Globe Business launches Gemini Enterprise for Customer Experience to help firms turn service into growth

Manila, Philippines – Globe Business is doubling down on enterprise AI with the launch of Google Gemini Enterprise for Customer Experience (GE CX), a platform designed to help businesses unify product discovery, commerce and customer support into a single AI-powered journey.

Developed in collaboration with Google Cloud, the solution aims to address what Globe Business describes as an “adoption paradox” in the Philippines, where AI usage among individuals has surged but enterprise-wide deployment remains limited. 

According to the company, while 86% of Filipino knowledge workers use AI in their personal workflows, fewer than 15% of local businesses have strategically implemented AI at scale.

The launch comes as customer experience becomes an increasingly important business differentiator. Globe Business cited research showing that 82% of consumers will abandon a brand after a poor discovery experience, while 32% will stop engaging with a brand they otherwise like after a single bad service interaction.

Powered by Google’s AI infrastructure, GE CX combines conversational AI, commerce capabilities and customer support tools within a single platform. 

The system allows businesses to deploy intelligent virtual agents that can guide customers from product discovery to purchase, while also handling post-purchase concerns such as refunds and replacements without requiring multiple handoffs between support channels.

The platform is built around four key capabilities: low-code deployment of virtual agents, integration with existing enterprise systems, multilingual and context-aware customer interactions, and real-time analysis of customer conversations to support human agents.

“Customers today no longer think in silos. They simply expect every interaction to feel seamless, responsive, and personalized,” said KD Dizon, Chief Marketing Officer at Globe. “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.”

Among the platform’s features is multimodal visual troubleshooting, which enables customers to upload images and receive AI-generated guidance. 

Globe Business cited a television installation scenario where users can submit a photo of a device’s back panel and receive visual instructions on cable connections instead of relying on manuals or contacting support.

The company also emphasised the platform’s security architecture, noting that customer data remains within private cloud environments and is not used to train public AI models.

Dizon added that the partnership combines Globe Business’ local market expertise with Google Cloud’s AI capabilities to help enterprises adopt AI more effectively.

The launch forms part of Globe Business’ broader digital transformation strategy, which includes consultative services, proof-of-value programmes and implementation support for enterprises seeking to deploy AI solutions. 

The company said GE CX can be rolled out within weeks through pre-built templates and low-code development tools.

As businesses increasingly look to move beyond AI experimentation towards operational deployment, Globe Business is positioning customer experience as one of the most immediate and measurable use cases for enterprise AI adoption in the Philippines.