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PLDT taps Qualtrics for unified CX redesign

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Manila, Philippines – PLDT Global Corp. (PGC), the international arm of Philippine-based telecommunications company PLDT, has announced that it has partnered experience management (XM) company Qualtrics to redesign its customer experience (CX).

PGC will be utilizing and standardizing the use of Qualtrics’ CustomerXM program in order to better understand and act on customers’ unique needs. Qualtrics will provide PGC with a single platform to capture, analyze, and act on experience data, enabling PGC to uncover deeper customer insights, scale and personalize engagements, and automate workflows to resolve or escalate customer issues in real time.

Furthermore, 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 aims to assist PGC in better understanding the drivers of its CX so the company can take targeted action to continually design and improve the experiences delivered.

According to Leah Garcia, VP for experience at PGC, Qualtrics’ XM service best serves the company’s commitment to bring innovative services across their customers and enterprise partners globally.

“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,” Garcia stated.

Meanwhile, Mao Gen Foo, head of Southeast Asia at Qualtrics stated that their service comes in response to the recent consumer behavior shifts by the offset of the global pandemic, which has also changed customer expectations significantly.

“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 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,” Gen Foo stated.

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