PLDT Global taps Qualtrics to improve customer service

MANILA, Philippines — The international arm of telco giant PLDT Inc. is partnering with management software provider Qualtrics to help level up its customer experience and improve services for millions of its clients worldwide.

PLDT Global Corp. said it has selected Qualtrics’ industry leading CX platform to better understand customer sentiment and insights and in turn, take actions that can address their needs.

The platform will also enable PLDT Global to automate workflows to resolve or escalate customer issues in real time.

“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,” PLDT Global vice president for experience Lea Garcia said.

“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 said.

PLDT Global is a technology services company that provides high quality communications infrastructure and innovative platforms to its global network of carriers, enterprise customers, and distribution partners.

The company has built a strong international presence over the past two decades by providing meaningful connectivity and data solutions to a growing network of partners.

The collaboration with Qualtrics is among the many strategic partnerships forged by PLDT Global with international leaders in technology and digital connectivity.

Among these recent partnerships are with Chief Telecom in Taiwan, Hong Kong’s SmarTone and Japan’s SoftBank Corp.

“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,” Qualtrics head of Southeast Asia Mao Gen Foo said.

The Qualtrics XM platform is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about.

Over 13,500 organizations around the world are using Qualtrics to listen, understand and take action on experience data.