2021 ACGES: Increasing significance of customer centricity and agile leadership in practicing good corporate governance

by Christine R. Silvania, DECEMBER 2021

Over 500 Directors and Key Officers of the MVP Group attended the two sessions of the virtual Annual Corporate Governance Enhancement Session (ACGES).

The ACGES 1st Session held last September 17, featured “Becoming Obsessed with the Customer” and the keynote speaker was the renowned author of The Amazon Way, Mr. John Rossman, who discussed the many lessons leaders can learn from Amazon’s 14 leadership principles.

Mr. Rossman emphasized that customer trust is a valuable corporate asset and is a key brand element,  and when customer feedback conflicts with our metrics, we trust the customer feedback and dig deeper.  He also added that we must make “customer-centricity” part of every job and plan, wherein every process, function, team, and role in our organization have an explicit understanding, definition, goals, metrics, and SLA’s written and aligned to these customer-centricity principles and pursuits.

Joining Mr. Rossman for a brief panel discussion were our Chairman Mr. Manuel V. Pangilinan, Asian Hospital and Medical Center President and CEO Mr. Andres M. Licaros Jr., Voyager and Paymaya President Mr. Shailesh Baidwan, Meralco President and CEO Atty. Ray C. Espinosa, and PLDT and Smart Communications President and CEO Mr. Alfredo S. Panlilio, with PLDT FVP and Head for Group Corporate Communications Ms. Cathy Yap-Yang as moderator.

The ACGES 2nd Session held last November 12, featured “Agile Leadership: A Conversation with Anna Wintour”. The session highlighted the global fashion icon’s experience of leading amid crisis and change. The discussions were moderated by MPIC Head of Government Relations and Public Affairs and MVP Group Media Bureau Head Atty. Mike Toledo and award-winning entrepreneur Ms. Rissa Mananquil-Trillo.

(from L to R): Atty. Mike Toledo, Ms. Anna Wintour, and Ms. Rissa Mananquil-Trillo

Vogue Global Editorial Director and Conde Nast Chief Content Officer Ms. Anna Wintour shared insights on developing new mindsets and capabilities to lead with agility and serve customers more effectively.

Among the strategies shared by Ms. Wintour was the importance of breaking down silos, aligned with the ongoing global transformation at Condé Nast. “We are looking at syndicating our content around the world, whereas before we used to work in silos. Now, we can share talent, creativity, and storytelling from around the world,” Ms. Wintour said, adding that this has allowed them to understand and learn about various local cultures.

Ms. Wintour also emphasized the importance of fostering a company culture that’s based on community and respect, with a great belief in creativity and quality. “Without that sense of quality, community, and risk-taking, I think you don’t attract the best talent. You can’t possibly succeed without all those factors working into the decisions that you make every day,” Ms. Wintour detailed.

Learnings from ACGES reinforce the group’s support for the Governance pillar of its sustainability goals. “Agile leadership means championing hyper-collaboration across the organization, breaking down silos while fostering innovations, idea-sharing, upskilling, and continued learning,” PLDT and Smart Communications, Inc. Director, President and CEO Alfredo S. Panlilio said.

(from L to R): Mr. Manuel V. Pangilinan, Mr. Alfredo S. Panlilio, and Ms. Anna Wintour

The session closed with insights and learnings from PLDT Independent Director and fashion powerhouse Penshoppe Group Chairman and CEO, Mr. Bernido Liu. “The need for agile leadership is very real. Ms. Wintour said that in a crisis, we have to keep everyone focused and occupied on a mission to give them a shared sense of purpose. This is how we begin to recover. And with responsible stewardship and good corporate governance, we will thrive and continue to serve our millions of customers well, for many, many more years to come,” he said.

The ACGES is a collaboration of the various MVP Group of Companies, and this virtual event serves as a learning session on best practices and trends on good corporate governance and to benchmark business practices in order to improve the way we do business. The attendance to the ACGES is in accordance and pursuant to the requirements of the Company’s Revised Manual on Corporate Governance, and the SEC Memo Circular No. 20 Series of 2013. The ACGES covered four hours of governance training per session and was accredited by the SEC.

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About the writer:

Christine R. Salvania. A Corporate Governance Assistant Manager for MPTC’s Governance and Risk Division. An art enthusiast and environmental steward. When she is not in her favorite coffee shop, Tin spends most of her time reading, walking her dog, and catching her favorite k-drama shows.

 

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