Philippines – PLDT, one of the largest telcos in the country, alongside its wireless subsidiary Smart Communications, have announced its partnership with global customer experience and employee platform Medallia.
Through the CX implementation Medallia will be supported by global media company Kantar in implementing the technology solution across PLDT and Smart. Medallia and Kantar joined the PLDT team for a digital signing ceremony to officially seal the deal. Furthermore, with support from Medallia and Kantar, PLDT and Smart aims to optimise customer experience management across all channels, including digital platforms, mobile phone applications, and contact centres.
Alfredo S. Panlilio, president and CEO of PLDT and Smart, said, “A large part of our commitment to provide world-class connectivity for all Filipinos is to empower our people and processes with technology that allows them to render the best customer experience.”
He added, “Our engagement with Medallia and Kantar gives us this technology, and empowers us to listen and respond to our customers more effectively, as they are our North Star for all group-wide efforts,.”
Meanwhile, Leslie Stretch, president and CEO of Medallia, commented, “To thrive in the highly competitive world of telecommunications, providers must delight customers and employees by responding to their needs with the same speed, interactivity, and connectivity that they expect from your network.”
“Medallia helps amplify the voice of customers across all touchpoints, enabling PLDT and Smart to listen and act on feedback in a consistent, deliberate, and thoughtful manner. We look forward to working with PLDT and Smart to delight customers with world-class experiences,” Stretch added.
He added, “Medallia continues to expand across the telecommunications industry in APAC and currently works with customers in key markets including Singapore, Japan, and Indonesia, to help optimise their customer experience.”