PLDT, Smart ramp up commitment to elevate customer experience in Davao

PLDT Inc. (PLDT) and its wireless arm Smart Communications Inc. (Smart) recently brought their ‘Customer Experience (CX) Congress on the Road’ to employees and other stakeholders in Davao City, highlighting their continuing drive to instill on the entire workforce the commitment to elevate the quality of the telcos’ customer service and overall experience.

“We continue to touch base with our employees, partners, and customers, this time, in Davao as part of our commitment to be the voice of our customers. As a customer-focused organization, we recognize the important role that our customer experience advocates play in our journey to customer obsession,” said Jeanine R. Rubin, Head of Customer Experience at PLDT and Smart.


Following earlier rollouts in Bulacan, Caloocan, Pampanga, and in the Integrated Operations Center in Makati, Davao-based employees convened at the PLDT office to commit and contribute to the telco’s overall goal of uplifting the lives of Filipinos.

Customer Experience Service Delivery Associate Jayson Lavarez believes that customers are brand ambassadors themselves, and doing more for them should be second nature to PLDT and Smart employees like himself.


"As Customer Experience Advocates, our primary goal is to give an exceptional service to clients. We aim to remain a customer-focused organization that immediately addresses their concerns."

Lavarez is one of the many employees in Davao who attended the caravan to raise the level of customer service in the region.


"For me, customer obsession is about going the extra mile. It means finding ways to pass through narrow streets or even riding a bicycle, just to reach our customers and address their needs," he added.

The “Customer Experience (CX) On the Road” caravan is part of a broad range of activities undertaken by PLDT and Smart in their continuing drive to further improve customer experience, one of the five pillars of PLDT’s multi-year, transformational business strategy.