Manila, Philippines – In an era where change is the only constant, businesses must continuously evolve to stay relevant. This was the central message at the recent seminar “Transformation Realized: Impossible to Unstoppable,” hosted by SGV Knowledge Institute and SGV Consulting in partnership with Ernst & Young (EY).
Held on September 30 at Shangri-La The Fort, Manila, the event gathered industry leaders to discuss how companies can future-proof their businesses through the synergy of people, technology, and innovation.
Why Business Transformation is Crucial
“Organizations that fail to adapt risk falling behind,” said Steve Lo, EY Asia-Pacific Chief Innovation Officer, during his plenary address. He emphasized the urgency of adopting new technologies and fostering a culture of innovation.
SGV Chairman and Country Managing Partner Wilson Tang echoed this sentiment, stating that transformation is no longer optional—it’s a necessity.
Lessons from Industry Leaders
The seminar featured key business leaders who shared their transformation strategies and insights:
TNB: A Customer-Centric Approach to Energy
Mohamed Azrin Mohamed Ali, Head of Solutions, Retail Division at Tenaga Nasional Berhad (TNB), detailed how Malaysia’s national energy supplier reinvented itself to focus on customer experience.
TNB, which serves over 10 million customers, transformed its operations by:
✅ Developing data-driven digital solutions, including a user-friendly app for better energy management.
✅ Establishing a retail academy to upskill employees with digital capabilities.
✅ Creating a culture that merges human insight with intelligent technology.
By prioritizing these changes, TNB not only improved service delivery but also positioned itself as a leader in sustainable energy solutions.
Globe Telecom: Putting People First
For Globe Telecom, transformation meant shifting focus from fixing problems to building relationships.
“Back in 2009, we were always putting out fires,” shared Rebecca Eclipse, Chief Transformation and Operations Officer at Globe. “By 2013, we made a key decision: customer experience would be our true differentiator.”
Globe’s transformation involved:
✅ Deeply understanding customers, treating them as long-term partners rather than just users.
✅ Moving beyond being the market leader to becoming a purpose-driven organization.
✅ Encouraging customers to connect their personal purpose with Globe’s mission for greater impact.
By aligning its business strategy with human-centered values, Globe strengthened its relationship with over 60 million customers and solidified its industry leadership.
The Future of Business: Human and Tech Synergy
The key takeaway from the seminar? Transformation isn’t just about technology—it’s about people.
While digital advancements drive efficiency, companies must also invest in culture, talent, and customer relationships to create lasting success.
By merging human insight with innovation, businesses can turn the impossible into unstoppable.
