforce, with 46% of workers concerned that their jobs will become redundant in the next five years, and 29% fearing this transition could happen even sooner.

“Our multi-agent framework ensures that AI and human talent coexist in a mutually beneficial way,” Falcis explained. “Human agents will no longer be stuck in monotonous roles. Instead, they’ll enhance their capabilities, becoming strategic contributors to customer success.”

Despite these significant advancements in automation, ChatGenie remains committed to fostering a balanced human-AI workforce. Its solutions ensure that Filipino, English, and local dialects are accurately supported, delivering personalized customer experiences where human empathy remains essential.

ChatGenie’s platform integrates easily with popular messaging tools like Facebook Messenger, Instagram, and Meta’s Business Messaging services, leveraging AI agents to streamline customer engagement. Powered by large language models (LLMs), AI agents are systems that can perform complex tasks, make autonomous decisions, reason, adapt to unknown variables, understand language, and plan, making them highly versatile for various applications.

“AI is transforming customer engagement by handling routine tasks, but the future is a partnership between humans and technology,” Falcis concluded. “By implementing AI agents, we’re not replacing people — we’re empowering them to focus on more meaningful, complex interactions, elevating the entire BPO industry to new heights.”

“Customer satisfaction is our top priority” – MVP

PLDT Inc. (PLDT) and its wireless unit, Smart Communications, Inc. (Smart) Chairman and CEO Manuel V Pangilinan have 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 innovations 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's Chief Operating Officer.

PLDT and Smart also featured insightful sessions from industry experts like Merville Magtubo of Meralco 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 supported 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 your unwavering commitment 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 customers 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 customer's 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.

Asticom, AI Rudder Unite to Transform Customer Experience in PH

Asticom Technology Inc., a digital-first shared services and outsourcing provider, has partnered with AI Rudder, a global pioneer in voice AI technology, to reshape customer experiences across multiple industries in the country.

This strategic alliance aims to elevate customer service for Filipino businesses, offering efficient, personalized, and seamless customer interactions through the power of advanced AI solutions.

The partnership brings AI Rudder’s advanced voice AI technology into Asticom’s service portfolio, empowering businesses across banking, fintech, e-commerce, logistics, and more to accelerate digital transformation.

By streamlining routine customer interactions, the technology allows agents to focus on complex cases, while its natural language capabilities facilitate near-human, two-way conversations that set a new standard for customer engagement. This enables Asticom’s enterprise clients to reduce customer wait times, optimize workflows, and deliver consistently high-quality customer care.

“Our partnership with AI Rudder allows us to harness the transformative power of AI to redefine the customer experience, making it more efficient and more human simultaneously,” shared Mharicar Castillo-Reyes, President and CEO of Asticom. “This is all part of our vision to contribute to the country's economic growth and support businesses in their journey towards digital transformation."

"AI Rudder is thrilled to partner with Asticom, providing its customers with a digital-first shared services and outsourcing solution that harnesses AI Rudder's customer-centric technology to revolutionize customer interactions. By sourcing top-tier talent and deploying AI-driven solutions for customer engagement, this collaboration aims to optimize operations, elevate customer experience, and transform customer service across various industries, including banking, fintech, e-commerce, and logistics,” shared AI Rudder Founder and CEO Teng Ren.

Both companies are united in their goal to drive innovation and empower businesses to deliver exceptional customer service that meets the evolving demands of today’s digital environment.

The collaboration also underscores Asticom’s commitment to strengthening Philippine industries and contributing to national economic growth. By leveraging AI Rudder’s technology, Asticom enhances its ability to support Filipino businesses in creating more responsive, accessible, and efficient customer service models.

For more information about Asticom’s innovative service offerings, visit http://www.asticom.com.ph. To explore AI Rudder’s AI-driven customer service solutions, visit http://www.airudder.com.

PLDT Global and Infobip Partner to Enhance Customer Experience for Filipinos Overseas With Intelligent Solutions

PLDT Global Corporation (PLDT Global), the international arm of PLDT Inc. (PLDT), has partnered with Infobip, a global cloud communications platform, to utilize conversational solutions to boost customer experience on the TinBo (Tindahan ni Bossing) platform.

PLDT Global is the international unit of the Philippines’ leading integrated telco network PLDT, Inc., and its TinBo platform is a one-stop online marketplace that enables Filipinos living overseas to buy load, pay bills, send vouchers, and other digital products for their families in the Philippines.

Present at the ceremonial partnership launch held at the sidelines of the 20th Asian Carriers Conference (ACC) in Mactan, Cebu were PLDT Global President and CEO Albert V. Villa-Real, PLDT Global Chief Operating Officer Edith Gomez-Cudiamat, Infobip Sales Director Cecile Perez Tizon, and Infobip Regional Telecom Growth Lead Johan Jensen.

“We at PLDT Global are continuously evolving to level up our quality of service to global Filipinos, that is why we are delighted to partner with a technology leader who shares the same passion and vision in utilizing artificial intelligence and omnichannel solutions to improve our business operations and customer experience,” said Villa-Real.

Under this partnership, TinBo will be able to engage with customers in their preferred social media channels and purchase products via TinBo’s over-the-top (OTT) digital channel such as WhatsApp and Messenger. It also enables TinBo to cater to customer inquiries or concerns via automated, always-on communication support and live agents, manage, analyze, and create meaningful and personalize customer interactions through a cloud contact center solution, and design an intelligent chatbot that can respond to concerns in real-time and human-like conversations. 

“Through this partnership, Infobip will enable PLDT Global to provide an enhanced customer experience using state-of-the-art conversational solutions, delivering always-on communication to overseas Filipino workers through the channels they use daily. We are committed to ensuring that they have easy access to services and support that enhance their quality of life and keep them connected to their loved ones,” said Tizon.

Through TinBo, Filipinos living overseas can acquire a Smart Virtual Number (SVN), enabling them to have secure digital identities for their Philippine transactions. Filipinos can also receive important OTPs from their e-wallets and e-banks in the Philippines via SVN, providing access to relevant financial services to help them manage their funds.

This partnership between PLDT Global and Infobip is aligned with the PLDT Group’s broader goal of elevating the quality of life of Filipinos wherever they may be.

Globe Platinum and Gogoro Philippines Bring Sustainable Mobility Closer to Customers

Globe Platinum and Gogoro Philippines, a leader in electric vehicle innovations, have joined forces to bring the future of mobility closer to customers, enabling them to minimize their carbon footprint by lessening air pollution in the metropolis.

The partnership represents Globe Platinum’s commitment to advocacies that matter, support for which can have a positive effect on how we live. This alliance shows the brand’s devotion to providing customers access to a more sustainable lifestyle. It enables them to realize their desire to become a voice of influence within their communities, conveying the importance of making healthier choices and persuading others to try better brands for their daily needs.

In an exclusive sneak peek on April 24, Gogoro Pulse, the world’s first hyperelectric scooter, was unveiled at the Gogoro Experience Center in Greenbelt, Makati City, giving Globe Platinum customers a first glimpse into state-of-the-art Gogoro Smartscooters®.

“At Globe, we are dedicated to providing our customers with access to innovative solutions that enhance lives and contribute to our planet's well-being,” said Ernest Cu, President and CEO of Globe. “We know that our Platinum customers want to be at the forefront, and this partnership with Gogoro allows them to experience cutting-edge electric vehicle technology first-hand through Gogoro Pulse.”

Gogoro is Globe’s debut in climate tech. The company envisions the two-wheel EV to contribute to reducing carbon emissions as more and more gas-fed cars cram Philippine roads. An average gasoline-powered car emits an estimated 4.6 metric tons of carbon per year, according to the United States Environmental Protection Agency.

A three-month pilot test among 60 Globe employees last year resulted in 3,316 kg of carbon emissions avoided over a total travel distance of 42,399 km ridden. This amounts to removing harmful CO2 equivalent to consuming roughly 1,412 liters of gasoline, helping curb pollution in the crowded metropolis while also saving on fuel costs as petroleum prices continue to rise.

Bernie Llamzon, President and CEO of Gogoro Philippines said, "We are thrilled to partner with Globe Platinum to bring our innovative electric mobility solutions to their discerning customers. Together, we are paving the way for a sustainable future one ride at a time."

Gogoro Pulse hailed as the world's first Hyper Electric Scooter, is set to transform urban transportation with its innovative features and exceptional performance. Meticulously engineered and crafted for excellence, the Gogoro Pulse showcases significant advancements that rank it among the most sophisticated electric vehicles worldwide.

A standout feature of the Gogoro Pulse includes the groundbreaking H1 Hyperdrive Engine with a remarkable 8.0kW output that, propels the Smartscooter ® from 0 to 50 kph in a mere 3.05 seconds, with capabilities extending to speeds well over 100 kph.

Other key features are the AeroForce Design Concept that minimizes drag and turbulence, a panoramic 10.25-inch HD touch display powered by cutting-edge Qualcomm technology, the Active Matrix Light for enhanced visibility, and the HyperCore Chip for exceptional computing speed. In addition, its seamless integration with Apple's digital key technology in Apple Wallet elevates convenience to unprecedented heights.

Gogoro Smartscooters® utilizes revolutionary battery-swapping technology, enabling riders to exchange depleted batteries for fully charged ones quickly via the GoStation Network. Since debuting in December 2023, Gogoro has established seven GoStations across Metro Manila and continues to expand its battery-swapping network.

Offered in eye-catching White, Silver, and Grey, the Gogoro Pulse Ultra can only be availed through reservation. Prices start at Php450,000, with financing plans to be rolled out soon. Gogoro offers two energy plans: Plan 799, which allows for up to 420 kms per month, and Plan 999, covering up to 700 kms monthly.

As global sustainability awareness continues to grow, consumers are choosing brands that support and produce sustainable products.

With the launch of the Gogoro Pulse, Globe Platinum customers will not just be among the pioneers in adopting the future of mobility, they’ll get to lead a shift toward more sustainable modes of transportation, with a healthier choice that can leave a lasting impact on the road and beyond.

To learn more about Globe, visit https://www.globe.com.ph/.

Smart, fintech app BillEase strengthen partnership, elevating customer experience

PLDT’s wireless unit Smart Communications, Inc. (Smart) and financial technology app BillEase have strengthened their partnership to elevate the experience of Filipino customers through various initiatives.

“With customer-centricity as our guiding light, we continuously provide tailor-fitted products that customers can avail in a seamless loading experience through our fintech partners to help them connect to our fastest 4G and 5G networks and use technology for their work, school, entertainment, or lifestyle,” said Chito M. Franco, Consumer Sales VP and Head of Key Accounts at PLDT and Smart.

 

With over 1.8 million monthly active BillEase app users, Smart and TNT prepaid customers are provided another option to conveniently top up their load using their mobile phones. They also have a Buy Now, Pay Later program to assist customers who might need to purchase load immediately and pay on a later date.

 

“The Buy Now, Pay Later option allows Smart and TNT customers to pay for their top-up in interest-free or interest-bearing plans, whichever is more convenient for them. This option underscores our commitment to providing financial flexibility, empowering customers to manage their finances effectively while staying connected," said Kurt Molina, Head of Merchant Products at BillEase, a partner working with RMS Reloads (Philippines) Inc.

 

Aside from these initiatives, Smart and BillEase also rolled out a promo where customers could win a Samsung Galaxy A54 by simply loading via the app.

 

The promo winner and Smart customer, 28-year-old Carlo Afable from Metro Manila, accepted the award during a small turnover ceremony held at the BillEase office in Makati City.

 

“I use BillEase to buy load because it’s more convenient because of their Buy Now, Pay Later program. I also use the Smart network because it’s really fast,” Afable said.

 

Smart’s network performance is enabled by the PLDT Group’s integrated fixed and wireless networks. Smart's mobile network, which covers 97% of the population, is supported by PLDT's total fiber footprint of over 1.1 million cable kilometers, consisting of over 0.9 million cable kilometers of domestic fiber and more than 200,000 cable kilometers of international fiber as of the end of 2023.

 

Smart's key partnerships and network initiatives are aligned with the PLDT Group’s endeavors to provide connectivity to all and support the United Nations Sustainable Development Goals (UNSDG), particularly on SDG No. 9 – Industry, Innovation, and Infrastructure. These also reinforce the Group’s support for the Government's overall digitalization thrust.

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.  

PLDT keen on exploring AI tech for intelligent network, customer service

Leading integrated telco network PLDT Inc (PLDT) and its wireless subsidiary Smart Communications, Inc (Smart) are optimistic about the use of artificial intelligence (AI) in making their network operations more efficient, elevating customer experience and future-proofing their business.

"We cannot navigate the new world with an old map. Things are changing, technology is developing, and we need to leapfrog in terms of our plans and strategies," said Alfredo S. Panlilio, PLDT and Smart President and CEO, during the recent PLDT first half 2023 earnings media briefing. "We have been looking into AI and studying how it can help us grow our business, be more efficient, and be more customer-centric," he said, adding that the challenge for the telco industry is finding the 'next big thing'. "We have to think beyond what we are doing today and innovate. The challenge for us is finding the next big idea, and possible growth areas."

Currently, PLDT and Smart are employing AI and machine learning on their self-optimizing network, joining global operators in the rapid adoption of the technology. "AI and machine learning enable us to have a more predictive--and later on, prescriptive--way of operating our network," said Eric Santiago, PLDT and Smart Network Head.

Meanwhile, Victor S. Genuino, President and CEO of PLDT's ICT arm ePLDT, emphasized the value of a "strong governance model" and human oversight at the start when employing AI even in conventional use cases such as chatbots for customer service.

"These chatbots may speak English, understand Taglish and be able to negotiate with customers on an assigned date of payment, but overall, the AI application has to be driven by a very strong governance model. You cannot just load a lot of information onto AI and expect it to run by itself. There needs to be human supervision at the onset to ensure that the right information is being delivered. However, as the AI bot self-learns, it will become a very effective customer service tool," he said.

PLDT Chief Transformation & Customer Officer Emmanuel C. Lorenzana, on the other hand, believes AI will enable telcos to know their customers better. "As this develops, we will see that even more complex and highly personalized interactions will be driven by AI. Another use case for AI is Customer Value Management or CVM, where we can push offers that are tailor-fit to our subscribers' needs," he said.

PLDT and Smart's foray into AI and other new technologies is tied in with the Group's aspirational multi-year transformation, which has elevated customer experience and enhancing operational excellence as among the key priorities. It is also aligned with the Group's industry leadership as one of the founding members of the government-mandated Presidential Private Sector Advisory Council (PSAC) under the Digital Infrastructure Pillar, and in support of the Government's nationwide digitalization thrust.

This also contributes to the Group’s endeavors to provide connectivity to all and to anchor initiatives on the United Nations Sustainable Development Goals (UNSDG), particularly on SDG No. 9 – Industry, Innovation, and Infrastructure.

PLDT, Smart ramp up commitment to elevate customer experience in Davao

PLDT Inc. (PLDT) and its wireless arm Smart Communications Inc. (Smart) recently brought their ‘Customer Experience (CX) Congress on the Road’ to employees and other stakeholders in Davao City, highlighting their continuing drive to instill in the entire workforce the commitment to elevate the quality of the telcos’ customer service and overall experience.

“We continue to touch base with our employees, partners, and customers, this time, in Davao as part of our commitment to be the voice of our customers. As a customer-focused organization, we recognize the important role that our customer experience advocates play in our journey to customer obsession,” said Jeanine R. Rubin, Head of Customer Experience at PLDT and Smart.

 

Following earlier rollouts in Bulacan, Caloocan, Pampanga, and in the Integrated Operations Center in Makati, Davao-based employees convened at the PLDT office to commit and contribute to the telco’s overall goal of uplifting the lives of Filipinos.

Customer Experience Service Delivery Associate Jayson Lavarez believes that customers are brand ambassadors themselves, and doing more for them should be second nature to PLDT and Smart employees like himself.

“As Customer Experience Advocates, our primary goal is to give exceptional service to clients. We aim to remain a customer-focused organization that immediately addresses their concerns.”

 

Lavarez is one of the many employees in Davao who attended the caravan to raise the level of customer service in the region.

 

“For me, customer obsession is about going the extra mile. It means finding ways to pass through narrow streets or even riding a bicycle, just to reach our customers and address their needs,” he added.

 

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.

PLDT, Smart reinforce support for Davao City’s underground cabling project, enhancing customer experience

Leading integrated telco PLDT Inc. (PLDT) and its wireless arm Smart Communications, Inc. (Smart) continue to support Davao City’s Underground Cabling Project, which aims to remove unsightly overhead wires and cables from city streets.

In a recent ceremony at Magsaysay Avenue in Davao City, PLDT and Smart representatives joined government officials, representatives of Davao Light and Power Company (DLPC), and other telcos, as they signaled the start of the project’s 2nd phase. The project requires DLPC and all telecommunication companies to convert their respective overhead lines to an underground system.

Davao City Administrator Atty. Francis Mark Layog thanked the utility companies for partnering with the city government to realize their goal of wire-free streets. “The underground cabling project is a clear testament of a public and private partnership that is undertaken with the welfare of the citizens in mind. Once completed, the project can boost businesses in Chinatown and further drive our city towards progress and development. Let us all continue to work together on initiatives and efforts towards a cleaner, safer, and sustainable Davao City.”

 

As PLDT continues to deploy its extensive fiber infrastructure all over the country, which was at more than 1.1 million kilometers as of end-June 2023, the Group is also pushing initiatives that improve customer experience and protect its physical assets. Working with other telcos, PLDT is also spearheading the National Telecommunications Security Council, an informal alliance for the mutual protection of telecommunications infrastructure nationwide.

 

“PLDT and Smart will continue to support this Underground Cable Project of our local government, as we push for a cleaner and more beautiful Davao. This project also helps reduce pilferage of telco facilities, which ultimately leads to service outages. By protecting and fortifying our physical infrastructure, we are able to continue providing the best connectivity to fellow Davaoeños,” said Melvin Lacuna, PLDT Davao Zone Head.

 

These cable clean-up and asset protection initiatives reinforce the Group’s commitment as one of the founding members under the Digital Infrastructure group of the Government-mandated Private Sector Advisory Council, with programs such as GoDigital Pilipinas aimed at expanding access to digital technologies.

 

This particular engagement with Davao City is also aligned with PLDT’s aspirational multi-year transformation, with elevating customer experience as one of the key priorities, while helping achieve the United Nations Sustainable Development Goals (SDG) particularly on SDG No. 9 – Industry, Innovation, and Infrastructure, and SDG No. 11 - Sustainable Cities and Communities.