Insider Spotlight
The company said this Customer-First approach continues to underpin its competitiveness and recent business momentum.
Why it matters
As competition intensifies across telecommunications and digital services, Globe is betting that deeper personalization, faster service delivery, and stronger customer relationships will translate into sustained engagement, loyalty, and revenue growth.
Technology backbone
A key accelerator of this transformation is Globe’s cloud modernization initiative with Amazon Web Services. By leveraging advanced cloud capabilities, Globe is enhancing AI-driven innovation, analytics, and modernized applications across its operations.
These upgrades are designed to enable more proactive customer support, faster rollout of service enhancements, and deeper personalization across its customer base.
In a statement, the company said the AWS partnership supports the expansion of its cloud infrastructure, modernization of B2B and digital platforms, and deployment of AI-driven tools. These include improvements to network management systems, SIM activation processes, and the development of advanced customer experience innovations.
Omnichannel push
Globe is also reinvesting in physical touchpoints nationwide as part of its omnichannel strategy. After a period of selective consolidation, the company is expanding its retail footprint to meet customers where they prefer to engage, whether online or face-to-face.
Refreshed full-service stores in major malls and new micro-format locations in provincial communities are designed to function as experience centers rather than traditional sales outlets.
Globe president and CEO Carl Cruz said the omnichannel model is grounded in empathy and responsiveness.
“Whether they are online or offline, we will be there for them. We will continue to study where our customers truly need us for face-to-face interaction, and we’ll meet them there,” he said.
Intelligent service platforms
This physical presence is complemented by investments in intelligent service platforms, including AI-enabled tools that improve personalization and customer support. Globe is advancing conversational AI that better understands local language and cultural nuances, while retail agents are supported by digital platforms that allow seamless cross-channel engagement.
Performance context
Globe said this customer-centric strategy aligns with its recent performance, citing growth in mobile data revenues and subscriber base, supported by sustained investments in network quality, including 5G and fiber expansion. — Daxim L. Lucas | Ed: Corrie S. Narisma
