PLDT expands fiber infrastructure for topnotch customer experience

    TechnologyTelcosPLDT expands fiber infrastructure for topnotch customer experience

    Leading integrated telco PLDT has expanded the country’s most extensive fiber infrastructure to more than 524,000 kilometers as of end-June 2021, an increase of 22% from a year ago.

    With the additional 95,000 kilometers of nationwide fiber footprint in the first half of the year, the fiber infrastructure supports PLDT Home’s broadband services as well as its wireless arm Smart Communications, Inc. (Smart)’s mobile networks, ensuring good customer experience as Filipinos continue to rely on fast and reliable connectivity for their daily transactions, with the country entering lockdowns anew due to rising COVID-19 cases.

    “We continue to elevate the customer experience by making sure that we invest in the strongest, most extensive digital infrastructure,” said Alfredo S. Panlilio, president and CEO of both PLDT Inc. and Smart Communications Inc. “We still face big challenges along the way but remain steadfast in our commitment to deliver the needs of our customers.”

    PLDT has fast-tracked this fiber infrastructure rollout to address market demand. As of end-June, PLDT had extended the reach of its fixed broadband service to cover 11.3 million homes passed, while the total number of fiber-powered ports has increased to 4.8 million.

    Digital transformation is key

    Panlilio also emphasized that PLDT will continue its digital transformation efforts, which began in 2016. “We are working towards automation to improve the way we serve and deliver to our customers,” he said.

    Highlighting that customer experience remains to be a focus area for PLDT moving forward, Panlilio added that cultural transformation is also integral to this overall effort to elevate CX: “Every PLDT and Smart employee is an ambassador of the company, with a strong focus on improving CX,” he said.

    PLDT and Smart’s relentless push to provide connectivity for all aligns with the group’s long-standing commitment to help the Philippines attain the UN’s Sustainable Development Goals, particularly SDG #9: Industry, Innovation, and Infrastructure.

    “We are committed to doing more to help ensure that Filipinos thrive in this fast-changing digital world,” Panlilio said, underscoring the need for excellence in CX, digital innovation, and operational efficiency.

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