Case Study: PLDT improves customer experience and saves $20M with Medallia

PLDT Rewires its Enterprise with a New Customer-Centric Approach

PLDT, a 95+ year-old telecom company, faced rising competition and pressure on market share, prompting it to become a more customer-centric organization. To support this shift, PLDT used Medallia to embed customer feedback into operations and decision-making, first focusing on key touchpoints and then expanding to a broader journey-based approach.

Medallia helped PLDT turn insights into action through text analytics and an omnichannel data-to-action loop that improved customer experience and operational efficiency. The results included a 32% improvement across five CX principles, NPS rising from -15 to +18 with consistent double-digit YoY growth, and $20 million in contact center savings over three years from fewer repeat calls.

PLDT

Monse Vivencio del Rosario

Assistant Vice President