PLDT Group is doubling down on its commitment to customer satisfaction by harnessing the power of advanced digital technologies, the company announced during its celebration of Customer Care Month. Manuel V. Pangilinan, chairman of PLDT Inc. and Smart Communications Inc., emphasized the company’s focus on placing customers at the heart of its operations. “The success or failure of our company hinges on our customers, and we must always prioritize their satisfaction,” he said.
To enhance service, PLDT has introduced a range of initiatives aimed at improving customer care, including streamlined service channels, nationwide experience hubs, and the rollout of advanced digital solutions like AI, bots, and recommendation engines. These technologies are designed to improve customer interaction, from payment services to fraud protection, all while maintaining a personal touch.
Smart chief operating officer Anastacio R. Martirez underscored the importance of balancing innovation with customer-centric values. “While technology is transforming the way we serve customers, our responsibility is to ensure our personal touch remains strong,” he said.
Other leaders within the company, including PLDT COO Butch G. Jimenez and enterprise business head Jojo Gendrano, reiterated that customer care remains central to the company’s success. “As our customers evolve, we must continue to redefine connectivity for them,” said Jimenez. Meanwhile, Gendrano highlighted how exceptional customer service can differentiate PLDT in a competitive market.
The commitment to service excellence extends across all levels of the organization, with chief people officer Gina Ordoñez stressing the importance of capability development and teamwork in delivering exceptional experiences. “Let us work together to ensure the success of our business today and for future generations,” she added.
