Meralco's CX Transformation: Nurturing Customer Relationships and Trust While Promoting Online Journeys

Meralco's CX Transformation: Nurturing Customer Relationships and Trust While Promoting Online Journeys

This IDC Perspective focuses on the Philippine power utility, Meralco, and its customer experience transformation journey, which started in 2016, but was jolted by the COVID-19 pandemic. Meralco's customer experience transformation included a technology platform overhaul, integrating digital channels with dedicated digital agents, and managed by a dedicated group overseeing all customer care within Meralco. "Customer experience transformations have been imperative for utilities for a while now, especially in regulated markets, to meet more demanding customers' expectations. Meralco embraced its goal to better serve its customers through more reliable and convenient customer service by putting customers at the heart of its CX transformation," said Gaia Gallotti, associate research director, IDC Energy Insights. "Meralco prioritized what was important to its customers, and it facilitated interactions with them through their preferred communications channels, all this while reinventing its operating models to overcome the challenges of the pandemic and carving out financial efficiencies."

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