Philippines – Globe Business is rolling out Google Gemini Enterprise for Customer Experience (GE CX), an AI-powered platform that enables businesses to manage customer engagement across the entire journey, from product discovery to after-sales support.
Powered by Google’s AI infrastructure, GE CX is designed to help businesses create more seamless customer interactions through multimodal AI capabilities that support engagement across discovery, purchasing, and post-purchase service.
The launch comes as many organisations continue to face challenges from fragmented customer experience systems. According to Globe Business, disconnected platforms can create friction across the customer journey, contributing to lost sales opportunities and weaker customer retention. The company cited research showing that 82% of consumers would abandon a brand after a poor product discovery experience, while 32% would stop engaging with a brand they otherwise liked after a single negative service interaction.
Globe Business also pointed to an AI adoption gap among Philippine enterprises. While 86% of Filipino knowledge workers reportedly use AI tools in their daily workflows, fewer than 15% of local businesses have implemented AI strategically at scale.
“Customers today no longer think in silos. They simply expect every interaction to feel seamless, responsive, and personalised,” said KD Dizon, Globe Chief Marketing Officer. “With Google Gemini Enterprise for Customer Experience, businesses can remove friction across the customer journey, helping local enterprises flip customer service from an operational expense into a proactive growth engine.”
GE CX is built around four core capabilities: rapid deployment of AI-powered virtual agents through low-code tools, integration with existing enterprise systems, contextual and multilingual customer interactions, and automated analysis of customer engagements to support service quality and agent performance.
The platform allows businesses to deploy conversational AI agents that can assist customers throughout the purchasing journey within a single interaction. These agents can guide users through product discovery, facilitate transactions, and help resolve post-purchase concerns such as refunds, replacements, and support requests.
GE CX also includes multimodal visual troubleshooting features. Customers can upload images of products or devices and receive AI-generated guidance, enabling businesses to provide visual support without requiring lengthy manuals or multiple service interactions.
On the security front, Globe Business said organisations retain ownership and control of their data, which remains within private cloud environments and is not used to train public AI models. The company added that businesses can deploy solutions using pre-built templates and low-code tools to accelerate implementation.
The introduction of GE CX forms part of Globe Business’ broader efforts to expand enterprise AI adoption in the Philippines through implementation support, consulting services, and proof-of-value programmes aimed at helping organisations integrate AI into customer-facing operations.
“AI is no longer theoretical; it is delivering measurable results today,” Dizon added. “By combining Globe Business’s deep local market expertise with the world-class cognitive power of Google Cloud, we are giving local enterprises a secure, guided roadmap to turn intelligent digital transformation into an operational reality.”
