PLDT Global Chooses Qualtrics to Redesign Customer Experience

Last updated:  March 29, 2021


2021-03-29

Streamlines and automates customer experience program with single solution

MANILA, MARCH 29, 2021 Qualtrics (Nasdaq: XM), the world’s No. 1 Experience Management (XM) Platform and creator of the XM 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.

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.

For more information about Qualtrics visit www.qualtrics.com/au.

About Qualtrics

Qualtrics, the world’s No. 1 Experience Management (XM) platform and creator of the XM category, is changing the way organizations manage and improve the four core experiences of business—customer, employee, product, and brand. Over 13,500 organizations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data™)—the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it. 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. To learn more, please visit qualtrics.com

About PLDT Global

PLDT Global Corporation (PGC) 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 enabling them to achieve their desired connectivity, reach, and market relevance.  

For over 20 years, PLDT Global has built its strong international presence by providing meaningful connectivity and data solutions to a growing network of partners.  To find out how PLDT Global can help you achieve your digital acceleration goals, please visit pldtglobal.com