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Case Study

PLDT Rewires Its Customer-Centric Approach

PLDT Rewires Its Customer-Centric Approach

PLDT Rewires Its Customer-Centric Approach

Medallia
Pages 3 Pages

PLDT shifted from transactional to journey-based customer-centricity in telecom & media amid new competition and double-negative NPS. Medallia software rewired the enterprise by embedding real-time feedback across touchpoints, saving $20M over three years, eliminating 1M repair follow-ups, and improving 32% across five CX principles. Its ecosystem of transactional, journey, and relational NPS drove consistent double-digit growth from -15 to +18 NPS. By rallying teams around heartfelt, seamless experiences, Medallia empowered sales onboarding, refined contact scripts, and optimized digital journeys for responsive, human-centered service transformation.

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