By Sam Escolano

“Change mindset na tayo… CIA na dapat tayo, Customer-Centricity in Action!,” was the resounding message during JLLB’s closing remarks for the NLEX 2024 Strategic Planning Conference last September 24, 2024. Themed Pathways to the Future: Evolving Toll Road Experience, and hosted by the Asset Management Division, the conference was a platform for divisions to discuss its Top 3 Strategic Initiatives that will positively impact the future of customer journey experience and serve the public better.

The conference aptly adopted styles from the movie Back to the Future to showcase NLEX’s past, present, and future. Asset Management Division went above and beyond the usual hosting by having a futuristic 360-degree photo booth, a nostalgic NLEX history video, and a highly engaging history and beyond game.

Keynote speakers for the planning conference include Marivic H. Del Pilar, President and General Manager of Victory Liner, Inc., and Cliff Eala, CEO of BS Works, presenting their takes on improving the customer experience at NLEX.

Fitting the plans highlighted during the conference, RLS reminded the participants to always remember their identity, not forget what brought NLEX to its current achievements, and that each one is made for more. In closing, JLLB highlighted how RLS exemplified customer service by always being present, especially during NLEX’s tough and difficult moments.

Video Credits by Asset Management Division

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