Browsing through social media sites will reveal that among netizens’ sentiments about telcos generally center on their brand of service–or even the lack of it.
PLDT Global Corporation (PGC), a technology services company, knows this. To ramp up customer experience and to improve services for its global clients, PGC announced that it partnered with Qualtrics, an Experience Management platform creator, through its CustomerXM™ to achieve the objective.
Under the accord, PGC, the international arm of PLDT, will use Qualtrics’ CX platform to better understand customer sentiment and insights and craft specific actions to address their needs. The platform will also enable PGC to automate workflows to resolve or escalate customer issues on a real-time basis.
“Our global customer base has diverse needs, which is why the capabilities provided by Qualtrics are central to PGC’s commitment to bring innovative, world-class services to our individual and enterprise customers all over the world,” explains Lea Garcia, Vice President for Experience at PGC, to Frontpageph.com. “We will be able to listen closely to the needs of our customers and rapidly respond, which will ensure PGC continually brings to market the products and services our customers want and deserve,” she added.
“Being able to listen, understand, and rapidly act on the changing needs of your customers is a key competitive advantage. By standardizing its CX program with Qualtrics, PGC is well placed to unlock critical insights enabling the company to continually design and improve customer experiences that drive business outcomes,” said Mao Gen Foo, Head of Southeast Asia at Qualtrics.
This is among many strategic partnerships forged with international leaders in technology and digital connectivity, bearing witness to PGC’s commitment to bring best-in-class services to businesses the world over.