Globe Business and Google Cloud are pushing companies to treat customer experience as a key driver of growth, using Google Gemini Enterprise for Customer Experience (GE CX), an AI-powered platform that connects product discovery, buying, and after-sales support in one continuous journey.
Customer experience gaps continue to cost businesses. Studies show 82% of consumers will leave a brand after a bad first search or discovery experience, while 32% will switch after just one poor service interaction, even if they already like the brand. In the Philippines, there is also a clear gap in AI adoption, where 86% of knowledge workers use AI in daily tasks, but fewer than 15% of companies have rolled out AI across their operations.
“Customers today no longer think in silos. They simply expect every interaction to feel seamless, responsive, and personalized,” said KD Dizon, chief marketing officer, Globe. “With Google Gemini Enterprise for Customer Experience, businesses can remove friction across the customer journey, helping local enterprises turn customer service from an operational expense into a growth engine.”
GE CX is built around four main features: faster setup using simple tools to create virtual assistants, easier connection to existing company systems, more human-like and multilingual interactions, and continuous monitoring of all customer conversations to improve service quality in real time.
The platform allows AI-powered assistants to guide customers from product search to payment in a single chat and handle issues like refunds or replacements without passing the customer between multiple support agents.
It also supports image-based help, where customers can upload a photo of a setup or device and get step-by-step instructions instead of reading manuals or calling support lines.
Globe Business said GE CX is designed with security in mind, keeping company data inside private cloud systems and not using it to train public AI models. It can also be set up in weeks using ready-made templates and low-code tools.