The Philippines’ leading integrated telco network PLDT Inc (PLDT)’s wireless arm Smart Communications, Inc (Smart) is going beyond technology to intensify its focus on customer satisfaction.
Speaking at the inaugural Digital Nation Summit Manila organized by the GSMA, the organization representing mobile operators globally, Anastacio ‘Boy’ Martirez, Smart Chief Operating Officer, said that Smart is building on its legacy of revolutionizing mobile communications in the Philippines and moving forward to leverage its integrated fixed and wireless networks in order to deliver best-in-class customer service.
“We have to go beyond technology to focus on the customer, innovating to ensure that Filipinos get the world-class service they deserve, and maximizing technology as a means to create meaningful and amazing experiences,” he said.
In the fireside chat, which had the theme “Paving the Path to a Digital Philippines: Insights from mobile players”, Martirez also underscored how PLDT and Smart’s robust telco ecosystem, composed of extensive international and domestic submarine cables, state-of-the-art data centers, and LTE/5G networks, enables the delivery of leveled-up customer service across the Philippines.
Martirez also cited the impact of Artificial Intelligence (AI) in transforming not just the telco landscape, but other industries as well, such as BPOs, education, and customer service. “Employing AI for repetitive tasks, for example, will enable more workers to focus on critical thinking and problem solving,” he said, adding that for organizations that are early adopters, AI has delivered significant returns.
“Telcos will play a key role in enabling AI in the Philippines, providing the necessary connectivity infrastructure for upskilling and education. In our own company, we likewise continue to harness AI to drive productivity, supercharge customer service, and unlock new opportunities,” he added.
The PLDT Group’s continued investments in innovation, particularly to enhance its integrated network and achieve operational excellence, are also aligned with the Group’s commitment to narrow the digital divide and bring the benefits of the internet to all.
These also contribute to the PLDT Group’s endeavors to help the country achieve the United Nations Sustainable Development Goals (UNSDGs) particularly SDG 9 – Industry, Innovation, and Infrastructure, as well as reinforce the Group’s support for the Government’s overall digitalization thrust.
