Smart boss Panlilio puts mobile customers first

Cathy Yang, ABS-CBN News

Posted at Aug 23 2019 12:57 PM | Updated as of Aug 23 2019 04:08 PM

Al Panlilio was appointed as Smart Communications Inc president in August. ABS-CBN News

MANILA -- The new president of PLDT Inc's mobile unit said he would focus on addressing consumer complaints to reclaim the lead from rival Globe Telecom.

Smart Communications, which is offering free YouTube access, is also encouraging non-LTE subscribers to use lifestyle apps such as cashless payment platform PayMaya and eGames, said its president, Al Panlilio.

"We need to focus on what they want and what they need and we need to satisfy that and that’s the only way that we can keep them as a customer," Panlilio said in an exclusive interview with ANC's The Boss.

"We need to take a look at our process, how we make it more efficient, how we can give our customers great experience when they’re dealing with us," Panlilio said during his first interview since his appointment.

Panlilio, who is currently PLDT's executive vice president and chief revenue officer, said that as Smart president he would focus on making processes more efficient, enhancing platforms to engage more with customers and transforming employee culture.


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