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Manila Bulletin devider Business devider Panlilio: Banking on customer experience

Panlilio: Banking on customer experience

Published Jun 2, 2021 04:18 pm
Providing world-class customer experience is a local telco's best bet to stay on top of the game.
"By 2030, we hope to continue being the leader in customer experience," said PLDT Chief Revenue Officer and Smart Communications President and CEO Alfredo S. Panlilio.
"We also ought to be more digital by then, with a platform that makes it easy for customers to engage with us whenever they need to," he added.
"Technology is driving us there, especially 5G. We hope to make customer engagement seamless and simple--this is the only way we can continue to be top-of-mind for our customers," Panlilio maintained.
Significantly, Filipinos today expect customer experience at par with best-in-class global companies like Netflix, Amazon, and Google.
"Today's customers will compare their experience of your service, not only with your competitors, but with other services in the world--whether it's a booking app or a banking app," according to Panlilio.
Hence, PLDT has to beef up on operational efficiency, innovation and customer experience.
Furthermore, "We have to be world-class in at least one aspect, and that is customer experience. Our North Star is the customer," he pointed out.
Ultimately, "The only way to beat competition – be the best in the industry and serve our customers better than anyone else."
In the next three years, PLDT and Smart intends to ramp-up their nationwide 5G coverage.
As of May this year, Smart has fired up more than 3,000 5G sites across the country and is currently the Philippines' fastest and widest 5G network.

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PLDT KEY TO SUCCESS customer experience PLDT CHIEF REVENUE OFFICER ALFREDO PANLILIO
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