Customer experience is now a top driver of growth, but many local businesses lose sales and customer loyalty because their systems are not connected or unified. Research shows 82 percent of consumers will stop engaging with a brand after just one poor experience finding products, while 32 percent will walk away even from brands they like after a single bad service interaction.
A key local challenge—what Globe Business calls the “adoption paradox”—highlights this gap clearly: 86 percent of Filipino workers use AI daily for personal tasks, yet fewer than 15 percent of local businesses have rolled out AI tools strategically across their operations.
To bridge this divide, Globe Business has introduced Google Gemini Enterprise for Customer Experience (GE CX). This AI-powered platform brings together product search, purchasing, and after-sales support into one smooth, continuous journey, built on Google’s advanced technology to deliver natural, human-like interactions.
Globe chief marketing officer KD Dizon explained, “Customers expect seamless, personalized service at every step. GE CX turns customer service from a cost center into a growth driver by removing friction across the entire journey.”
The solution is designed around four core strengths that address major operational hurdles. It enables fast setup, allowing businesses to build intelligent virtual assistants in minutes using simple, low-code tools. It also ensures seamless connectivity by linking directly to existing data systems, so it can execute real tasks and access information without extra work. Interactions are more empathetic, as the platform understands human tone and context, and speaks in natural, multi-lingual voices. Additionally, it supports constant improvement by automatically analyzing every customer conversation, providing real-time guidance to human service agents.
GE CX shifts digital engagement from passive browsing to active assistance. Its “digital concierges” guide customers from personalized product recommendations straight to checkout, or resolve complex concerns like refunds and replacements—all within one conversation, without needing transfers between different teams. It also features multimodal visual troubleshooting; for example, a customer setting up a device can simply upload a photo and receive instant, step-by-step visual instructions, removing the need for long manuals or repeated support calls.
Security is built into the platform from the start. Businesses retain full ownership of their data, which remains safely stored in private cloud environments, isolated from public search, and never used to train public AI models. Globe Business adds that companies can deploy these solutions quickly—often in just weeks—using pre-built templates and easy-to-use tools.
This launch marks a key step in Globe Business’s broader mission to equip Philippine companies with secure, world-class innovation. Through localized testing, expert engineering, and hands-on implementation support, the platform aims to help local enterprises advance their digital transformation and take a leading role in the region’s digital economy.
