PLDT augments customer experience and customer engagement
Kantar is the world’s leading data, insights, and consulting company. On the other hand, PLDT Inc. hails as the Philippines’ largest, most diversified and fully integrated telecommunications company. Meanwhile, Smart Communications, Inc. (Smart) is PLDT’s wholly-owned wireless subsidiary.
Kantar announced on March 1, 2022, that PLDT and Smart have selected Medallia as the customer experience platform of choice. Medallia, Inc. is known as the global leader in customer and employee experience.
Indeed, Kantar supports the implementation efforts across PLDT and Smart. Subsequently, Kantar and Medallia joined the PLDT team at a digital signing ceremony to formalize the partnership. In addition, PLDT and Smart President and CEO Alfredo S. Panlilo reiterated,
“A large part of our commitment to provide world-class connectivity for all Filipinos is to empower our people and processes. This is with technology that allows them to render the best customer experience. Our engagement with Medallia and Kantar gives us this technology. It empowers us to listen and respond to our customers more effectively. They are our North Star for all group-wide efforts.”
With Medallia and Kantar, PLDT and Smart aim to optimize customer experience management across all channels. Of course, this includes digital platforms, mobile phone applications, and contact centers.
Executive Managing Director of Kantar SEA Katie McClintock said,
“At Kantar, we work with clients across various industry verticals in advising and driving, both strategically and operationally, on Customer & Brand Experience. Our best practice framework for implementing a world class technology like Medallia is built on a practical yet impactful closed loop feedback system. We have a dedicated and experienced team, supported by regional and global experts, working closely with PLDT and Smart to ensure best-in-class execution and how to use the insights that are being captured on Medallia to help PLDT and Smart win faster and better in the Philippines”
For more information on Kantar’s expertise and solutions, please visit: https://www.kantar.com/expertise
