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PLDT Global Chooses Qualtrics To Redesign Customer Experience

Streamlines and automates customer experience program with single solution

Photo by Marília Castelli on Unsplash

Qualtrics, the leader in customer and employee  experience and creator of the experience management category, today announced that PLDT  Global Corp (PGC), the international arm of PLDT – the Philippines’ largest integrated  telecommunications company, has chosen Qualtrics CustomerXM™ to build a complete view of  its customer experience and identify the actions improving services for 25 million customers. 

With customers across 100 countries, PGC has chosen to standardise its Customer Experience  (CX) program with Qualtrics in order to better understand and act on customers’ unique needs.  Qualtrics will provide PGC with a single platform to capture, analyse, and act on experience  data, enabling PGC to uncover deeper customer insights, scale and personalise engagements,  and automate workflows to resolve or escalate customer issues in real time. 

Albert Villa-Real, Senior VP and Chief Commercial Officer, PLDT, and Mao Gen Foo, Head of Southeast Asia, Qualtrics

CustomerXM integrates with PGC’s existing CRM platform to deliver further value. Bringing  together experience data from Qualtrics and operational data from the CRM platform will help  PGC to better understand the drivers of its CX so the company can take targeted action to  continually design and improve the experiences delivered. 

“Our global customer base has diverse needs, which is why the unmatched listening capabilities  provided by Qualtrics are central to PGC’s commitment to bring innovative services to  kababayans wherever they are in the world, as well as to our international partners in the carrier  and enterprise segments,” said Leah Garcia, VP for Experience, PGC. “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.”  

“Since the onset of the COVID-19 pandemic consumer expectations have shifted significantly – and as we move forward we expect this is a trend that will continue as behaviours and  preferences change. It’s a reality that means being able to listen, understand, and rapidly act on  the changing needs of your customers is a key competitive advantage. By standardising 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, Qualtrics.

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