With Qualtrics CustomerXM as the product of choice for PLDT Global’s customer experience improvement program, the global company will be able to listen to customers and take actions to generate real business value.
PLDT Global Corporation (PGC), the international arm of Philippines’ leading telco and digital services provider PLDT, has partnered with Qualtrics, the world’s No.1 Experience Management (XM) platform and creator of the XM category to enhance the company’s capabilities in delivering enhanced customer experience and services to its 25 million customers worldwide.
PGC will be leveraging Qualtrics CustomerXM to standardise its Customer Experience (CX) program, addressing and understanding the distinctive needs of its clients in over 100 countries across Asia, Europe, and the Americas. Through one scalable, sustainable platform, PGC will be able to drive action throughout the organisation based on real-time customer experience data as well as automate workflows to resolve or escalate any issues.
Explaining the rationale in selecting the Qualtrics CustomerXM platform, Lea Garcia, Vice President for Experience at PGC, said:
“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.”
“We will be able to listen closely to the needs of our customers and rapidly respond, which will ensure PLDT Global continually brings to market the products and services our customers want and deserve,” Garcia added.
A Global Customer Experience Improvement Program
PGC has built its strong international presence by providing meaningful connectivity and data solutions to a growing network of partners for over two decades now.
The company continues to expand its presence in the Asia Pacific region as exemplified by the recent partnership with Chief Telecom, the leading brand of VPN service provider in Greater China and the operator of the largest Internet exchange center in Taiwan. Together, PGC and Chief Telecom will provide enterprise customers a one-stop-shop offering connectivity services across borders, for fast service delivery and competitive offerings via cloud connection, enhanced business continuity services, and security.
PGC has also recently forged strategic partnerships with Hong Kong’s SmarTone and Japan’s SoftBank Corp.
These alliances, including the one with Qualtrics, reflect PGC’s brand of customer service– providing high-quality communications infrastructure and innovative platforms to its global network of carriers, enterprise customers, and distribution partners.
The strategic partnership with Qualtrics brings value to its global customers and furthers PGC’s capabilities in delivering an enhanced customer experience. The Qualtrics CustomerXM empowers PGC to achieve deeper customer insights by integrating experience data from Qualtrics and operational data from the CRM platform. In a single platform, the company will be able to capture, analyse, and take appropriate action on experience data, and ultimately, enhance the customer experience.
Qualtrics Head of Southeast Asia Mao Gen Foo stated:
“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, PLDT Global is well placed to unlock critical insights enabling the company to continually design and improve customer experiences that drive business outcomes.”
