Eastern Communications earns 2 wins at Asian Experience Awards 2025

The company was lauded for its Partners in Progress campaign and customer-centric transformation.

Eastern Communications took home the Philippines Brand Experience of the Year - Telecommunications and Philippines Customer Experience of the Year - Telecommunication accolades at the Asian Experience Awards 2025, which highlighted the company’s future-ready partnerships and strategies.

Partners in Progress campaign

Eastern Communications launched the Partners in Progress campaign during the celebration of its 145 years of serving the Filipino business community. This is a nationwide customer-centric campaign that honours customers and empowers small and large enterprises with dependable connectivity.

In 2024, Eastern stood out in a highly competitive telco environment by focusing on deepening its relationships with partners, regional inclusion, and thought leadership. 

Under the Partners in Progress campaign, the Via Eastern launch event brought the brand to emerging business hubs through in-person events with local leaders. Eastern Explores, a video series, spotlighted the role of ICT in regional development. Its vodcast series, Thoughts on Tech, brought ICT awareness to the general public.

Additionally, the Link VIP Club hosted lifestyle events that strengthened client bonds and loyalty, whilst Sandbox Sessions and Transcend Summit equipped businesses with insights from global tech experts.

The Access Eastern event series, on the other hand, broke down ICT trends into practical knowledge for SMEs.
Eastern also honoured its internal team during the Araw ng Parangal ceremony, which recognised employees’ service milestones, and through separate wellness programmes, sports fests, and social nights.

These activities brought 8.39% revenue growth from 2023, 283% increase in regional revenue, 95.5% customer satisfaction, $2.84m in PR value, 17.5M media reach, 8.6M digital users engaged, 18,000 sales opportunities, 3,300+ new accounts closed, and 90% employee satisfaction with more than a hundred staff trained in corporate brand strategy.

Eastern Communications’ 145th year was not just a celebration; it was a recommitment to being true Partners in Progress with every client, community, and employee it serves.

Heart of service

Eastern Communications’ Customer Experience (CX) team spearheaded its “Heart of Service” approach to accelerate its transformation strategy and better serve over 6,000 enterprise and SME clients nationwide.

At the core of this transformation is the CX Game Changer Task Force, a cross-functional initiative that revolutionises customer experience by improving end-to-end service journeys. Through training with COPC, a global CX standards body, the team recorded 8% fewer inbound calls, a 15% drop in email complaints, a 54% decrease in social media queries, and a 90% conversion of dissatisfied to satisfied customers. This transformation also included mapping customer pain points and improving workflows. 

Furthermore, internally, CX Week and ongoing engagement activities empowered employees to embrace customer-first values. Externally, the LINK VIP Club programme grew Platinum, Gold, and Sapphire clients by 18%.

In 2024, Eastern also launched GEAR UP (Growth, Engagement, Advocacy, Retention, Unified Perseverance), a CX strategy that promotes agility and customer satisfaction by integrating employee training, customer feedback, and digital enhancements.

These enhancements have shown impactful results from 2022 to 2025, and these include a 7% rise in customer satisfaction (CSAT), 28% in net promoter score (NPS), 26% in customer effort score, 98% client retention rate, and $1.6m in earned media value from CX events.

Eastern Communications has repeatedly proved that excellence comes from combining innovation with empathy.

The Asian Experience Awards serves as a platform that honours ingenious initiatives of creative companies. It gives the rightful recognition to those that deliver meaningful brand experiences to their stakeholders.

The Asian Experience Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2026 awards programme and be acclaimed for providing meaningful brand experiences to stakeholders, please contact Marni Marco at [email protected].