Telecommunications giant Globe has renewed and expanded its strategic partnership with Amazon Web Services (AWS), signing a multi-year agreement aimed at accelerating the company’s cloud modernization efforts and enhancing customer experiences through artificial intelligence (AI) and advanced digital technologies.
The renewed collaboration marks over a decade of partnership between the two companies, dating back to 2014 when Globe first adopted AWS cloud solutions.
Globe President and CEO Carl Cruz said the long-standing partnership has been instrumental in the company’s digital transformation.
“We have been faster. We have engaged our subscribers more by adopting, for example, a cloud-first strategy,” Cruz shared.
He highlighted a concrete improvement resulting from AWS-powered solutions: the drastic reduction in customer waiting times at Globe stores.
When he assumed leadership earlier this year, Cruz received complaints that queues stretched from 45 minutes to as long as two hours. After deploying cloud-driven systems and process improvements, he said the waiting time has now dropped to an average of 8 minutes.
Under the new agreement, Globe will modernize its cloud infrastructure and expand its cloud footprint across multiple business units. Key initiatives include:
- Enhanced disaster recovery systems and improved platform engineering
- Modernized B2B systems and smarter digital platforms
- Upgraded SIM activation and number porting solutions
- Real-time data streaming and campaign management tools
- AI-driven customer experience enhancements, including AI-powered voicebots and lifecycle management systems
These innovations aim to deliver faster, more personalized, and more seamless services to Globe’s over 90 million customers.
“By leveraging AWS’ advanced cloud capabilities and exploring AI-driven innovations across our operations, we’re positioning Globe to drive faster innovation, enhance operational efficiency… and create more personalized experiences for our customers,” Cruz said.
AWS Philippines Country Manager Precious Lim emphasized that both companies share a mission to uplift Filipino lives through digital transformation.
“Telecommunications companies are at the forefront of digital innovation,” Lim said. “Globe’s bold vision for cloud-enabled customer experiences demonstrates the transformative potential of this technology.”
AWS, which established its Philippine office in 2016, provides cloud computing platforms and APIs widely used by companies and governments worldwide.
Both Globe and AWS reassured customers that modernization will not compromise cybersecurity.
“This is of topmost priority for us on a daily, hourly basis… We do regular audits of the network,” Cruz said.
“Security and privacy is top priority for AWS,” Lim added, noting that the company conducts regular assessments and security improvement programs for Globe.
With AI and cloud technologies as key growth enablers, Globe aims to unlock new digital services and improve connectivity, especially in underserved areas. (with reports from Aldrine Benitez)
