CUSTOMER STORIES
Globe Telecom More Than Doubles Customer Engagement with AI-Powered Personalization on Snowflake
Filipino telco leader Global Telecom needed to break down data silos to deliver personalized experiences to its 61 million subscribers. With Snowflake, the company unleashed the power of data, scaling campaign performance and customer engagement to new heights.
KEY RESULTS:
200%
Increase in campaign take-up and efficiency
10M+
Customer engagements each month — up from 3–4 million previously
Industry
TelecomLocation
PhilippinesStory Highlights
- Unified data on a single, scalable platform: Globe Telecom replaced its siloed data environment with Snowflake’s flexible and scalable platform, which has been key to creating a better customer experience.
- Enabled AI-powered personalization at scale: With Snowflake, Global Telecom uses AI to personalize campaign offers for individual customers based on their unique usage behavior, helping the company successfully achieve personalization at scale.
- Multiplying monthly customer engagement: By augmenting its capabilities with Snowflake, Global Telecom’s next-best-offer engine grew from handling 3-4 million engagements to surpassing 10 million engagements per month.
Video Transcript
So like this. We realized that we had a lot of data, and for us to be able to really personalize to the level of the individual, we had to leverage on AI to be able to do that.
Globe Telecom is a Filipino telco, and it has about 61 million subscribers. We're the fastest growing prepaid fiber in the country, and our mission is really to uplift the lives of the Filipinos.
Before, we did have a lot of challenges in terms of the data that we had, in the platform that we had. Even within our company, the data was siloed across. We needed to find a platform that was scalable and flexible enough to be able to scale up to the level of data and information that we needed.
We’ve always asked for Snowflake. We selected Snowflake like three or four years ago. With Snowflake, it's a simplified architecture and allows for a better business customer experience.
With Snowflake, we were able to do personalization at scale. We're able to increase our take-up of our campaigns by around 200%. Our campaign efficiencies were also up by 200%, which speaks of our success in terms of being able to personalize on our campaign offers.
Oh, it's fantastic. Prior to that, we were doing about 3 to 4 million engagements in a month. And ever since we've been able to really expand and augment the capability with Snowflake through our Next Best Offer engine, we've surpassed 10 million engagements per month.
AI was actually key in terms of how we personalize at scale. Snowflake was able to unleash that for us, unleash the power of the data, and in the end, the AI that we built is now able to find the right product that is perfect and suited for the usage behavior of each and every customer.
