target audience: TECH BUYER  Publication date: Jul 2023 - Document type: IDC Perspective - Doc  Document number: # US49143322

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

By:  Gaia Gallotti

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Table of Contents


  • Executive Snapshot

    • Figure: Executive Snapshot: Meralco's Customer Experience Transformation: Nurturing Customer Trust While Fostering Customers' Online Journey

  • Situation Overview

    • IDC Energy Insights' Case Studies Series

    • Why This Case Study?

    • A Century-Old Utility Embarks on a CX Transformation Journey

    • The Approach

    • The Need for Organizational Changes and a New Customer Care Group

    • A CRM Platform to Unleash Efficiencies and Innovation

    • Billing

    • Meralco Online

    • Customer 360

    • Resolution Rates Make the Case

    • Next Steps

  • Advice for the Technology Buyer

  • Learn More

    • Related Research

    • Synopsis