Customer Engagement Insider + Twilio Market Study

Future of Customer Engagement Market Study

CEI conducted an investigation into the future of customer engagement to understand what brands can do to cultivate loyalty and bring customer centricity to life. It uncovers the limitations preventing companies from properly serving and connecting with customers throughout their journeys, and the role of employees in engagaing with customers. 

This Market Study reveals what your brand can do to reduce customer effort, improve employee capabilities, and ultimately transform every facet of your engagement strategy.

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A few of Twilio's customers using Twilio Flex

Learn more about Twilio.
Personalized experiences in one powerful platform
Twilio Flex
A digital engagement center for sales and support that gives your customer-facing teams the context, data, and channel flexibility they need to turn ordinary conversations into omnichannel experiences that drive repeat sales. 

  • Choose the channels that remove friction for customers and encourage dialogue

  • Personalize interactions with detailed customer profiles that pull in first-party data from any source

  • Integrate data from any system, including Zendesk, Salesforce, billing systems, ERPs, inventory management, and more

  • Augment your existing call center solution by deploying a rapid proof-of-concept—no commitment required

Flex

Twilio Flex helps create loyal customers and drive revenue growth by delivering personalized omnichannel experiences at scale

  • Choose the channels that remove friction for customers and encourage dialogue

  • Personalize interactions with detailed customer profiles that pull in first-party data from any source

  • Integrate data from any system, including Zendesk, Salesforce, billing systems, ERPs, inventory management, and more

  • Augment your existing call center solution by deploying a rapid proof-of-concept—no commitment required

Twilio Segment
Unify your data to elevate every customer experience
  • Create the ultimate data foundation and unify customer data with Twilio Segment, the leading customer data platform. 
  • Streamline consented data collection with Segment Connections, and prioritize data quality with Segment Protocols. 
  • Get a complete view of your customer with Segment Profiles.
  • Deliver personalized customer experiences in real time, across any channel with Twilio Engage, the data-first customer engagement solution.
Segment

Activate real-time customer data to deliver personalized experiences

  • Unify data across platforms to build personalized customer journeys
  • Build targeted marketing campaigns to decrease CAC 
  • Provide customized product recommendations for increased basket size
  • Ranked #1 for worldwide market share in CDP, 2020

Enterprise Trusts Twilio

#1 in CPaaS
Ranked #1 in market share for Communications Platform as a Service*
#1 in CDP
Ranked #1 in worldwide market share for Customer Data Platform*
275,000+
global customers
+1 Trillion
interactions annually
99.95+%
monthly API uptime

*by Synergy Research Group

*by IDC 2021

“

“[Twilio] allowed us to stay really connected with our consumers, and as a result, our digital business has just exploded. It’s grown significantly…and it continues to grow…so it’s a real win-win.” - Signal '20 interview

JOHN DONAHOE, CEO, NIKE

 

SEE IT IN ACTION

Deliver perfectly timed, personalized experiences at scale with Twilio’s customer engagement platform