PLDT, Smart roll out nationwide Customer Experience caravan to transform workforce, level up customer service

As part of their commitment to elevate customer centricity, PLDT Inc. (PLDT) and its wireless unit Smart Communications, Inc. (Smart) are rolling out a nationwide Customer Experience (CX) On the Road to transform their workforce and level up customer service.

Kicking off with sessions in Bulacan, Caloocan, and Pampanga, hundreds of employees from each city gathered to learn from leaders and experts on how to become better customer service ambassadors in their areas, shared various insights on customer service, and understand further the CX Charter as a group-wide guiding principle in their ways of working.

“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, Head of Customer Experience at PLDT and Smart.

The caravan will also be visiting other zones in the future to reach more employees on the ground and improve the way customers experience the telco group’s services across all platforms and channels.

The PLDT group has constantly been 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.  This infrastructure also supports Smart's mobile network, which covers 97% of the population with 3G, LTE, and 5G.

These initiatives are aligned with the PLDT 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.

These also reinforce PLDT Group’s commitment as one of the founding members under the Digital Infrastructure group of the Government-mandated Private Sector Advisory Council (PSAC) formed in 2022, with PSAC programs such as GoDigital Pilipinas aimed at expanding access to digital technologies.