Globe transforming from public utility to service company - Cu

MANILA, Philippines - Globe Telecom is in the middle of a crucial transformation from being a public utility to a service company whose heart is the customer, its top executive said.

Company president Ernest Cu said their focus on improving customers’ experience at every engagement will be the critical differentiator against competition. 

“Amidst market saturation, price erosion, and other pressure points, customer-centricity – and the innovations on customer experience such mindset stirs – will ultimately spell success or stumble,” he pointed out.

Cu explained that they are definitely changing the way they do things in Globe to give customers the superior experience that makes Globe truly their brand of choice.

At yesterday’s Globe Business’ Enterprise Innovation Forum entitled “Shaping the Future Business Landscape,” Globe’s chief executive noted that innovation is indeed a strategic growth driver in any industry fraught with competitive pressure and changing market dynamics. 

“For many companies, the challenge is steeper than simply eking out incremental improvements or expanding into new markets. The challenge is reinvention, or transformation. Simply doing what companies are doing better won’t be enough. Companies have to fundamentally do something quite different from today,” he said.

Cu stressed that in Philippine telecommunications, products and services are becoming commoditized. And because of this, he pointed out that when Globe Business deals with enterprise customers now, it provides holistic connectivity solutions, not just its piecemeal components.

“When it used to be high-speed bandwidth, full stop, it’s now coupled with redundancy, continuity, scalability, mobility, best value, and everything else that might fall through the cracks to add unforeseen costs in the long haul. In the true spirit of customer-centricity, we invest in a persevering relationship, hungry to fill and future-proof every telecoms gap our customers might bear,” he added.

To catalyze Globe’s transformation, Cu said they have always trail blazed in technology and service innovation. These includes hosted call center platforms, cloud computing virtualization, or M2M telemetry as some of Globe’s newer components to comprehensive connectivity and cost-efficiency solutions that it proactively explores with customers.

“ But it’s not just about a customer’s ICT requirements today vis-à-vis using our products or services on tap – hook, line, and sinker. Frankly, there’s no reinvention or innovation necessary there. To us, it’s looking deeply into the eyes of future business landscapes and their growth opportunities with our customers, innovating breakthrough solutions aligned with their business objectives, and plotting the course we will take together,” he emphasized.

Keynoted speaker for the forum is Innosight Ventures Managing Director Scott Anthony. 

“In Globe Business, we engage enterprise customers in various ways relevant to them. We know that innovation is critical to move the business ahead and by holding this forum we hope to provide them with the most up-to-date information and tried and tested solutions from around the world. This will not only offer them insights of the latest technology trends but also help them make crucial decisions for the future. This is how we value our customers as we remain committed and responsive to their present and impending ICT needs,” Globe Business enterprise segments head Jesus Romero said.